Sheffield Removals Complaints Procedure

This complaints procedure explains how Sheffield Removals manages and resolves complaints from customers using our removals and related services. We aim to provide a clear, fair and timely process so that any concerns are addressed properly and used to improve our service.

Our Commitment To Handling Complaints

We recognise that, from time to time, things may not go as planned during a move. When this happens, we want to hear from you. We are committed to:

Listening carefully to your concerns and understanding what has gone wrong from your perspective.

Responding in a professional, courteous and non-confrontational manner at all times.

Investigating complaints thoroughly, based on the information and evidence available.

Providing clear explanations, solutions and, where appropriate, remedies.

Using feedback to prevent similar issues in future moves across our service area.

What This Procedure Covers

This procedure applies to complaints about our home removals, office removals, packing services, storage handling, and any related service we provide. It covers issues such as service quality, staff conduct, communication, timekeeping, loss or damage to goods, and administrative errors.

This procedure does not cover disputes relating to services provided by third parties that are not under our direct control, or issues that are already the subject of legal proceedings.

Raising A Complaint Informally

In many cases, concerns can be resolved quickly and informally. If you are unhappy at any stage before, during, or after your move, please raise the issue with a member of our team as soon as possible. If the crew is still on site, you may speak to the team leader. If your move has been completed or your concern is administrative, you may contact our office to explain the problem.

When raising a concern, please provide:

Your full name and, if applicable, the name of any other person on the booking.

The service address and the date of your move or scheduled service.

A clear description of what has gone wrong and when it occurred.

Any supporting details that will help us understand the issue, such as inventory notes, photographs of damage, or correspondence.

We will always try to resolve matters informally in the first instance. If you are not satisfied with the outcome, or if the matter is more serious or complex, you may ask for a formal complaint to be logged.

Making A Formal Complaint

If your concern cannot be resolved informally, you may submit a formal complaint. Please set out your complaint in writing, making it clear that it is a formal complaint under this complaints procedure. Include as much relevant information as possible to enable us to investigate efficiently.

Once we receive your complaint, we will:

Acknowledge receipt within a reasonable timeframe.

Record your complaint in our internal system.

Assign a member of our management team to handle the investigation.

Our Investigation Process

The manager responsible for your complaint will review all relevant information, which may include:

Job sheets, booking details and any pre-move survey notes.

Internal records, such as crew rosters and vehicle logs.

Statements from team members involved in your move.

Any photographs, videos or documents you have supplied.

Depending on the nature of the complaint, we may contact you for further information or clarification. We will always seek to reach a fair and balanced view, based on the evidence available.

Timescales For Response

We aim to provide a full written response to your complaint within a reasonable period from the date we acknowledge it. More complex issues, particularly those involving loss, damage or multiple parties, may take longer to investigate. If we need additional time, we will inform you and explain why.

In our final response, we will set out:

Our understanding of your complaint.

The steps we have taken to investigate it.

Our findings and any conclusions reached.

Any offer of remedy or resolution, where appropriate.

Possible Outcomes And Remedies

Depending on the nature and findings of the investigation, outcomes may include:

A detailed explanation and, where appropriate, an apology.

Practical steps to put things right, where possible.

Consideration of financial remedies, in line with our terms and conditions and any applicable insurance arrangements.

Service improvements or staff training to reduce the likelihood of a similar issue occurring again.

Where damage or loss is involved, any remedy will be subject to the specific terms and limitations contained in your contract with us and any associated insurance policies or cover options you have selected.

Escalating Your Complaint

If you are not satisfied with our final response, you may request that your complaint is reviewed at a higher level within our organisation. When doing so, please explain why you remain dissatisfied and what outcome you are seeking.

The escalated review will consider both your original complaint and our handling of it. We will then provide a further written response setting out our final position. This will usually conclude our internal complaints process.

Your Responsibilities As A Customer

To help us handle your complaint fairly and efficiently, we ask that you:

Raise any concerns as soon as reasonably possible after the issue arises.

Provide clear, accurate information and any evidence that may assist the investigation.

Communicate with our staff respectfully and allow us reasonable time to investigate and respond.

Cooperate with any reasonable requests for additional information or clarification.

Data Protection And Confidentiality

All complaints are handled in line with our data protection obligations. Information relating to your complaint will be kept secure and shared only with those who need it to investigate and resolve the matter. We retain complaint records for a reasonable period so that we can monitor trends, demonstrate how we have handled issues, and improve our removals service.

Review Of This Complaints Procedure

We review this complaints procedure periodically to ensure it remains clear, effective and appropriate for our customers and the range of removal services we provide. We may update the procedure from time to time; any updated version will apply to complaints raised after the date of publication.