Complaints Procedure for Canary Wharf Removal Services

This complaints procedure explains how our removal company based in the Canary Wharf area handles concerns and formal complaints from customers. Our aim is to provide a transparent, fair and consistent process for resolving issues related to home and office moves, packing, storage handling and associated services.

Our Commitment to Customers

We are committed to providing reliable and professional removal services. However, we recognise that problems can occasionally occur. When they do, we want to know about them so that we can put things right where possible, learn from the experience and improve our service across our operating areas.

All complaints are treated seriously, whether they relate to local moves, long-distance removals, packing services, storage handling, or any other aspect of your booking and service experience.

What This Procedure Covers

This procedure is for customers who wish to raise a concern or formal complaint about any part of our removal service, including:

Issues with quotes, booking or administration of your move;
Collection and delivery arrangements;
Conduct, attitude or behaviour of our staff or crews;
Loss of, damage to or delay of goods in our care;
Charges and payment disputes;
Insurance, claims handling and communication about claims.

This procedure applies to all residential and commercial customers using our services in Canary Wharf and surrounding areas.

Raising an Initial Concern

If something goes wrong, we encourage you to raise the matter informally in the first instance. Many issues can be resolved quickly and easily when brought to our attention at an early stage.

If the issue arises on the day of your move, please speak to the team leader on site and explain your concern clearly. They will try to resolve the matter immediately where it is safe and reasonable to do so. If they cannot resolve it, the issue will be passed to the office for further review.

How to Make a Formal Complaint

If your concern is not resolved informally or you prefer a more formal approach, you can submit a written complaint. When doing so, please provide as much detail as possible, including:

Your full name and the address where the service was provided;
The date of your move or the date of the incident;
A clear description of what went wrong and how it has affected you;
Details of any conversations already held with our staff about the issue;
Any relevant supporting information, such as photographs, inventory notes or delivery paperwork.

This information helps us investigate the matter thoroughly and respond appropriately.

Timeframes for Making a Complaint

To allow for a fair and accurate investigation, we ask that complaints be raised as soon as reasonably possible. For issues involving loss or damage, please refer to the timescales in your terms and conditions, as time limits may apply for certain types of claims.

Acknowledging Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. Our acknowledgment will confirm that we have received your complaint and explain the next steps in the process. Where appropriate, we may ask for further information or clarification to help us fully understand the matter.

Investigating Your Complaint

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

Reviewing your booking details, removal documents and terms;
Checking crew reports, schedules and delivery notes;
Discussing the matter with staff members involved;
Reviewing any relevant photographs, damage reports or inventories;
Assessing the circumstances against our policies and contractual obligations.

We aim to complete our investigation and provide a full response within a reasonable period. If, for any reason, more time is needed, we will let you know and explain why.

Our Response and Possible Outcomes

After the investigation, we will provide a clear written response setting out:

Our understanding of your complaint;
The steps we took to investigate;
Our findings and, where appropriate, any explanation or apology;
Any proposed resolution or corrective action.

Depending on the circumstances, possible outcomes may include an apology, a practical remedy, a contribution towards repair or replacement costs, or another form of redress that we consider fair and reasonable under the terms of our agreement and any applicable law.

If You Are Not Satisfied

If you are not satisfied with the outcome of your complaint, you may request that the decision be reviewed by a more senior manager, where this has not already occurred. In doing so, please explain why you remain dissatisfied and what outcome you are seeking.

The reviewing manager will consider the original investigation, any additional information you provide, and whether the response was fair and consistent with our obligations.

Claims for Loss or Damage

Complaints that involve loss of or damage to goods are usually handled under the claims provisions in your terms and conditions. It is important that you follow any reporting procedures outlined in those terms, including any requirements to note damage on delivery documents and to provide evidence of loss or damage.

Where a complaint is related to a potential insurance or liability claim, we may need further documentation to progress the matter, and specific time limits may apply. We will explain these requirements as part of handling your complaint.

Recording and Using Complaint Information

We keep records of all formal complaints, the investigations carried out and the outcomes reached. This information helps us monitor our performance, identify patterns, and improve our removal services across all the areas we serve, including Canary Wharf and nearby districts.

Any personal information provided in connection with a complaint is handled in line with our data protection obligations and used only for the purposes of managing and reviewing your complaint and improving our services.

Continuous Improvement

Feedback, whether positive or negative, is valuable to us. Complaints give us an opportunity to review our processes, staff training, vehicle scheduling, packing standards and communication practices. We regularly review our complaints handling to ensure that our procedure remains clear, accessible and effective for customers using our removal services in and around Canary Wharf.

By setting out this complaints procedure, we aim to provide reassurance that any concerns you have about our removal services will be addressed fairly, promptly and professionally.