Complaints Procedure for Removal Van Surrey Customers
Removal Van Surrey is committed to providing reliable and professional removals and related services across Surrey and surrounding areas. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle it, 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, fair, and accessible route for customers to submit a complaint about any aspect of our services. It covers local and longer-distance removals, packing services, loading and unloading, and any associated customer service issues. Our aim is to resolve complaints promptly and courteously, keeping you informed at each stage.
Who Can Make a Complaint
This procedure is for any individual or organisation that has used, or has directly booked, our services. Complaints can be made by the person who booked the service or by an authorised representative acting on their behalf. We may ask for confirmation that a representative is authorised to act for you, especially where personal details or sensitive information are involved.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about the standard of service you have received from Removal Van Surrey and where you are seeking a response or resolution. This can include, but is not limited to, concerns about:
Service quality or delays on the day of your move
Conduct, attitude, or professionalism of our team
Damage to property or possessions during a removal
Accuracy and clarity of quotations or invoices
Communication before, during, or after your move
If you are unsure whether your concern counts as a formal complaint, please raise it with us and we will guide you appropriately.
How to Make a Complaint
You can make a complaint verbally or in writing. While we will always try to help if you speak to us in person or by phone, we recommend that you put your complaint in writing wherever possible. This helps ensure we fully understand your concerns and can review all details carefully.
When you make a complaint, please provide the following information so we can assist you efficiently:
Your full name and contact details
Your move date and collection or delivery locations
Your booking or reference number, if available
A clear description of what went wrong
When the issue occurred and who was involved, if known
Any supporting information, such as photographs or inventory notes
We will acknowledge all written complaints within a reasonable timeframe and advise you of the next steps.
Our Complaints Handling Process
Our process is designed to be transparent, timely, and fair. Once we receive your complaint, we will follow these stages:
1. Acknowledgement
We will acknowledge your complaint as soon as practicable. At this stage we may request any additional information needed to begin our investigation.
2. Initial Review
A member of our management team will review your complaint, the details of your booking, and any relevant documentation such as job sheets, photographs, and staff reports. Where necessary, we may contact you to clarify certain points.
3. Investigation
We will investigate the issues raised in your complaint thoroughly and impartially. This may include speaking with the removal team, reviewing schedules and vehicle records, and checking any recorded communications with you.
4. Response and Proposed Resolution
Once our investigation is complete, we will provide you with a written response outlining our findings. Where your complaint is upheld, we will explain what we propose to do to resolve the matter. This may include an apology, corrective action on future bookings, or where appropriate, consideration of compensation in line with our terms and conditions and applicable insurance arrangements.
5. Implementation and Follow Up
If you accept our proposed resolution, we will implement it as promptly as we reasonably can. We may contact you afterwards to ensure that the agreed outcome has been carried out and to confirm that you are satisfied with the resolution.
Timescales for Handling Complaints
We aim to resolve most complaints as quickly as possible. Many issues can be addressed within a few working days. More complex complaints, particularly those involving potential damage claims or multiple parties, may take longer to investigate. If we need more time, we will let you know and provide an estimated timescale for our response. We are committed to keeping you updated so you are not left uncertain about progress.
If You Are Not Satisfied With the Outcome
If you are unhappy with our response, you can ask us to review your complaint again. In doing so, please explain which parts of our decision you disagree with and why. A different senior member of our team will conduct a further review wherever possible. We will then provide a final written response setting out our position.
We encourage you to use our internal procedure fully, as this gives us the best opportunity to resolve matters directly and to improve our services for all customers.
Our Commitment to Fairness and Improvement
Removal Van Surrey treats all complaints seriously and investigates them without bias. Raising a complaint will not affect any future bookings or the way we deliver services to you. We use feedback and complaint outcomes to identify where training, process changes, or additional safeguards may be required.
By following this Complaints Procedure, we aim to handle your concerns respectfully, keep you well informed, and reach a fair and reasonable outcome. We value your trust in our removals services and appreciate you taking the time to tell us if something has gone wrong.
