Acton Removals Complaints Procedure

Acton Removals is committed to providing a reliable and professional removals service for households and businesses. We aim to complete every move safely, efficiently and with care. If something does go wrong or you are unhappy with any aspect of our service, we want to hear from you so that we can put matters right and improve what we do.

This complaints procedure explains how you can raise a concern, how we will handle your complaint, and the standards you can expect from us throughout the process.

Scope of this complaints procedure

This procedure covers complaints relating to any service provided by Acton Removals, including domestic moves, office relocations, packing services, storage services and any related work carried out by our team. It applies to all customers who have booked services with us, whether for small local moves or larger and more complex relocations.

If you have a general enquiry, wish to request a quotation or need to change your booking, please contact our office in the usual way. This procedure is specifically for situations where you believe something has gone wrong or you are dissatisfied with our service.

Our complaints principles

We handle all complaints in line with the following principles:

Fairness: We listen to all sides of the matter and consider the facts carefully before reaching a decision.

Respect: You will be treated courteously and with respect at all times, and we expect our staff to be treated in the same way.

Confidentiality: Complaints are handled discreetly and information is shared only with those who need it to resolve the matter.

Timeliness: We aim to acknowledge and resolve complaints as quickly as reasonably possible.

Learning: Where appropriate, we use complaints to improve our training, processes and service standards.

How to raise a complaint

If you are dissatisfied with any part of our removals or storage service, please raise your concerns as soon as possible. In many cases, issues can be resolved quickly and informally by speaking to our staff.

Step 1: Speak to the team on the day

If your concern arises during your move, please speak to the team leader on site in the first instance. They will try to resolve practical issues where possible, such as clarifying what has been agreed, addressing care and handling concerns, or dealing with access or timing problems.

Step 2: Contact the office

If the team leader cannot resolve the issue to your satisfaction, or if your concern arises before or after moving day, you can raise a complaint with our office. When you do this, please provide:

Your full name and address

Your booking or reference number if available

The date of your move or scheduled service

A clear description of what has gone wrong or why you are dissatisfied

Any supporting information, such as photographs, inventories or written notes

Providing this information helps us understand the issue and investigate it effectively.

Timescales for raising a complaint

We ask that you raise any complaint as soon as you reasonably can, and ideally within a short time after the service has been provided. Certain types of claims, particularly those relating to loss or damage, may be subject to specific time limits set out in our terms and conditions. We will draw your attention to these when you book, and you can ask our office for a copy at any time.

How we will handle your complaint

Once we receive your complaint, we will follow these steps.

Acknowledgement

We will acknowledge your complaint and confirm that we are looking into the matter. Where possible, we will give you the name or position of the person handling your complaint so that you know who to contact.

Investigation

We will review the details you have provided and gather any additional information we need. This may include:

Speaking to the removals team and other staff involved

Reviewing notes, checklists and inventories related to your move

Examining photographs or other evidence you have sent to us

Reviewing our terms, quotations and any special instructions agreed in advance

During this stage we may contact you to clarify points or request further information. We aim to carry out the investigation as thoroughly and efficiently as we can.

Response

Once we have completed our investigation, we will provide you with a written response. This will explain:

Our understanding of your complaint

The findings of our investigation

Any decision we have reached

Any steps we propose to take to put matters right or improve our service

We aim to provide a full response within a reasonable period, taking into account the complexity of the complaint and the time needed to gather information. If we cannot respond fully within this time, we will let you know and explain when you can expect a further update.

Outcomes and remedies

Depending on the nature of your complaint and our findings, possible outcomes may include:

An apology and explanation of what went wrong

Practical steps to complete or correct outstanding work where appropriate

A review of our processes or further staff training to reduce the chance of recurrence

Where applicable and in line with our terms and conditions, a financial settlement or contribution

Any offer of remedy is made with reference to the circumstances of the case, the evidence available, and the contractual terms agreed at the time of booking.

Further escalation

If you are unhappy with the outcome of your complaint, you can ask for the decision to be reviewed. In doing so, please explain why you remain dissatisfied and highlight any information you feel has not been fully considered.

We will then arrange for a manager or another appropriate person, who has not been directly involved in the original investigation, to review the complaint, the process followed and the decision reached. Following this review, we will provide a final response.

Using complaints to improve our services

Acton Removals values feedback and treats all complaints as an opportunity to improve. We regularly review the complaints we receive to identify patterns, training needs and areas where our removals and storage services can be developed. By sharing your concerns with us, you help us to maintain and enhance our standards for all customers.

Contacting Acton Removals

If you wish to raise a complaint or request a copy of this complaints procedure in another format, please contact our office using your usual communication method. Our team will be happy to guide you through the process and ensure that your concerns are recorded and handled in line with this procedure.