Acton Removals Complaints Procedure

Acton Removals is committed to providing a professional and reliable removals and storage service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern with us, how we will deal with your complaint, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and simple process for dealing with complaints relating to our domestic or commercial removal, packing, loading, transport, unloading, storage and associated services. It is intended for all customers who have used, or attempted to use, our services. This procedure does not affect your statutory rights or any rights you may have under our terms and conditions of contract.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the standard of service, the conduct of our staff or representatives, or the way in which we have carried out or administered a move or storage arrangement. Examples include, but are not limited to, concerns about how your belongings were handled, punctuality of our crews, the condition in which items arrived, the accuracy of information provided before the move, or the way in which a previous concern has been managed.

How to Make a Complaint

We encourage you to raise any issue as soon as possible so that we can address it promptly. You may submit a complaint in writing or verbally. When making your complaint, please provide as much relevant information as you can, including your full name, the service address or collection and delivery addresses, the date of your move or storage agreement, a clear description of what went wrong, and any supporting details such as inventories, photographs, or reference numbers we may have given you.

If you initially raise your complaint verbally, we may ask you to confirm key details in writing so that there is a clear record of your concerns and to help us conduct a thorough investigation. We will treat all complaints courteously and with respect, and we ask that you communicate with our team in the same spirit.

Our Complaints Handling Stages

Upon receiving your complaint, we will follow a structured process.

First, acknowledgement. We will acknowledge your complaint as soon as reasonably possible. At this stage we will confirm that we have received your complaint, outline the next steps, and, where appropriate, provide the name or role of the person who will be responsible for handling your case.

Second, initial review. We will review the details of your complaint, check any relevant documentation, and, if necessary, contact you for further information. This may include clarifying the sequence of events, requesting evidence such as photographs of any alleged damage, or confirming the contents of any previous correspondence.

Third, investigation. A member of our management or customer service team will investigate your complaint. This may involve speaking with team members who were present during your move, reviewing job sheets, vehicle logs, signed inventories, and any other relevant records associated with your removal or storage service.

Fourth, response and proposed resolution. Once the investigation is complete, we will write to you setting out our findings. We will explain what we have concluded, the reasons for our decision, and, where appropriate, any remedial action we propose to take. This may include an apology, corrective measures, a service remedy, or other steps that we consider fair and reasonable in the circumstances and in line with our terms and conditions.

Timescales for Responding

We aim to deal with complaints efficiently. While specific timescales may vary depending on the complexity of the issues raised, we will strive to provide a full written response within a reasonable time from acknowledging your complaint. If we are unable to give you a final response within that time, we will update you on the progress of our investigation and let you know when you can expect a substantive reply.

If You Are Not Satisfied With Our Response

If you are unhappy with the outcome of your complaint, you may ask us to review the decision. At this stage, where possible, a different manager or senior member of staff will reassess the complaint, the steps taken in the initial investigation, and the conclusions we reached. They may contact you for further clarification or information if needed.

After this review, we will provide you with our final position on the matter. We will clearly explain the reasons for our decision and any further steps we are prepared to take. This internal review stage is intended to ensure that your complaint has been examined fairly and from more than one perspective within the company.

Complaints Involving Loss or Damage

Where your complaint relates to loss of, or damage to, your belongings during a removal or storage service, it is particularly important that you notify us as soon as reasonably practicable. This enables us to assess the situation promptly, check records such as condition reports, packing notes, and photographs, and, where appropriate, consider any applicable cover under our contractual terms.

We may ask you to provide evidence of the damage, details of the items affected, and proof of value where relevant. All such claims will be handled in accordance with our terms and conditions and any applicable limitations or exclusions set out in those terms.

Fairness, Confidentiality and Data Protection

We aim to handle all complaints fairly, consistently and without discrimination. Your complaint will be treated in confidence, and information will only be shared internally with staff who need it to investigate and resolve the matter. Any personal data you provide in connection with a complaint will be processed in line with our data protection responsibilities.

Continuous Improvement

We view complaints as an opportunity to learn and improve. Information from complaints is monitored to identify patterns or recurring issues relating to our removals and storage services. Where appropriate, we may update our staff training, internal procedures, or customer communications to reduce the likelihood of similar issues arising in the future.

Status of this Procedure

This Complaints Procedure is intended as a guide to how Acton Removals will handle complaints. It does not create contractual rights beyond those set out in our terms and conditions or your statutory rights. We may amend this procedure from time to time to reflect changes in our services, business practices, or legal and regulatory requirements. The version in force at the time you raise your complaint will apply to the handling of that complaint.