Egham Removals Complaints Procedure

Egham Removals is committed to providing a reliable and professional removals service for households and businesses. We recognise that, despite our best efforts, things can occasionally go wrong. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage.

Our commitment to you

We aim to resolve any concerns quickly, fairly and transparently. All complaints are taken seriously and are used to improve our packing, moving, storage and associated services. We will always treat you with courtesy and respect, and we ask that our staff are treated in the same way while a complaint is being handled.

What is a complaint

A complaint is any expression of dissatisfaction about our removals or storage services, whether justified or not, where you are seeking a response or resolution. This can include concerns about service quality, conduct of staff, communication, handling of belongings, adherence to agreed schedules, or the way your enquiry or booking has been managed.

Raising a complaint

You can raise a complaint verbally or in writing. We recommend that you provide your complaint in writing wherever possible so that we have a clear record of the issues and can respond more effectively. When making a complaint, please include:

• Your full name and correspondence address
• Details of the service you received, such as the type of move or storage arrangement and relevant dates
• A clear description of what went wrong and how it has affected you
• Any supporting information you feel is relevant, such as inventories, photographs or job references
• What outcome you are seeking, for example an explanation, apology, correction of an error, or review of costs

Time limits for raising a complaint

We ask that you contact us as soon as possible after the issue arises so that we can investigate while details are still fresh and any evidence is easier to obtain. In cases involving damage or loss of items, you should notify us promptly in line with the terms and conditions provided at the time of booking. If you raise a complaint after a significant delay, it may be more difficult to investigate fully, but we will always review the matter and explain what we can reasonably do.

How we acknowledge your complaint

Once we receive your complaint, we will log it in our internal system and allocate it to an appropriate member of our management team. We will acknowledge your complaint within a reasonable timeframe and confirm that it is being investigated. Where necessary, we may ask for further information to ensure we fully understand the nature of your concerns.

Investigation process

Our investigation will be carried out by a manager who was not directly responsible for the issue you have raised, wherever possible. The investigation may include:

• Reviewing your booking details, removal plan and confirmation documents
• Speaking with the team members involved in your move or storage service
• Examining any relevant records, such as inventories, condition reports or signed paperwork
• Assessing any photographs, videos or other evidence you have provided
• Considering our internal policies, procedures and service commitments

Our response and possible outcomes

After completing our investigation, we will provide you with a clear and concise response. This will normally include:

• A summary of the complaint as we understand it
• The steps we took to investigate the matter
• Our findings and any conclusions we have reached
• Any actions we propose to take to resolve the issue
• Information on any further options open to you if you remain dissatisfied

Depending on the circumstances, possible outcomes may include an explanation, an apology, corrective action to our services, or a financial adjustment in line with our terms and conditions. Any such outcomes are considered on a case by case basis and will take into account the evidence available and any contractual limitations that apply.

Timeframe for resolving complaints

We aim to resolve most complaints within a reasonable period. More complex matters, for example those involving damage assessment or multiple parties, may take longer. If our investigation is likely to exceed the usual timescale, we will keep you informed of progress and provide an updated expected timeframe for a final response.

Escalating your complaint

If you are not satisfied with the outcome of your complaint or the way it has been handled, you may ask for the matter to be reviewed by a more senior manager. When requesting an escalation, please explain why you remain dissatisfied and what further resolution you are seeking. The senior review will consider whether the original investigation was thorough and whether the outcome was fair and reasonable based on the information available.

Use of feedback and continuous improvement

Every complaint and item of feedback is recorded and periodically reviewed by our management team. Trends and recurring issues are identified so that we can make improvements to staff training, planning, packing methods, vehicle loading procedures, storage handling and customer communication. Our aim is to reduce the likelihood of similar issues occurring in the future and to enhance the overall customer experience for moves within our service areas and beyond.

Confidentiality and data protection

All complaints are handled in line with our data protection responsibilities. Information related to your complaint will be kept securely and only shared with staff who need it to investigate and resolve the matter. We will retain records of complaints for an appropriate period for monitoring, auditing and legal purposes.

Review of this complaints procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and in line with current legal and industry standards for removal and storage services. We may update this procedure from time to time. Any changes will apply from the date they are published.

Egham Removals values your custom and your feedback. By following this procedure, we aim to address your concerns effectively and maintain the high standards of service that our customers expect when arranging moves and storage in our operating areas.