Archway Removals Complaints Procedure
Archway Removals is committed to providing a reliable, professional removals and storage service. We understand that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put things 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.
Our Commitment to You
We take all complaints seriously and treat every concern as an opportunity to review and enhance the way we operate. Whether your complaint relates to a house move, office relocation, packing service, storage arrangement or any associated service, we will handle it fairly, promptly and respectfully.
We aim to:
Listen carefully to your concerns and understand what has gone wrong from your perspective.
Acknowledge your complaint promptly and keep you informed throughout the process.
Investigate thoroughly and objectively, gathering all relevant information.
Provide a clear response, including any actions we propose to resolve the matter.
Use the outcome to help prevent similar issues arising in future moves.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services or the way they have been delivered, whether you feel we have failed to meet our service standards, contractual obligations or your reasonable expectations. This may include concerns about:
The booking, planning or scheduling of your move.
The conduct, attitude or professionalism of our staff or contractors.
The care, packing, loading or delivery of your belongings.
Damage, loss, delay or errors in documentation.
Communication before, during or after your removal or storage service.
Invoicing, charges or payment arrangements.
How to Make a Complaint
You can raise a complaint in writing or by speaking with us directly. So that we can deal with your concerns efficiently, please provide as much detail as possible, including:
Your full name and contact details.
Your removal or storage reference, if known.
The date and location of the service.
A clear description of what has gone wrong.
Any relevant photographs, notes or supporting information.
What outcome or resolution you are seeking, if you have a specific request.
We recommend that complaints are made as soon as reasonably possible after the issue arises, ideally within a short time of your moving date or storage issue, while details are still fresh and evidence is easier to obtain.
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will record the details in our internal log and assign it to an appropriate member of the team for review. We will normally acknowledge your complaint within a reasonable period of receiving it, confirming that it is being investigated and outlining the next steps.
If we require further information or clarification, we may contact you to discuss the matter in more detail. This helps us understand your concerns fully and ensures that our investigation is accurate and complete.
Stage Two: Investigation
Our investigation will be proportionate to the complexity and seriousness of the issues raised. This may include:
Reviewing your booking details, inventory and move paperwork.
Speaking with team members involved in your removal or storage service.
Examining photographs, delivery notes or condition reports, where relevant.
Checking our company policies, terms and conditions and agreed scope of work.
We aim to conduct investigations in a fair and balanced manner, taking into account both your account and the information provided by our staff and records.
Stage Three: Response and Resolution
After completing our investigation, we will provide you with a clear, written response. This will normally set out:
A summary of your complaint and the key issues considered.
The findings of our investigation.
Our decision and, where appropriate, any corrective or remedial actions.
If we find that we have fallen short of our standards, we will explain what went wrong and what we will do to address the situation. Depending on the circumstances, possible outcomes may include an explanation, an apology, practical steps to rectify the issue, or other appropriate remedies in line with our terms and conditions.
Timeframes
We aim to resolve most complaints within a reasonable time, depending on the complexity of the issues and the availability of information. Some matters, particularly those involving claims for damage or loss, may require additional investigation or evidence and therefore take longer.
If we are unable to provide a full response within our usual timeframe, we will keep you updated on progress and give an indication of when you can expect a final reply.
Escalation if You Are Unhappy with the Outcome
If you remain dissatisfied after receiving our response, you may ask for your complaint to be reviewed again. In that case, your complaint will be reconsidered, where possible, by a different senior member of the team who was not directly involved in the original investigation.
The reviewer will look at how your complaint was handled, whether the investigation was fair, and whether the outcome was reasonable in light of the evidence and our service commitments. You will then receive a further written response explaining the result of this review.
Complaints Relating to Loss or Damage
If your complaint relates to loss or damage to your belongings during a removal or storage service, it is important that you notify us as soon as possible. Please provide details of the items affected, any photographs, and any supporting documents that may assist in assessing the matter. Such complaints may be considered in line with our terms and conditions and any applicable insurance arrangements.
Confidentiality and Data Protection
All complaints are handled in confidence and in accordance with applicable data protection laws. Information is only shared internally with those who need it to investigate and resolve your complaint, or externally where we are required to do so by law or for the proper handling of insurance and legal matters.
Continuous Improvement
We use information from complaints to review our procedures, staff training and operational practices. By doing so, we aim to reduce the likelihood of similar issues occurring in future and to enhance the overall experience for our removals and storage customers.
Archway Removals values your feedback and appreciates the opportunity to address any concerns. If you have a complaint, please contact us so that we can work with you towards a fair and timely resolution.
