Woking Removals Complaints Procedure

Woking Removals is committed to providing a professional and reliable removals service for customers across our operating areas. We understand that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage of the process.

Our Commitment to You

We aim to handle all complaints fairly, consistently and in a timely manner. When you raise a concern about any aspect of our removal, packing, storage or associated services, we will listen carefully, investigate thoroughly and work with you to reach a reasonable outcome wherever possible.

Your feedback helps us improve our services, staff training and operational standards throughout the areas we serve, including local and longer-distance moves.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, staff, vehicles, communication, charges, or how we have handled your move or enquiry, where you would like a response or resolution from us. This can include:

Concerns about the quality of packing, loading or unloading
Issues relating to timeliness or reliability of collection or delivery
Disputes over quoted prices, additional charges or invoices
Problems with communication before, during or after your move
Concerns about the conduct or behaviour of our staff or contractors
Damage, loss, or suspected damage to property associated with a move

We encourage you to raise any concerns as soon as possible so they can be addressed promptly.

Step 1: Raising a Complaint Informally

In the first instance, we recommend that you raise your concern informally with the team member you have been dealing with, such as your move coordinator or the on-site supervisor on moving day. Many issues can be resolved quickly at this stage through clarification, additional information, or a practical solution.

When raising an informal complaint, please provide:

Your full name and the address of the property involved in the move
The date of the move or service
A clear description of what has gone wrong
Any relevant reference such as your job number or quotation number

We will do our best to resolve the matter with you directly and confirm any agreed actions.

Step 2: Submitting a Formal Complaint

If you are not satisfied with the informal response, or you feel that your concern is more serious, you can make a formal complaint. Your formal complaint should set out:

Your name and contact details
Details of the move or service, including dates and addresses
A clear explanation of the issue and how it has affected you
What outcome or resolution you are seeking

Please also include any supporting information you have available, such as photographs of alleged damage, copies of correspondence, inventories, or notes from conversations.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will log it and begin our investigation. Our procedure generally follows these steps:

Acknowledgement: We will provide an acknowledgement of your complaint and confirm that it is being investigated.
Review of Information: We will review your account of events along with any documentation, inventory records, internal notes, and staff reports from the relevant team members.
Further Questions: If we require more information from you, we will contact you to clarify details or request additional evidence.
Assessment: We will assess whether our service met the agreed terms, our internal standards, and any relevant industry guidance.

We aim to provide a full written response once our investigation is complete. If, for any reason, we need more time, we will let you know and explain the reason for the delay.

Our Response and Possible Outcomes

Following our investigation, we will provide a clear response setting out:

What we have understood from your complaint
What we have found during our investigation
Whether we uphold, partly uphold, or do not uphold your complaint
The reasons for our decision

Where appropriate, we may also propose one or more of the following outcomes:

An apology and explanation
Corrective action to put things right where possible
Review or adjustment of charges in line with our terms
Guidance on how to make a claim in line with our insurance arrangements or our terms and conditions
Changes to our internal procedures or staff training to help prevent similar issues

Time Limits for Complaints

We recommend that any complaint is raised as soon as possible after the issue occurs. Many matters, particularly those relating to loss or damage, are subject to strict time limits under our terms and conditions and, where applicable, insurance policies. If you delay reporting an issue, it may limit the options available for resolution.

Please refer to your quotation and terms and conditions for specific time limits relating to loss, damage and other claims associated with your move.

Further Review

If you remain dissatisfied with the outcome of your complaint after we have provided our final response, you may request a review of the decision. In your request, please explain why you disagree with the response and provide any additional information that you believe has not been considered.

We will review the complaint, the earlier investigation and our response, and will advise you whether there is any change to our decision.

Using This Procedure

This complaints procedure applies to all domestic and commercial customers using our removals, packing or related services. We review this procedure regularly to ensure that it remains clear, fair and effective for customers throughout our service areas.

By setting out this process, Woking Removals aims to give every customer confidence that any concern will be taken seriously and handled with care.