Finchley Removals Complaints Procedure

Finchley Removals is committed to providing a reliable and 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 and put it right as quickly and fairly as possible. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

This procedure is designed to give customers a clear and straightforward route to raise any dissatisfaction with our removal or storage services. It covers issues related to home moves, office relocations, packing services, storage arrangements and associated logistics. We use all feedback and complaints to review and improve our services across the areas we operate in, ensuring that our standards remain consistent and reliable.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Finchley Removals, whether it relates to the conduct of our staff, the handling or storage of your goods, timing and reliability of our crews, documentation, charges, or communication before, during or after your move. You do not need to use specific language or terminology for your concern to be treated as a complaint.

How to Raise a Complaint

You can raise a complaint in writing or verbally. Wherever possible, we encourage you to set out your concerns in writing so that we have a clear record of the issues you wish to be addressed. Please provide the following information when submitting a complaint:

Your full name and contact details, including the best way and time to reach you. Your removal or storage reference number, if available. The date of your move or the period of storage. A clear description of what went wrong, including dates, times and locations where relevant. Details of any damage, loss, delay or other problems experienced. Any supporting information such as photographs, inventory notes or signed documents. What outcome you are seeking, such as an explanation, an apology, a corrective action or a review of charges.

If you raise your complaint verbally, our team will make a written record based on the information you provide. You may be asked to confirm that this record is accurate.

When to Raise a Complaint

We ask that you raise any complaints as soon as reasonably possible after the issue occurs, so that we can investigate while the details are still clear and any evidence is easier to obtain. For concerns relating to physical loss or damage to goods, we may apply specific timeframes in line with the terms and conditions supplied with your quotation and contract. If you are unsure about time limits, you can contact us to ask for clarification.

Our Aims When Handling Complaints

Finchley Removals aims to handle all complaints in a way that is fair, prompt, and transparent. We will:

Treat your complaint seriously and with respect. Acknowledge your complaint and confirm that it is being investigated. Investigate impartially, considering all sides of the issue. Keep you informed about progress and likely timescales. Provide a clear written outcome and explanation. Where appropriate, offer remedies or corrective actions.

Step One: Initial Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable period of time. In our acknowledgement, we will confirm that your complaint is being reviewed, clarify any points that are not clear, and advise you if we need any further information or documents in order to investigate properly. We will also give an indication of the timescale in which you can expect a full response.

Step Two: Investigation

Your complaint will be assigned to a member of our management or office team who is suitably experienced and who has not been directly involved in the matter wherever possible. The investigation may include:

Reviewing your contract, booking details and documentation. Speaking with the crew members or staff involved in your move or storage. Examining logs, schedules and route information for your job. Considering photographs, inventory lists and notes made on the day. Assessing the condition and handling of any items reported as damaged or missing.

We may contact you during the investigation to request further information or supporting evidence where helpful.

Step Three: Response and Resolution

Once we have completed our investigation, we will provide a written response setting out:

A summary of your complaint. The steps we took to investigate. Our findings based on the evidence available. Whether your complaint is upheld in full, in part, or not upheld. Any proposed remedy, such as an apology, an explanation, corrective work, a review of charges, or in appropriate cases, a contribution towards repair or replacement in line with our terms and conditions and any insurance arrangements in place.

We will aim to issue this response within the timescale given at acknowledgement stage. If, due to complexity or the need to gather additional information, we require more time, we will let you know and explain why.

If You Remain Dissatisfied

If you do not agree with the outcome, you may ask for your complaint to be reviewed again by a more senior member of the Finchley Removals team. In your request, please explain which aspects of the decision you disagree with and whether you have any additional information that you would like us to consider. We will then undertake a further review and provide a final written decision.

Claims for Loss or Damage

Complaints that involve alleged loss or damage to your belongings may also be subject to separate claims processes, insurance provisions and contractual terms. These may specify how quickly you must report damage, how items are assessed, and what level of contribution or compensation may be available. Our team will explain any applicable provisions to you and guide you through the relevant steps where necessary.

Using Feedback to Improve Our Services

Every complaint, whether upheld or not, is recorded and reviewed so that Finchley Removals can identify any recurring issues or trends. This helps us improve training, refine our procedures and enhance the overall quality of our removals and storage services for customers across our service areas. We value your feedback and view complaints as an opportunity to improve the way we plan, carry and support local and longer-distance moves.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with relevant data protection requirements. Information about your complaint will only be shared within Finchley Removals with those who need it to investigate and resolve the matter or to review and improve our services.

Review of this Procedure

This Complaints Procedure is reviewed regularly to ensure that it remains clear, fair and effective. Finchley Removals may update this procedure to reflect changes in the law, industry practice or our internal processes. The version available on our website will always be the most current.