Dulwich Removals Complaints Procedure

This Complaints Procedure explains how Dulwich Removals manages and resolves complaints about our services, including home and office moves, packing, storage, and associated removals work. Our aim is to respond promptly, treat all customers fairly, and use feedback to improve our service across the areas we operate.

Our commitment to resolving complaints

We recognise that moving home or business premises can be stressful, and that any issue with a removals service can add to that pressure. Dulwich Removals is committed to handling all complaints in a professional, consistent and transparent manner. We will always:

Listen carefully to your concerns, record all relevant details, and treat you with respect at every stage. Investigate the matter thoroughly and objectively, gathering information from all parties involved. Aim to resolve issues as quickly as possible, keeping you informed throughout. Provide a clear outcome and explanation in writing where appropriate. Use the experience to review and, if necessary, improve our internal processes and staff training.

What counts as a complaint

A complaint is any expression of dissatisfaction about the service you have received from Dulwich Removals, whether it concerns:

The standard of packing, loading, transport, or unloading. Staff conduct or communication on the day of the move. Punctuality, scheduling, or adherence to agreed dates and times. Handling of your belongings, including concerns about damage or loss. Documentation, quotations, invoicing, or general customer service. Any other aspect of our removals, storage or related services.

We encourage you to tell us as soon as possible if you are unhappy with any part of our service so that we can address the issue quickly and effectively.

How to make a complaint

You can make a complaint verbally or in writing. While we will always accept verbal complaints, we encourage written complaints where possible so that both you and our team have a clear record of the issue and the outcome.

When making a complaint, please provide the following information so that we can investigate efficiently:

Your full name and the address where the removal service was carried out. The date of your move and any reference or booking numbers you may have. A clear description of your complaint, including what happened, when it happened, and who was involved if known. Details of any damage, loss, or specific incidents you wish to highlight. Any supporting information you consider relevant, such as photographs, inventory lists, or correspondence.

Once we receive your complaint, we will log it on our internal system and begin our formal complaints process.

Stage one: Initial response and acknowledgement

We aim to acknowledge all complaints promptly. In our acknowledgement, we will confirm that we have received your complaint, provide the name or role of the person responsible for handling it, and indicate the likely timescale for our investigation and response.

Where the issue appears straightforward and can be resolved quickly, we will try to address it at this stage. If we are able to reach an immediate resolution that you are happy with, the complaint may be closed at stage one. If the matter is more complex or requires further investigation, it will proceed to stage two.

Stage two: Investigation and outcome

At this stage, a member of our management or customer care team will review your complaint in more detail. This may involve:

Speaking with the staff members who carried out the work. Reviewing job sheets, inventories, and any photographs or video provided. Examining relevant documents, such as the quotation, contract terms, and correspondence. Considering any external factors that may have influenced the service, such as access restrictions or third-party involvement.

Following the investigation, we will provide you with a written response setting out:

Our understanding of your complaint. A summary of the investigation carried out. Our decision and any findings arising from the investigation. Any actions we propose to take, which may include explanations, apologies, service improvements, or other appropriate remedies in line with our terms and conditions.

Stage three: Escalation

If you are not satisfied with the outcome at stage two, you may ask for your complaint to be reviewed again. At this stage, a more senior member of the team will assess both your original complaint and the way in which it was handled. They may contact you to clarify any remaining concerns or to obtain further information.

After this review, we will provide our final position on your complaint. This will include a summary of any additional considerations, along with confirmation of whether our original decision is upheld or amended.

Time limits for complaints

To help us investigate fairly and effectively, we ask that complaints about our removals services are raised as soon as reasonably possible after the work has been carried out. Where your concern relates to damage or loss of goods, it is important that you check your items promptly after delivery and notify us within the time limits set out in our terms and conditions.

Delays in notifying us may affect the range of options available for resolution and may limit our ability to gather accurate information from staff, records, or third parties.

How we use complaints to improve our service

Dulwich Removals views complaints as an important source of feedback and an opportunity to improve. We regularly review complaint patterns and outcomes to identify areas where our processes, staff training, or customer communications can be strengthened. This enables us to continue developing the quality, reliability and professionalism of our removals services for households and businesses within our service areas.

Confidentiality and data protection

All complaints are handled in confidence and in accordance with applicable data protection requirements. Information is only shared with those directly involved in investigating and resolving the complaint, or where we are required to share it by law.

Review of this Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, legal or regulatory requirements, or industry best practice. The version published on our website is the current version in force.