Lambeth Removals Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about any aspect of the services provided by Lambeth Removals, and how those concerns will be managed and resolved. Our aim is to handle every complaint fairly, consistently and as quickly as reasonably possible, while using the feedback to improve our domestic and commercial removal services.

Purpose and scope

This procedure applies to all customers who have used, or have arranged to use, Lambeth Removals for house moves, office relocations, packing, storage handling, or related services. It covers issues that arise before, during, or after a move, including quotation accuracy, punctuality, conduct of staff, handling of belongings, service quality, and billing concerns.

This procedure does not limit or replace any legal rights you may have under consumer law or any other applicable legislation.

What is a complaint

A complaint is any expression of dissatisfaction about the standard of service you have received, or believe you should have received, from Lambeth Removals, where you would like a response or resolution. This includes, for example, problems with communication, delays, missed appointments, damage to property or possessions, or disagreement about charges.

Raising a complaint

We encourage you to raise any concern as soon as possible so we can investigate while details are still recent. You can make a complaint verbally or in writing. To help us review your concerns efficiently, please provide the following information when you contact us:

Your full name and, if applicable, the name of the person who booked the service.

The service address or collection and delivery locations.

The date of the service and your booking or reference number, if available.

A clear description of what went wrong, including relevant times, events, and who was involved.

Any supporting information you feel is relevant, such as photographs, inventories, or written notes.

What outcome you are seeking, for example an explanation, an apology, or a review of charges.

Initial resolution by the service team

In many cases, concerns can be resolved quickly by speaking to the team on the day or the coordinator who arranged your move. If you raise an issue during your move, our staff will do their best to address the matter immediately, within the limits of their authority and the practicalities of the service.

If the issue cannot be resolved on the spot, it will be recorded and passed to a manager for further review in line with this Complaints Procedure.

Formal complaint process

If your concern is not resolved informally, or you prefer to make a formal complaint from the outset, it will be handled as follows.

Acknowledgement

Once we receive your complaint, we will log it and arrange for an appropriate member of the management team to review it. We will acknowledge your complaint within a reasonable timeframe, confirming that it is being investigated and outlining the next steps.

Investigation

The person handling your complaint will carry out a fair and objective investigation. This may include:

Reviewing your booking details, quotations, and any written communications.

Speaking to the removal crew or office staff involved in your move.

Examining inventories, job sheets, or photographs related to the service.

Assessing any evidence you have provided, including images or written accounts.

We may contact you during the investigation if we need further information or clarification to fully understand your concerns.

Response and proposed resolution

After the investigation is complete, we will explain our findings to you and confirm our response. Where appropriate, this may include:

An explanation of what happened and why.

Actions we will take to put matters right, where this is possible.

Any goodwill gestures or adjustments we consider reasonable in the circumstances.

Details of any changes to our processes or training introduced as a result of your complaint.

We aim to provide a clear and reasoned response within a reasonable time. If, for any reason, we are unable to respond within our usual timeframes, we will keep you informed of the progress and the expected timescale.

Time limits for making a complaint

To help ensure a thorough and accurate review, we ask that complaints be raised as soon as possible and ideally within a reasonable period from the date of your removal service. Reporting issues promptly allows us to gather information more effectively and to respond in a more meaningful way.

Escalation of your complaint

If you are not satisfied with the outcome of your complaint, you may request an internal review. Your complaint and the initial response will then be reconsidered by a more senior member of staff who was not directly involved in the original investigation, wherever possible.

During the review, we may:

Reassess the evidence and the reasoning used in the original decision.

Seek any additional information that may assist in reaching a fair conclusion.

Consider whether our procedures were followed correctly and whether the outcome remains appropriate.

Following this review, we will confirm our final position and explain the reasons for our decision.

Fair treatment and confidentiality

All complaints will be handled with courtesy, respect, and without discrimination. Making a complaint will not affect your right to use our services in the future. We expect our staff and customers to communicate respectfully throughout the process.

Information relating to your complaint will be treated in confidence and shared only with those who need it to investigate and respond. We will handle your personal data in line with applicable data protection requirements.

Using complaints to improve our services

Lambeth Removals views complaints and feedback as an important tool for improving the quality and reliability of our home and office move services. We regularly review complaints to identify patterns, training needs, and opportunities to enhance our processes, communication, and overall customer experience.

By following this Complaints Procedure, we aim to resolve individual issues fairly while continually raising our service standards for all customers.