Complaints Procedure for Removals Edinburgh Customers
Removals Edinburgh is committed to delivering a reliable, professional removals and storage service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters 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 of the process.
Our Commitment to You
We aim to handle every complaint fairly, consistently and promptly. When you contact us to make a complaint, we will:
Listen carefully to your concerns and take them seriously.
Record all relevant details accurately and securely.
Investigate the issues thoroughly and objectively.
Respond within clear timeframes and keep you updated.
Offer a clear explanation, apology where appropriate, and a fair resolution.
Use your feedback to review and improve our removals and storage services.
What Is a Complaint
A complaint is any expression of dissatisfaction with our removals, packing, storage, customer service, billing or aftercare, whether it is made verbally or in writing, and whether it is justified or not. You do not need to use the word complaint for your concern to be treated as one.
Examples of complaints may include:
Concerns about how your belongings were handled during a move.
Issues with punctuality, delays or missed appointments.
Disagreements about charges or the information provided in quotations.
Concerns about communication, behaviour or professionalism of staff.
Any other dissatisfaction with the service you received from Removals Edinburgh.
How to Make a Complaint
You can make a complaint in writing or verbally. To help us investigate thoroughly and resolve the issue as quickly as possible, please provide:
Your full name and contact details.
The date of your move or the service concerned.
A clear description of what went wrong.
Any supporting information, such as inventory lists, photographs or reference numbers.
Details of any conversations already held with our team about the matter.
If your complaint relates to an ongoing move or storage arrangement, please let us know as soon as you become aware of the issue so we can act quickly to address it.
Stage One: Initial Complaint Handling
In the first instance, we encourage you to raise your concern with the member of staff you have been dealing with, or with our office team. Many issues can be resolved quickly at this stage with an explanation, clarification or immediate corrective action.
At Stage One we will:
Acknowledge your complaint as soon as reasonably possible.
Clarify any details we are unsure of so that we fully understand the issue.
Attempt to resolve the matter informally where appropriate.
If the matter can be resolved immediately, we will confirm the agreed outcome with you. If we need time to investigate, we will explain the next steps and provide indicative timeframes.
Stage Two: Formal Investigation
If you are not satisfied with the outcome at Stage One, or if the issue is complex or serious, your complaint will move to Stage Two for a formal investigation.
At Stage Two we will:
Assign a manager or senior member of staff who was not directly involved in the original issue to review your complaint.
Gather all relevant information, including records, job sheets, photographs and statements from staff where necessary.
Assess the facts objectively and consider whether our services met our usual standards and commitments.
Provide you with a written response once the investigation is complete. This response will set out our findings, any factors that influenced our decision, and the steps we will take to resolve the matter.
We aim to complete our formal investigation and respond to you within a reasonable timeframe. If we are unable to meet this timescale due to the complexity of the matter, we will let you know and provide an updated estimate.
Possible Outcomes and Resolutions
Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include:
A clear explanation of what happened and why.
A sincere apology where our service has fallen short.
Corrective actions, such as staff training, process changes or adjustments to future services.
Where appropriate, and in line with our terms and conditions and any applicable insurance, consideration of compensation or reimbursement.
We will always explain the reasons behind our decision and how it has been reached.
If You Are Still Unhappy
If, after receiving our final response, you remain dissatisfied with the outcome, you may ask for a further review. In such circumstances, your complaint may be escalated to a more senior manager or director for consideration of whether the procedure was followed correctly and whether the outcome was reasonable based on the information available.
We will confirm the result of this review in writing and explain whether any further steps will be taken by Removals Edinburgh.
Time Limits for Making a Complaint
We recommend that complaints about removals or storage services are raised as soon as possible, and no later than a reasonable period after the service took place. Prompt notification allows us to investigate more effectively and increases the likelihood of a satisfactory resolution.
Where a complaint relates to loss or damage, please also refer to the time limits and reporting requirements set out in our terms and conditions and any insurance documentation provided to you.
Using Complaints to Improve Our Service
Feedback from customers across our service area is vital in helping us maintain high standards. All complaints are recorded and reviewed periodically to identify patterns or recurring issues. Where we identify areas for improvement, we will consider changes to our training, processes, communication or service offering.
By raising your concerns, you help us ensure that Removals Edinburgh continues to provide a dependable and efficient service for households and businesses planning a move.
