Complaints Procedure
Swiss Cottage Removals Complaints Procedure
Swiss Cottage Removals is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right, learn from the situation, and continually improve our home and office moving services.
Purpose of this Complaints Procedure
This procedure explains how you can raise a complaint about any aspect of our removals or related services, how we will handle your complaint, and the timescales you can expect. It applies to all customers using Swiss Cottage Removals for moves, packing, storage handling, or associated services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of actions by Swiss Cottage Removals or anyone acting on our behalf. This can include, but is not limited to:
Service quality during your move, including packing, loading, transport, or unloading
Damage to property or belongings connected to our work
Delays, missed arrival windows, or changes to agreed schedules
Conduct or behaviour of our staff or subcontractors
Accuracy or clarity of quotations, invoices, or other documentation
Any failure to follow agreed instructions or company policies
How to Raise a Complaint
We encourage you to raise any concerns as soon as possible so that we can address them promptly. You can make a complaint by contacting us in writing or by phone using the normal contact details published on our official materials. Please clearly state that you are making a complaint and provide the following information:
Your full name and the address where the removal service was carried out
The date of your move or the date the issue occurred
A clear description of what went wrong and when
Any relevant reference numbers or job numbers you have been given
Details of any loss or damage, including photographs if available
What outcome you are seeking, such as an explanation, apology, or compensation
Initial Acknowledgement
Once we receive your complaint, we will acknowledge it within five working days. The acknowledgement will confirm that we have received your complaint, outline the next steps, and provide an indicative timescale for our investigation and response. In some cases, we may ask for additional information or clarification in order to properly review your concerns.
Investigation Process
Your complaint will be assigned to a member of the management team who is not directly involved in the matter being complained about, where possible. The investigation may include:
Reviewing your booking details, inventory, and associated paperwork
Speaking with the crew members or office staff who handled your move
Examining any photographs, videos, or other evidence you have provided
Inspecting items or property where damage has been reported, if appropriate
Assessing whether our procedures and terms and conditions were correctly followed
We aim to complete our investigation and send you a full written response within 28 days of acknowledging your complaint. If the issue is particularly complex and we need more time, we will inform you before the 28 days elapse, explain why, and give you a revised timescale.
Our Response and Possible Outcomes
When our investigation is complete, we will provide a clear written response. This will include:
A summary of your complaint
The steps we took to investigate
Our findings and conclusions
Any proposed resolution or actions we will take
Depending on the circumstances, outcomes may include an apology, an explanation, corrective action for future work, repair or replacement arrangements, or financial settlement in line with our terms and conditions and any applicable insurance cover for removal and handling of goods.
If You Are Not Satisfied With Our Response
If you are dissatisfied with our initial response, you may request a further review. To do this, please reply in writing explaining why you are unhappy with the outcome and what you believe would be a fair resolution. A senior member of our management team will then re-examine your complaint, the evidence, and the decision already made.
We will aim to complete this review and provide a final response within 21 days of receiving your request for further consideration. This final response will confirm our position and any changes to our original decision, if applicable.
Claims for Loss or Damage
Where your complaint involves alleged loss or damage to goods, we may require supporting evidence such as photographs, purchase receipts, or repair estimates. All such claims are handled in accordance with our standard terms and conditions provided at the time of booking and any applicable limits of liability or insurance arrangements related to your move.
It is important that you report loss or damage to us as soon as reasonably possible after the move, and in any event within the timescales stated in your contract documentation. Delay in reporting may affect our ability to investigate and may limit the remedies available.
Our Commitment to Continuous Improvement
All complaints are logged and reviewed regularly by management. We use the information gathered through complaints to identify patterns, improve staff training, review procedures for local and longer-distance moves, and enhance the overall quality and reliability of our services.
By following this complaints procedure, Swiss Cottage Removals aims to treat every customer fairly, respond promptly and thoroughly, and maintain the high standards expected from a professional removals company.
