Removals Wales Complaints Procedure
This Complaints Procedure explains how Removals Wales handles concerns and complaints about our removal and related services. Our aim is to resolve issues fairly, promptly and transparently, and to use feedback to improve our service for customers throughout our operating areas in Wales and nearby regions.
Our Commitment to You
Removals Wales is committed to providing professional, reliable and courteous removal services. If something goes wrong, we want to know about it so we can put things right and prevent similar issues in the future. We treat all complaints seriously and handle them with respect, confidentiality and without discrimination.
What This Procedure Covers
This procedure applies to complaints related to:
Quality of packing, loading, transport or unloading services
Conduct, attitude or behaviour of our staff or subcontractors
Timing of collections and deliveries, including delays
Damage to property or possessions during removals
Accuracy of quotations, charges and invoicing
Communication before, during or after your move
Any other aspect of the services provided by Removals Wales
Raising a Concern Informally
If you experience a problem during your move, we encourage you to raise it informally with a member of our team as soon as possible. Many issues can be resolved quickly on the day of the move by speaking with the team leader or your usual contact at Removals Wales.
When you raise an issue informally, we will:
Listen carefully to understand your concern
Seek to resolve the matter promptly where possible
Explain what action we can take and any limitations
If we are unable to resolve the problem to your satisfaction at this stage, or if you prefer a formal response, you can make a formal complaint using the process below.
How to Make a Formal Complaint
You can submit a formal complaint in writing. Providing your complaint in writing helps us to understand the issue clearly and record it accurately.
To help us investigate, please include:
Your full name and address
Details of the removal service, including date and locations
A clear description of what went wrong and when
Names of any staff members involved, if known
Any relevant evidence, such as photographs or inventories
Details of any financial loss or damage you are claiming
How you would like us to resolve the matter
We recommend you submit your complaint as soon as reasonably possible after the issue arises, and ideally within 14 days of the service being completed, so that we can investigate while events are still fresh.
Complaint Acknowledgement
Once we receive your formal complaint, we will:
Acknowledge receipt in writing
Provide a reference for your complaint
Confirm who will be handling your case
Explain the next steps and expected timescales
We aim to send this acknowledgement within five working days of receiving your complaint.
How We Investigate Your Complaint
Your complaint will be reviewed by a manager who was not directly involved in the original issue wherever possible. Our investigation may include:
Reviewing your written complaint and any supporting evidence
Checking relevant documentation, including quotes, inventories and job sheets
Speaking with staff members or subcontractors involved in your move
Reviewing photographs, condition reports or other records
Assessing whether our service met our own standards and any applicable industry guidelines
We will consider both what happened and how it was handled, with the aim of reaching a fair and reasonable conclusion based on the available evidence.
Our Response and Timescales
After completing our investigation, we will provide a written response setting out:
Our understanding of your complaint
The steps we have taken to investigate
Our findings and conclusion
Any offer of resolution or proposed remedy
Information about further escalation options if you remain dissatisfied
We aim to send a full written response within 20 working days from the date of our acknowledgement. If we anticipate that it will take longer, we will inform you, explain the reason for the delay and provide a revised timescale.
Possible Outcomes and Remedies
Where your complaint is upheld, possible outcomes may include:
An apology and explanation of what went wrong
Corrective action to remedy the situation where possible
A goodwill gesture where appropriate
Consideration of compensation where loss or damage is proven and covered under our terms
Changes to our internal processes, staff training or procedures to prevent recurrence
Removals Wales will always act in accordance with our contractual terms and any applicable legal obligations when considering remedies.
If You Are Still Unhappy
If you remain dissatisfied after receiving our final response, you may request a further internal review. This request should be made in writing, explaining why you do not agree with our decision and providing any additional information you believe is relevant.
Your complaint will then be reviewed by a more senior manager, who will consider whether the investigation and outcome were fair and reasonable. We will aim to provide a response to this review within 15 working days.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve your complaint. We will hold and process any personal data in line with applicable data protection laws and our internal privacy practices.
Using Complaints to Improve Our Service
Removals Wales values all feedback, including complaints, as an opportunity to improve. We regularly review complaint outcomes and trends to:
Identify areas where our removal services can be enhanced
Improve staff training and guidance
Refine our operational procedures
Strengthen communication with customers before and during moves
By following this Complaints Procedure, we aim to ensure that any concerns you may have about our removal services are handled professionally, fairly and in a timely manner.
