Complaints Procedure
Finchley Removals Complaints Procedure
Finchley Removals is committed to providing a reliable, professional removals and storage service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service for the future. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.
Our commitment to handling complaints
We treat every complaint seriously and aim to resolve issues as quickly and fairly as possible. We will always aim to:
Listen carefully to your concerns, keep you informed throughout the process, investigate the matter thoroughly and impartially, offer a clear explanation and, where appropriate, a suitable remedy, use your feedback to improve our removals and storage services.
What is a complaint
A complaint is any expression of dissatisfaction about our removals, packing, storage or related services where you are seeking a response. This may relate to:
The quality of our work or conduct of our staff on the day of your move, delays, missed appointments or communication problems, loss of or damage to goods, invoicing or payment issues, any other aspect of the service you feel has not met the standards you reasonably expected.
How to make a complaint
You can raise a complaint in the way that is most convenient for you. Please provide as much information as possible so that we can investigate effectively. It is helpful if you include:
Your full name, your postal address, the date of your move or service, a clear description of what went wrong, any relevant reference numbers or documentation, what outcome you are seeking.
We encourage you to raise any concerns as soon as possible after the issue arises, so that details are clear and we can resolve matters promptly.
Stage one: informal resolution
Where possible, we aim to resolve complaints informally and quickly. In the first instance, please raise your concern with the team member or coordinator you have been dealing with. Many issues can be clarified or resolved at this level, for example by explaining what happened, arranging a revisit, or agreeing a simple remedy.
If your complaint is made during a move, you should ask to speak to the lead mover or supervisor on site so that immediate steps can be considered. If the matter cannot be resolved on the day, it will be referred to our office team for further review.
Stage two: formal written complaint
If you remain dissatisfied after informal discussions, or if the issue is more serious, you may submit a formal complaint in writing. When we receive your formal complaint, we will:
Acknowledge receipt within a reasonable timeframe, usually within five working days, record the details of your complaint in our internal system, assign an appropriate manager to investigate the matter.
The investigating manager may contact you to request further information, clarification, or any photographs or evidence relevant to the complaint. This helps us to understand your experience and assess any potential loss or damage fairly.
Our investigation and response
We aim to complete our investigation and provide a full written response within 28 days of receiving your formal complaint. If, for any reason, we need more time, we will let you know and explain why there is a delay and when you can expect a full reply.
Our written response will normally include:
A summary of your complaint, an outline of the investigations carried out, our findings and any supporting reasoning, details of any proposed remedy or corrective action, information about what you can do if you remain dissatisfied.
Possible outcomes may include an apology, an explanation, corrective work, a goodwill gesture, or financial compensation where appropriate and in line with our terms and conditions and any applicable insurance cover.
Stage three: escalation within Finchley Removals
If you do not agree with the outcome of our formal investigation, you may request that your complaint is reviewed by a more senior manager or director. Please explain why you are unhappy with the previous response and what you believe has not been addressed.
The senior reviewer will consider all previous correspondence, the findings of the initial investigation, and any additional information you provide. They may contact you to discuss the matter further. Following this review, you will receive a final response, normally within 21 days of your escalation request.
Time limits for raising complaints
To help us investigate effectively, we ask that complaints relating to service delivery, including loss or damage, are made as soon as reasonably possible and in line with the time limits set out in your contract and our terms and conditions. These may specify different notice periods for visible damage, non-delivery, or other issues. Raising concerns promptly improves the chances of a satisfactory resolution.
Insurance, loss and damage claims
Where your complaint involves loss of or damage to goods during a removal or storage service, our response and any compensation will be subject to the terms of our contract and any applicable insurance policy. You may be asked to provide photographs, purchase receipts, or other evidence to support your claim and help us assess the value of any loss.
In some cases, we may appoint an independent assessor or request additional information before confirming our decision.
Using our feedback to improve
All complaints, whether upheld or not, are recorded and reviewed periodically. We use this information to identify patterns, staff training needs, and opportunities to improve our planning, communication and handling processes across our removal and storage services in the areas we cover.
Changes to this Complaints Procedure
Finchley Removals may update this Complaints Procedure from time to time to reflect changes in our business, industry standards or legal requirements. The version in force at the time you submit your complaint will apply to the handling of your case.
