Complaints Procedure

Ilford Removals Complaints Procedure

Ilford Removals aims to provide a professional and reliable moving service for every customer, whether you are relocating your home, office, or placing items into storage. If something does not go as expected, this Complaints Procedure explains how to raise your concerns and how we will work with you to resolve them fairly and promptly.

Our Commitment to You

We are committed to handling every complaint in a transparent, consistent and respectful way. We will:

Listen carefully to your concerns, treat you courteously and take your complaint seriously.

Seek to resolve issues as quickly as possible at the earliest stage.

Provide clear explanations of what we are doing and why.

Use feedback to improve our services, working practices and staff training.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether related to removals, packing, handling of belongings, storage, punctuality, communication, staff conduct or administrative matters such as quotations and invoicing.

You can complain even if you are not sure whether we are at fault. We welcome the opportunity to review what went wrong and to put things right where we can.

When to Raise a Concern Informally

Where possible, we encourage customers to raise any concerns as soon as they arise. Many issues can be resolved quickly and informally on the day of the move or soon afterwards. You can speak directly to the team leader on site or to our office team, who will aim to resolve the matter without the need for a formal complaint.

If you feel that the response to your concern is not satisfactory, or if the issue is more serious or complex, you should follow the formal complaints process set out below.

How to Make a Formal Complaint

To help us investigate and respond effectively, please make your complaint in writing. When submitting your complaint, please provide:

Your full name and contact details.

The date and location of the move or service.

A clear description of what happened, including relevant dates and times.

Details of any conversations you have already had with our staff.

Any supporting information that you think is relevant, such as photographs or inventory details.

Written complaints allow us to keep an accurate record and ensure nothing is missed when we carry out our investigation.

Acknowledgement of Your Complaint

Once we receive your written complaint, we will acknowledge it in writing. We aim to send this acknowledgement within a reasonable time period. In our acknowledgement we will confirm that we have received your complaint and explain the next steps in the process.

Investigation and Response Timescales

Your complaint will be assigned to a member of our management team who is responsible for investigating the matter. Depending on the nature of the complaint, this may include:

Reviewing your move documentation and any signed paperwork.

Speaking with the crew members or office staff involved.

Examining photographs, inventory lists or condition reports where relevant.

Checking our vehicle, route and scheduling records where appropriate.

We will aim to provide you with a full written response within a reasonable and proportionate timeframe, taking into account the complexity of the case. If we need more time to investigate thoroughly, we will let you know and provide an updated timescale.

Our Written Outcome

Our written response will set out:

A summary of your complaint and the issues you have raised.

The steps we have taken to investigate.

Our findings and, where appropriate, an apology.

Any proposed resolution or remedial action.

The outcome may include an explanation, corrective action during future moves, staff training, service improvements, or where appropriate, consideration of compensation in line with our terms and conditions and any applicable removal or storage policies.

If You Are Not Satisfied With the Outcome

If you are unhappy with our initial response, you may ask for your complaint to be reviewed. A senior manager who was not directly involved in the original decision will re-examine your complaint, the investigation and the outcome. They may contact you to clarify details or request further information.

After this review, we will issue a final written response. This will explain whether our original decision is upheld or amended, and will outline any further steps we are prepared to take. This is the final stage of our internal complaints procedure.

Time Limits for Complaints

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the event. For issues related to loss or damage to goods, you should also refer to your contract and any insurance documents for specific notification requirements, as different time limits may apply to claims.

Complaints Involving Damage or Loss

If your complaint relates to damage to property or loss of items during a move or storage, please describe the items clearly and provide any evidence you have. This may include photographs taken before and after the move, copies of inventories, valuation documents, or any other relevant records. We will review these alongside our own documentation, including collection and delivery notes and any pre-move condition reports.

Any consideration of compensation will be assessed in line with our contractual terms and any applicable insurance arrangements. We will explain these to you as part of our response.

Using Complaints to Improve Our Service

Every complaint helps us identify ways to improve. We regularly review complaints data to look for patterns and recurring issues. Where we identify areas for improvement, we may update our procedures, provide additional staff training, make changes to our packing and handling methods, or review how we plan and manage moves in busy residential and commercial areas.

Confidentiality and Data Protection

We will handle your complaint and any personal information you provide in a confidential manner and in accordance with applicable data protection laws. Information will only be shared with staff who need it to investigate and resolve your complaint or to improve our services.

Accessibility and Assistance

If you need help to make a complaint, or if you require us to communicate with you in a particular way, please let us know when you contact us. We will do our best to accommodate reasonable requests to ensure that all customers can access this Complaints Procedure and have their concerns properly heard.

This Complaints Procedure is designed to ensure your concerns about our removal and storage services are handled fairly, consistently and within reasonable timescales, wherever you are moving from or to within our service area.