Goldersgreen Removals Complaints Procedure

Goldersgreen Removals is committed to providing a professional, reliable removals and storage service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our service for the future. This complaints procedure explains how you can raise a concern, how we will deal with it, and the standards you can expect from us throughout the process.

Purpose of this Complaints Procedure

This procedure is designed to provide a clear, fair and accessible route for customers to raise any dissatisfaction with our services, including home or office moves, packing, storage, or associated services. Our goals are to resolve issues promptly where possible, investigate all complaints thoroughly and impartially, and keep you informed at every stage until the matter is concluded.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service you have received from Goldersgreen Removals. This may include, but is not limited to, concerns about punctuality, handling of goods, conduct of staff, adherence to agreed quotes or terms, communication issues, or any other aspect of the removals service that you believe did not meet reasonable expectations.

We also welcome feedback that is not a formal complaint, and we may suggest resolving minor issues informally where appropriate. However, if you wish your concern to be handled as a formal complaint, please make this clear when you contact us.

How to Make a Complaint

You can make a complaint in writing or verbally, choosing the method that is most convenient for you. To help us investigate your concerns efficiently, please provide the following information where possible:

The name under which your booking was made, the date of your move or the service concerned, a clear description of what went wrong and when it happened, details of any staff you dealt with, and what outcome or resolution you are seeking.

If you are raising your complaint verbally, our team will make a written record of your concerns. You may request a copy of this record for your own reference.

Timescales for Raising a Complaint

We encourage you to raise any complaint as soon as possible after the issue arises, as this helps us investigate thoroughly and accurately. Ideally, complaints about service delivery should be raised within 28 days of the service being provided. We will consider complaints raised after this period, but please be aware that delays may limit our ability to obtain information or evidence.

What Happens After You Complain

Once we receive your complaint, we will follow a structured process to ensure that your concerns are handled fairly and efficiently. Our process typically involves the following stages:

Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being investigated. If your complaint is made verbally, we may ask you to confirm key details in writing so that there is a clear record of the issues raised.

Initial review: A member of our management or customer care team will review the information you have provided, along with any relevant booking details, correspondence, or internal records.

Investigation: Where necessary, we will speak with staff members involved, review schedules, inventory lists, and any photographs or other documentation relating to your move. Our aim is to understand what happened and why.

Response: Once the investigation is complete, we will provide you with a written response setting out our findings, any conclusions we have reached, and any actions we propose to take to resolve the matter.

Our Response Times

We aim to acknowledge all complaints within a reasonable period from receipt. In many cases, we can resolve straightforward issues quickly. More complex complaints, for example those involving damage claims or multiple service dates, may take longer to investigate.

If we cannot provide a full response within our usual target timescale, we will let you know and explain why. We will also keep you updated on the progress of the investigation and give you an estimated timeframe for a final response.

Possible Outcomes and Remedies

Where our investigation shows that our service did not meet the standards we expect, we will consider appropriate remedies based on the specific circumstances of your complaint. These may include an explanation or apology, corrective action in relation to ongoing services, reviewing or retraining staff to prevent a recurrence, or financial remedies where applicable and in line with our terms and conditions.

Any remedies offered will take into account the nature of the issue, the impact on you, and any relevant contractual provisions. We will always explain the reasoning behind the outcome we propose.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed at a higher level within Goldersgreen Removals. In your escalation request, please explain why you remain dissatisfied and what further outcome you are seeking.

Your complaint will then be re-examined, taking into account any additional information you provide. We will aim to complete this review within a reasonable period and will give you a further written response setting out our final position on the matter.

Confidentiality and Data Protection

All complaints are treated in confidence. Information you provide will be shared only with those who need it in order to investigate and respond to your complaint, or where we are legally required to disclose it. We handle all personal data in line with our data protection obligations and our privacy practices.

Using Complaints to Improve Our Service

Goldersgreen Removals values all feedback, including complaints, as an important source of learning and improvement. We regularly review complaints data to identify patterns and address underlying issues. This may involve updating our procedures, enhancing staff training, reviewing equipment and vehicles, or refining our communication with customers across our service area.

By following this complaints procedure, we aim to handle every concern with professionalism, respect and transparency. If you have any questions about this procedure or how it applies to your situation, please let us know at the time you contact us.