Waterloo Removals Complaints Procedure

Waterloo Removals is committed to providing a reliable and professional removals service for homes and businesses. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right where possible and improve our services for the future. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment To You

We take all complaints seriously and view them as an opportunity to learn and improve. We aim to handle complaints promptly, fairly, and consistently, whether they relate to local moves, longer distance relocations, packing services, or storage arrangements. We will treat you with respect and keep you informed throughout the process.

We will always aim to:

• Listen carefully to your concerns and understand the issues you have experienced.
• Acknowledge your complaint within a reasonable timeframe.
• Investigate the matter thoroughly and impartially.
• Provide a clear explanation of our findings and any next steps.
• Where appropriate, offer a suitable remedy or solution.

What Is A Complaint

A complaint is any expression of dissatisfaction about our services, whether it arises before, during, or after your move. This may include issues relating to booking arrangements, conduct of our staff, timing of services, handling of goods, or the quality of our packing, removal, or storage services.

We encourage you to raise concerns as soon as possible so that we have the best chance to resolve matters quickly and effectively.

Informal Resolution

In many cases, concerns can be resolved informally and at an early stage. If you are unhappy with any aspect of our service on the day of your move or shortly afterwards, please raise the issue directly with the team leader on site or your usual office contact. They may be able to address the problem immediately, such as clarifying arrangements, adjusting the work being carried out, or resolving minor practical issues.

If your concern cannot be resolved informally or you remain dissatisfied, you can make a formal complaint using the process set out below.

How To Make A Formal Complaint

You can make a formal complaint in writing. Written complaints help us understand the details clearly and keep an accurate record of what has happened. When submitting your complaint, please include the following information where possible:

• Your full name and the address from which and to which you moved.
• The date of your move or the date the issue arose.
• A clear description of what went wrong and how it has affected you.
• Any relevant reference numbers or job details.
• Any supporting information, such as photographs or inventories, if available.

We encourage you to submit your complaint as soon as reasonably possible after the issue arises. This helps us to investigate effectively, particularly where it relates to the handling or condition of your belongings.

Acknowledgement Of Your Complaint

Once we receive your formal complaint, we will send you an acknowledgement to confirm that it has been received and is being reviewed. We aim to acknowledge all written complaints within a reasonable period of time. The acknowledgement will outline the next steps and advise when you can expect a full response.

Investigation Process

Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the matter you are concerned about, wherever possible. The investigation may include:

• Reviewing your written complaint and any documents or images you provide.
• Checking internal records, inventories, and schedules related to your move.
• Speaking with the staff and crew members involved.
• Inspecting any relevant paperwork or service agreements.

Our aim is to form a fair and balanced view of what has happened, taking into account all available information. If we need further details from you during the investigation, we may contact you to clarify certain points or request additional evidence.

Our Response And Possible Outcomes

After we have completed our investigation, we will send you a written response setting out our findings. This response will usually include:

• A summary of your complaint and the issues raised.
• Details of the steps we have taken to investigate.
• Our decision and the reasons for it.
• Any actions we propose to take as a result.

Depending on the nature of the complaint and the outcome of our investigation, possible actions may include an apology, practical steps to correct an error, a review of our internal procedures, additional staff training, or other appropriate remedies in line with our terms and conditions and any applicable policies.

If You Remain Dissatisfied

If you are not satisfied with our response, you can ask for your complaint to be reviewed. A more senior member of the management team will reconsider the matter, taking into account the original complaint, the investigation, and your reasons for remaining unhappy.

Following this review, we will send you a final response outlining our conclusions and confirming that our internal complaints process has been exhausted. At this stage, we will explain whether there are any further options available to you, for example under any independent dispute resolution scheme to which we may belong, and in line with your statutory rights.

Timescales

We aim to deal with complaints as quickly as reasonably possible while ensuring that the investigation is thorough and fair. Certain cases, such as those involving complex circumstances or detailed assessment of items, may take longer. If we foresee a delay, we will let you know and provide an updated timescale for our response.

Confidentiality And Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it to investigate and resolve your concerns. We will process any personal data in accordance with our data protection obligations and privacy practices.

Continuous Improvement

We regularly review complaints to identify patterns or recurring issues. This helps us to improve the quality, reliability, and safety of our removals, packing, and storage services across the areas we cover. Feedback, including complaints, plays an important role in helping Waterloo Removals maintain and develop high standards of customer care.

We appreciate you taking the time to raise your concerns with us and giving us the opportunity to address them.