Complaints Procedure

Docklands Removals Complaints Procedure

Docklands Removals is committed to providing a reliable and professional removals, packing and storage service across our operating areas. 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, learn from the issue and improve our services for future customers.

This Complaints Procedure explains how you can raise a concern or complaint, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We aim to handle all complaints in a way that is fair, consistent and timely. Our key commitments are to:

Listen carefully to your concerns and treat you with courtesy and respect at all times.

Investigate your complaint thoroughly, considering all the information you provide.

Respond within clear timescales and keep you updated if further time is needed.

Explain our findings and any decisions in plain and transparent language.

Use feedback and complaints to improve our removal and storage services.

What This Procedure Covers

This procedure applies to complaints about our services, including house moves, flat moves, office relocations, packing services, storage arrangements, and related customer service. It covers issues such as delays, conduct of staff, loss or damage to goods, communication problems, invoicing concerns, or any aspect of our work you are unhappy with.

It does not cover general service enquiries, booking questions or requests for quotations, which should be directed through our usual customer service channels.

Raising an Informal Concern

In many cases, issues can be resolved quickly and informally. If you experience a problem during your move or while using our storage or packing services, please raise it as soon as possible with the team on the day or with your usual office contact.

Wherever we can, we will try to resolve the matter immediately, for example by adjusting the service on the day, clarifying an agreement, or correcting an administrative error. If you are not satisfied with the informal response, or if the issue is more serious, you may wish to make a formal complaint.

How to Make a Formal Complaint

If you wish to make a formal complaint, please contact us in writing. Written complaints help us understand the issue clearly and create a record of the matter and our response.

When submitting your complaint, please include:

Your full name and any reference or booking number related to your move or storage.

The date of your move or the period of service concerned.

A clear description of what went wrong, including dates, times and locations where possible.

Details of any staff you spoke to and what was discussed.

What outcome or resolution you are seeking, such as an explanation, apology or review of charges.

If relevant, please also attach copies of any supporting documents that may help us investigate, such as inventory lists, photographs of damage, or copies of correspondence.

What Happens After You Complain

Once we receive your complaint, we will follow these steps.

Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being investigated. We aim to do this within five working days.

Investigation: Your complaint will be reviewed by a manager who was not directly involved in the original issue wherever possible. They may contact you to clarify points, request further information or discuss your concerns in more detail.

Response: After completing the investigation, we will provide you with a written response. This will normally be within twenty working days from the date we receive your complaint. If we need more time, we will let you know and explain why.

Our written response will usually include a summary of your complaint, the steps we have taken to investigate, our findings and any actions we propose to take to resolve the matter.

Possible Outcomes

Depending on the nature of your complaint and the outcome of our investigation, we may:

Offer an explanation of what has happened and why.

Provide an apology where we have fallen short of our standards.

Take corrective action to remedy the problem where appropriate.

Review our procedures or staff training to prevent similar issues arising.

Review charges or discuss practical resolutions in line with our terms and conditions and any applicable removal industry standards.

If You Are Not Satisfied With Our Response

If you are unhappy with the outcome of our investigation or the way your complaint has been handled, you can request a further review. Please set out why you are dissatisfied and what you would like us to reconsider.

A senior member of our management team will then review the complaint, our original investigation and response, along with any additional information you provide. We will then issue a final written response explaining our position and any further actions we can take.

Time Limits for Complaints

To help us investigate effectively, we ask that complaints are raised as soon as reasonably possible after the event, ideally within 14 days of your move or the service in question. Complaints raised much later may be harder to investigate, particularly if staff have changed or records are no longer available, but we will still do our best to review the matter fairly.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with those who need it to investigate and respond to your complaint. Any personal data we collect during the complaints process will be handled in accordance with our data protection responsibilities and used only for the purpose of managing your complaint and improving our services.

Continuous Improvement

Docklands Removals values all feedback from customers across our service area. Complaints are logged and monitored so that we can identify recurring issues, trends and opportunities to improve the way we manage moves, packing and storage solutions. Your complaint will always be taken seriously and used as an opportunity to enhance our service standards.

This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and aligned with good practice in the removals industry.