Complaints Procedure

Ealing Removals Complaints Procedure

Ealing Removals is committed to providing a reliable, professional removals and storage service for households and businesses. On the rare occasion that something goes wrong, we want to know about it and put it right quickly. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We aim to resolve all complaints promptly, fairly and consistently. Every complaint is taken seriously, whether it relates to a home move, office relocation, packing service, storage arrangement or any other service we provide. We will investigate what has happened, explain our findings to you clearly, and use the outcome to improve our services wherever possible.

What Counts as a Complaint

You may wish to complain if you are unhappy with any aspect of our removal or storage services, including but not limited to:

Damage to property or belongings during packing, loading, transport or delivery

Delays, missed timeslots or changes to agreed schedules

Conduct, behaviour or professionalism of members of our moving teams or office staff

Charges that you believe are incorrect, unclear or not in line with your quotation or agreement

Failure to follow agreed instructions or special requirements for your move

Any other aspect of our service that you feel did not meet the standards you reasonably expected

How to Raise a Complaint

You can raise a complaint with Ealing Removals in writing or by speaking to us. We encourage you to provide as much detail as possible so that we can investigate thoroughly. When raising a complaint, please provide:

Your full name and the address where the service took place

The date of your move or the period of storage

A clear description of what went wrong, including times, locations and names where known

Any supporting information, such as photographs, inventories, or copies of quotes and invoices

What outcome you are seeking, such as an explanation, apology, corrective action or compensation

If you raise a concern while our team is on site, the crew leader will do their best to resolve the issue immediately. If this is not possible, the matter will be referred to our office team for further review.

Stage One – Initial Review and Response

Once we receive your complaint, we will log it in our internal system and begin an initial review. We aim to acknowledge your complaint as soon as reasonably possible and confirm that it is being investigated.

During stage one, we may:

Contact you to clarify details or request additional information

Speak with the staff members involved and review any job notes, inventories or reports

Assess any evidence provided, such as photographs of damage or correspondence

We will provide you with a written response once this review is complete. In most cases this will include:

A summary of the issue as we understand it

The findings of our review and any relevant explanations

Any steps we have already taken to put things right

Any proposed resolution, which may include corrective action, service adjustments, or where appropriate, consideration of compensation in line with our terms and conditions

Stage Two – Further Investigation

If you are not satisfied with the outcome at stage one, you can request a further review. In doing so, please explain why you are unhappy with the initial response and what you believe has not been addressed.

At stage two, your complaint will be reviewed by a senior member of the team who was not directly involved in the original handling of your move. They may:

Re-examine the information gathered at stage one

Request further details from you or from staff involved in the move

Review any contractual documentation, including terms and conditions, quotations and insurance arrangements

Following this review, we will issue a further written response confirming our final position on your complaint and any additional steps we are prepared to take.

Timeframes

We aim to deal with complaints as quickly as reasonably possible. Actual timeframes may vary depending on the complexity of the matter, availability of information and whether additional site visits or inspections are required. Where an investigation will take longer than anticipated, we will keep you updated on progress and provide an indication of when you can expect a full response.

Claims for Loss or Damage

Where your complaint relates to loss of or damage to items during a removal or storage service, we will handle it in line with our terms, conditions and any relevant insurance arrangements. You may be asked to provide:

Photographs of the damage or missing items

Evidence of value, such as receipts, valuations or similar documentation

Details of any pre-existing damage or known issues with the items

We may also need to inspect items or arrange for an independent assessment to help determine the cause and the appropriate remedy.

Keeping Records

We keep records of all complaints, investigations and outcomes. This helps us to monitor the quality of our services, identify recurring issues, and improve our training and procedures for future moves. All information is handled in line with our privacy and data handling obligations.

Learning and Service Improvement

Feedback, including complaints, is an important part of how Ealing Removals maintains and improves standards in the moving and storage services we provide. Where a complaint highlights a gap in our processes or training, we will take steps to address it, which may include staff coaching, changes to procedures, or updates to our documentation and communications.

Contacting Us About This Procedure

If you have any questions about this complaints procedure, or if you need support in making a complaint about a recent or upcoming move, please contact our office team. We will be happy to explain any part of the process and help you set out your concerns clearly so they can be properly reviewed.