Notting Hill Removals Complaints Procedure

Notting Hill Removals is committed to providing a professional, reliable removal service for homes and businesses. We recognise that, on rare occasions, 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. This complaints procedure explains how you can raise a concern and how we will handle it.

Purpose of this Complaints Procedure

The purpose of this procedure is to set out a clear, fair and transparent process for dealing with complaints about our removal, packing, storage and related services. It covers all customers who use our services, whether for local moves, longer-distance relocations, or commercial moves. Our aim is to resolve issues promptly, courteously and in a way that is fair to all parties.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response. This may relate to, for example:

Delays or missed collection or delivery times, conduct, attitude or professionalism of our staff or contractors, the standard of packing, handling or transportation of your belongings, damage or loss of items during a move or storage, the accuracy or clarity of quotes, invoices or other documentation, or how we have communicated with you before, during or after your move.

We encourage you to raise any concerns, whether minor or serious. Early feedback often allows us to resolve matters quickly.

How to Make a Complaint

You can make a complaint in writing or by speaking with a member of our team. While we accept verbal complaints, we recommend that you set out your complaint in writing so there is a clear record of your concerns. This helps us investigate thoroughly and respond accurately.

When you contact us, please provide as much detail as possible, including: your full name, the address you moved from and to, the date of your move or the relevant service, a clear description of what went wrong and when it occurred, any relevant documentation or reference numbers, such as your quotation or invoice number, and what you would consider a fair resolution, where appropriate.

If your complaint relates to potential loss or damage, please describe the items involved and, where possible, include details such as make, model, age, purchase price or estimated value, and photographs if you have them available.

Our Complaints Handling Stages

We aim to handle every complaint in a consistent way, whether it concerns a small local move or a larger relocation.

Initial acknowledgement: Once we receive your complaint, we will acknowledge it. Where your complaint is made verbally, we may ask you to confirm the details in writing so that we can ensure we have understood it correctly.

Assessment and allocation: Your complaint will be reviewed by an appropriate member of our management team who is not directly involved in the matter wherever possible. They will be responsible for investigating your concerns and coordinating our response.

Investigation: We may speak with staff members who attended your property, review route plans or job sheets, inspect photographs, or look at any relevant documentation, such as your signed inventory, terms and conditions or correspondence. We may contact you during this stage if we need further information or clarification.

Response: Once our investigation is complete, we will send you a written response setting out our findings, any steps we have already taken, and any proposed resolution. If we do not uphold your complaint, we will explain our reasons clearly.

Timescales

We aim to resolve most complaints as quickly as possible. Simple issues may be resolved within a few days. More complex matters, especially those involving alleged damage or loss, may take longer while we gather all necessary information. If we cannot provide a full response within a reasonable period, we will keep you informed of our progress and let you know when you can expect an outcome.

Possible Outcomes

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following, as appropriate and in line with our terms and conditions and any applicable insurance cover:

An explanation or clarification about what happened, an apology where something has gone wrong, corrective action, such as staff training or changes to procedures, practical steps to put things right where possible, or financial settlement where due under our contractual obligations and applicable cover.

Any settlement related to damage or loss will be considered in accordance with the valuation, coverage and limitations agreed in your contract and any insurance arrangements you have in place.

Escalating Your Complaint

If you are not satisfied with our initial response, you may request that your complaint is reviewed at a higher level within the company. In your escalation request, please explain why you are dissatisfied with the initial outcome and what further resolution you are seeking. A more senior member of our team will then review the case, consider the investigation already carried out, and decide whether any further action is appropriate. We will provide a final response once this review is complete.

Your Responsibilities

To help us handle your complaint effectively, we ask that you provide accurate information, respond to reasonable requests for additional details, and treat our staff with respect at all times. Where damage or loss is alleged, please report this as soon as reasonably possible and avoid disposing of or repairing items until we have had an opportunity to review the matter, unless you need to act sooner for safety reasons.

Continuous Improvement

We value all feedback, including complaints, as it helps us maintain and enhance our standards across the removal, packing and storage services we provide. We review complaints regularly to identify patterns or recurring issues and to improve training, procedures and communication. Our goal is to ensure that every customer receives a safe, careful and efficient service, whether moving a single room or a full household.

Policy Review

This complaints procedure is reviewed periodically to ensure it remains clear, effective and in line with our obligations. We may update it from time to time to reflect changes in our services, internal processes or relevant regulations. The version published here represents our current approach to handling complaints.