Removals Glasgow Complaints Procedure

This Complaints Procedure explains how Removals Glasgow manages and resolves complaints about our moving and storage services. We are committed to providing a professional, reliable removals service, and we view all complaints as an opportunity to learn and improve. This procedure applies to all customers who use our services, including home moves, office moves, packing, and related services across our service areas.

Our Commitment to Handling Complaints

We aim to handle every complaint fairly, consistently, and in a timely manner. When you raise a concern with us, we will listen carefully, investigate thoroughly, and work with you to reach a reasonable outcome. We aim to:

Deal with complaints politely and professionally.

Acknowledge complaints promptly.

Investigate issues carefully and impartially.

Provide a clear explanation of our findings and any actions we will take.

Use feedback to improve our removals services and customer experience.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services or the way they were delivered, whether it is justified or not. This may include concerns about:

The quality of our removals or packing services.

Conduct, attitude, or behaviour of our staff or subcontractors.

Loss of or damage to goods during a move or while in storage.

Delays, missed dates, or communication issues related to your booking.

Charges, quotations, or how your account has been handled.

If you are unsure whether your concern counts as a complaint, you are encouraged to raise it with us so that we can clarify and assist.

How to Make a Complaint

You can make a complaint in writing or verbally. Providing your complaint in writing can help us understand the issue clearly, but it is not essential. When making a complaint, please provide as much detail as possible, including:

Your full name and contact details.

Your move date and any reference or invoice numbers you have.

A clear description of what went wrong and when it happened.

The names of any staff involved, if known.

Any evidence you can provide, such as photographs or inventories, particularly in relation to damage or loss.

What outcome you are seeking, such as an apology, explanation, or review of charges.

We encourage customers to bring issues to our attention as soon as possible after the event so that we can investigate while details are still fresh and relevant records are easily accessible.

Stages of Our Complaints Process

Stage 1: Initial Informal Resolution

In many cases, concerns can be resolved quickly and informally by speaking to the team member you have been dealing with or a supervisor. We will always try to resolve your complaint at this early stage. We will:

Listen to your concerns and ask any necessary questions.

Check our records and speak with relevant staff where needed.

Explain what may have happened and, if appropriate, offer an immediate solution.

If you are satisfied with the outcome at this stage, we will close the complaint. However, if you feel your concerns have not been fully addressed, you can ask for a formal review.

Stage 2: Formal Complaint Investigation

If your complaint cannot be resolved informally, it will be treated as a formal complaint. A manager or appointed person who has not been directly involved in the issue will review the matter. During this stage we will:

Acknowledge your formal complaint as soon as reasonably possible.

Explain how your complaint will be handled and outline expected timescales.

Review all relevant information, including job sheets, inventories, photographs and staff statements.

Contact you if we need more details or clarification.

Once the investigation is complete, we will write to you setting out:

Our understanding of your complaint.

The steps we have taken to investigate it.

Our findings and conclusions.

Any actions or remedies we propose, which may include an apology, practical steps to put things right where possible, or an explanation where this is not possible.

Stage 3: Further Review

If you remain dissatisfied after our formal response, you can request a further review. At this stage, your complaint and our handling of it will be reconsidered, where possible, by a more senior member of management. They will review the evidence, our previous response, and any additional information you provide. We will then provide a final written response setting out our decision.

Timescales for Responding

We aim to deal with complaints as quickly as reasonably possible. Timescales may vary depending on the complexity of the issue, the need to obtain additional information, or the availability of key staff. If we are unable to provide a full response within our usual timeframes, we will keep you updated and let you know when you can expect a final reply.

Evidence, Loss and Damage Claims

If your complaint relates to loss of or damage to goods during a move or while items were in our care, we may ask for supporting evidence such as:

Photographs of any damage.

Original purchase receipts or proof of value where appropriate.

Details of any existing wear, tear, or damage before the move.

This information helps us assess your claim fairly and in line with our terms and conditions. In some cases, we may need to inspect items or request reports from relevant specialists.

Fair Treatment and Confidentiality

You will not be treated unfavourably for making a complaint in good faith. We treat every complaint seriously, and all information you provide will be handled sensitively and in line with our privacy commitments. We may need to share details of your complaint with staff directly involved in delivering your service so that the matter can be properly investigated and resolved.

Learning from Complaints

Removals Glasgow is committed to continually improving the quality and reliability of our services. We regularly review complaints and feedback to identify trends, training needs, or areas where our processes could be improved. Your feedback helps us maintain high standards for customers moving home or business premises throughout our service areas.

Availability of This Procedure

This Complaints Procedure is made available to all customers and can be provided in writing on request. If you need assistance in making a complaint or require this information in an alternative format, please let us know and we will do our best to assist.