Greenwich Removals Complaints Procedure
Greenwich Removals is committed to providing reliable, professional removal and moving services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern with us, how we will handle it, and what you can expect at each stage. Our aim is to resolve issues fairly, promptly and transparently.
Purpose and Scope
This procedure applies to all customers of Greenwich Removals using our domestic, office or specialist moving services. It covers complaints about the quality of our services, conduct of our staff or contractors, handling of your belongings, scheduling and communication, and billing and charges related to your move.
This procedure does not cover matters that are already the subject of legal action, insurance-only claims handled directly by an insurer, or general enquiries or feedback that do not involve a complaint. However, we welcome all feedback as it helps us improve our removals service throughout our operating area.
What We Consider a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, where you are expecting a response or resolution from Greenwich Removals. Examples include belongings damaged in transit or storage, missed or significantly delayed collection or delivery, staff behaviour that you feel was unprofessional, or charges that you believe are incorrect or not in line with your agreement.
How to Make a Complaint
You can make a complaint in writing or by speaking with us. While we will accept verbal complaints, we encourage you to put your complaint in writing so that we can keep an accurate record and respond more effectively. When submitting your complaint, please include your full name, preferred contact details, the date of your move and booking reference if available, a clear description of what went wrong, when and where the issue occurred, and what outcome or resolution you are seeking.
The more detail you can provide, the easier it will be for us to investigate thoroughly. If your complaint relates to damage or loss, please describe the items involved and provide any supporting information you have, such as photographs or inventory notes prepared before the move.
Stage One: Initial Resolution
In the first instance, we will aim to resolve your complaint as quickly as possible at an operational level. Where appropriate, the team member you first contact will attempt to address your concerns immediately or within a short time frame. If the issue cannot be resolved straight away, it will be logged and passed to a suitable manager for review.
We will acknowledge your complaint within a reasonable timeframe and will provide you with a reference for the complaint where appropriate. During this stage we may contact you to clarify details or request additional information to help our investigation.
Stage Two: Formal Investigation
If your complaint cannot be resolved informally, or if you indicate that you wish to pursue a formal complaint, it will move to Stage Two. A manager not directly involved in the original service will review the matter impartially. This may include speaking to the crew members involved in your removal, checking booking records, inventory lists and job sheets, reviewing photographs or survey reports, and considering any relevant terms and conditions agreed before the move.
We will aim to provide you with a written response within a reasonable period, usually within 10 to 14 working days, depending on the complexity of the issues raised. Where we cannot respond within this timescale, we will let you know and provide an updated timeframe.
Our Response and Possible Outcomes
When we respond to your complaint, we will explain our understanding of the issues you have raised, set out the steps we have taken to investigate, and confirm our decision and the reasons for it. Where we find that our service has fallen below the standards we strive for, we will consider appropriate remedies. These may include an apology and explanation, corrective action to resolve an ongoing issue, practical assistance where possible, a goodwill gesture, or financial redress in line with our terms and conditions and any applicable insurance arrangements.
Any offer of compensation or reimbursement will be based on the facts established during the investigation and the level of cover in place for your move.
Stage Three: Escalation
If you remain dissatisfied after receiving our formal response, you may request that your complaint be escalated. At this stage, a senior member of our management team will review the handling of your complaint and the decision reached at Stage Two. They may ask further questions or request additional evidence from you to ensure that the review is as thorough and fair as possible.
Following this review, we will write to you again, confirming whether our original decision is upheld, modified or overturned. This will be our final position on the matter within our internal complaints process.
Time Limits for Raising a Complaint
To allow us to investigate effectively, we ask that you raise any complaint about our removal services as soon as reasonably possible after the issue occurs, and ideally within 28 days of your move or the date you became aware of the problem. Complaints raised after a longer period may be more difficult to investigate fully, particularly where staff, records or evidence are no longer readily available.
Customer Responsibilities
We ask that you treat our staff with respect and provide accurate and complete information relevant to your complaint. You should also keep any documentation, photographs or other evidence that may support your case. Cooperation from both sides helps us reach a fair outcome more quickly.
Continuous Improvement
Greenwich Removals reviews complaints periodically to identify patterns and areas where our moving and handling services, staff training or procedures can be improved. By following this Complaints Procedure, you help us enhance the quality and reliability of the services we provide to customers across our service area.
This Complaints Procedure does not affect your statutory rights. If you have any questions about how to raise a complaint or how it will be handled, you can contact us for further information before submitting a formal complaint.
