Reading Removals Complaints Procedure

Reading Removals is committed to providing reliable, professional removal and storage services. We take all feedback seriously and view complaints as an opportunity to improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for handling complaints about our home removals, office moves and related services. It applies to all customers who have used our services, including packing, storage and local or longer-distance moves.

We aim to resolve complaints quickly, transparently and professionally, with a focus on putting things right and learning from any issues that arise.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of our service, the conduct of our staff or contractors, or the way we have handled a previous concern. Examples include, but are not limited to, concerns about:

Service quality during a move, such as punctuality, care of belongings or adherence to agreed arrangements

Damage or loss of items during packing, loading, transport or unloading

Communication before, during or after your move

Conduct, behaviour or attitude of our team members

Administration, billing or documentation issues

If you are unsure whether your concern is a complaint, you can raise it with us and we will advise you how it will be handled.

3. Raising a Complaint

We encourage you to raise any concerns as soon as possible so that we can investigate effectively and resolve matters promptly.

You can make a complaint in any of the following ways:

Verbally, to a team leader or member of our office staff

In writing, addressed to the Complaints Manager

When making a complaint, please provide as much detail as you can, including:

Your full name and a way we can contact you

Your move date and any reference or job number if available

A clear description of what went wrong and when it occurred

Details of any damage or losses, if relevant

Any steps already taken to resolve the matter

This information helps us to carry out a thorough and fair investigation.

4. Our Complaints Handling Stages

4.1 Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. For written complaints, we will normally confirm receipt within a few working days. At this stage we may ask you for further information or clarification if needed.

4.2 Investigation

Your complaint will be reviewed 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 and removal documents

Speaking with staff involved in your move

Inspecting any relevant notes, photographs or reports

Assessing any damage or loss information provided

We aim to complete our investigation and provide a full response within a reasonable timeframe. If, for any reason, we are unable to respond in full within that time, we will update you on progress and let you know when you can expect a final response.

4.3 Outcome and Response

Once our investigation is complete, we will write to you with our findings and the outcome. Our response will normally include:

A summary of your complaint

Details of the investigation carried out

Our conclusions and, where appropriate, any apology

Information about any corrective or remedial actions we will take

Where applicable, details of any proposed resolution, such as compensation in line with our terms and conditions and any relevant insurance arrangements

5. Resolution and Remedies

Where we uphold a complaint, we will seek to provide a fair and proportionate remedy. Depending on the circumstances, this may include:

An explanation of what went wrong and why

A sincere apology

Practical steps to put the matter right where possible

Consideration of compensation or contribution towards costs, assessed in line with our contractual terms and any applicable insurance cover

Service improvements, staff training or changes to procedures to prevent similar issues recurring

Any financial remedy will always be considered in the context of our agreed terms of business and relevant coverage limits.

6. Escalating Your Complaint

If you are not satisfied with the outcome of your initial complaint, you may request that the matter be reviewed at a higher level within Reading Removals. We will arrange for a senior manager, not previously involved in the case, to re-examine the complaint, the investigation and the outcome.

Following this review, we will provide a further written response explaining whether our original decision is upheld, varied or overturned, together with reasons.

7. Time Limits for Complaints

To help us investigate effectively, we ask that you raise any complaint as soon as you reasonably can after the issue occurs. Some matters, particularly those involving potential damage or loss, may also be subject to specific time limits set out in our terms and conditions or in any relevant insurance policy.

We recommend that you review your paperwork and notify us promptly so that we can assess and, where appropriate, evidence the situation fully.

8. Our Commitment to Fairness and Privacy

All complaints will be handled impartially, respectfully and without discrimination. We will treat you courteously at all times and expect the same courtesy for our staff.

Any personal information provided in connection with a complaint will be handled in accordance with applicable data protection requirements. Details will be shared only with those who need them to investigate and resolve the matter, or where we are required to do so by law.

9. Continuous Improvement

We use information from complaints to review and improve our removal and storage services. This may include additional staff training, updates to our processes, or changes to how we plan and manage moves in our service area.

By following this Complaints Procedure, Reading Removals aims to respond constructively to any concerns, resolve issues wherever possible and maintain high standards of service for all customers.