Edgware Removals Complaints Procedure
Edgware Removals is committed to providing a reliable and professional removals service for households and businesses. However, we recognise that things can occasionally go wrong. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage. Our aim is to resolve issues fairly, promptly, and transparently.
Purpose of this Complaints Procedure
This procedure sets out a clear and accessible process for customers who are dissatisfied with any aspect of our service. It applies to all removal and related services carried out by Edgware Removals, including local and longer-distance moves, packing, storage handling, and associated activities. We use all complaints as an opportunity to review our performance and improve the quality of our services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our service, whether it is justified or not. This can include, but is not limited to:
Concerns about how your move was handled on the day.
Issues relating to punctuality, conduct, or behaviour of our staff.
Damage, loss, or perceived mishandling of items during transportation or loading.
Disputes about charges, quotations, or payments.
Concerns about communication, paperwork, or administration of your booking.
If you are unsure whether your issue is covered, please raise it with us and we will advise you on the appropriate route.
How to Make a Complaint
You can make a complaint in writing. Written complaints help us gather accurate information and review your case thoroughly. Please provide as much detail as possible, including:
Your full name and the address where the removal service took place.
The date of your move and any reference numbers you may have been given.
A clear description of the problem, including relevant dates and times.
Names or descriptions of the team members involved, if known.
Details of any damage, loss, or financial impact, including photographs or supporting evidence if available.
What you would consider a fair and reasonable resolution.
We encourage you to raise your complaint as soon as possible after the issue has occurred so that we can investigate while details are still clear and records are readily available.
Time Limits for Raising Complaints
To enable a fair investigation, we ask that complaints be raised within a reasonable time frame. As a general guide:
Service-related concerns should ideally be raised within 14 days of your move date.
Concerns involving alleged loss or damage to items should be raised as soon as they are discovered and no later than 7 days after the move, where practicable.
While we may still review issues raised outside these time frames, delays can limit our ability to obtain evidence and may affect the outcome.
Our Complaints Handling Process
Stage 1: Acknowledgement
Once we receive your complaint, we will acknowledge it in writing. We aim to do this within 3 working days. In our acknowledgement we may request further information or evidence to help us fully understand your concerns.
Stage 2: Investigation
Your complaint will be assigned to an appropriate manager who was not directly responsible for the issue you have raised. They will review your removal booking, service records, and any internal notes, and, where relevant, speak to staff members involved. We may also ask you for additional clarification if needed.
Stage 3: Response
We aim to provide a full written response within 14 working days of acknowledging your complaint. If the matter is complex and we need more time, we will inform you of the reason for the delay and provide an updated timescale. Our response will set out:
A summary of your complaint.
The steps we took to investigate.
Our findings and any conclusion reached.
Any proposed resolution, remedy, or corrective action.
Possible Outcomes and Remedies
Where we find that we are at fault, we will seek to put matters right in a fair and proportionate way. Depending on the circumstances and in line with our terms and conditions, this may include:
An explanation and, where appropriate, an apology.
Practical steps to correct an issue, where still possible.
A financial remedy, subject to our contractual limits and any applicable insurance cover.
Improvements to our processes or additional staff training to prevent similar issues in the future.
Where we do not uphold a complaint, we will clearly explain our reasons and the evidence on which we have relied.
Escalating Your Complaint
If you are not satisfied with the outcome at Stage 3, you may request an internal review. A senior member of staff, who has not previously dealt with your complaint, will re-examine the case. To request an escalation, please set out the reasons why you disagree with our initial decision and provide any additional information you believe is relevant.
We will acknowledge your escalation and aim to provide a final written response within 14 working days. This will represent our final position on the matter.
Our Commitment to Fairness and Confidentiality
All complaints are handled in line with our commitment to fairness, respect, and confidentiality. We will treat you courteously and listen carefully to your concerns. Your complaint will not affect any ongoing or future services you receive from Edgware Removals. Information about your complaint will only be shared with team members who need it in order to investigate or respond.
Using Feedback to Improve Our Service
Feedback, including complaints, is an important part of how we improve our removals service. We periodically review complaint trends to identify areas where we can enhance training, refine procedures, or invest in additional resources. This helps us to continually improve the quality, reliability, and professionalism of our services across our operating areas.
Changes to This Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or applicable regulations. The version published on our website will always be the most current. We encourage customers to review it when considering making a complaint so they are aware of the latest timescales and steps involved.
If you have any concerns about our removal services, please refer to this procedure and contact us in writing so we can work with you to resolve the matter constructively.
