Earls Court Removals Complaints Procedure

Earls Court Removals is committed to delivering reliable and professional removal and relocation services. 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 matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our commitment to you

We aim to provide clear information, careful handling of your belongings, and courteous service throughout your move. If you are dissatisfied with any aspect of our service, we will:

Listen to your concerns and treat your complaint seriously.

Acknowledge your complaint promptly and confirm the next steps.

Investigate the matter fairly and objectively.

Provide a clear and reasoned response, including any proposed resolution.

Use your feedback to improve our future removals and storage services.

What counts as a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about the service you have received from Earls Court Removals. This may relate to:

The standard of packing, loading, transport, or delivery.

Conduct, attitude, or communication from our office staff or removals team.

Delays, missed appointments, or scheduling issues.

Damage to property or belongings connected to our services.

Any other aspect of your moving experience that you believe fell short of what was agreed or reasonably expected.

How to make a complaint

We encourage you to raise any concerns as soon as possible so that we can address them quickly. You can make a complaint by writing to us or speaking with us directly. When you contact us, please provide:

Your full name and the address where the removal or delivery took place.

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

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

Details of any loss or damage and any supporting information you can provide.

What outcome or resolution you are seeking, if you have a preference.

Time limits for making a complaint

To help us investigate effectively, please raise your complaint as soon as you become aware of a problem. Where your complaint involves loss or damage to goods, we may ask for supporting information and for you to notify us within a reasonable timeframe following delivery. We will consider complaints made later than this, but our ability to investigate fully may be reduced.

Stage one: acknowledgement and initial review

Once we receive your complaint, we will:

Acknowledge your complaint within a reasonable period of time.

Record the details of your concern in our internal system.

Assign your case to a member of our team who has not been directly involved in the issue wherever possible.

At this stage, we may contact you to clarify details, request further information, or ask for photographs or documents if your complaint relates to damage or loss.

Stage two: investigation and response

We will then carry out a thorough review of your complaint. This may include:

Speaking with the crew or office team involved in your move.

Reviewing your quotation, inventory, and any signed documents.

Considering any photographs, correspondence, or other evidence provided.

Once our investigation is complete, we will send you a written response that will:

Summarise your complaint and the issues we have considered.

Explain our findings and any relevant terms and conditions.

Confirm whether your complaint is upheld in full, in part, or not upheld.

Set out any steps we propose to take to resolve the matter, which may include an apology, an explanation, corrective action, or other remedies where appropriate.

Stage three: further review

If you remain dissatisfied after our initial response, you may request a further internal review. Your complaint will then be reconsidered by a senior member of our team who was not directly involved in the first investigation wherever possible. They will review the handling of your complaint and the outcome reached to ensure it was fair, consistent, and reasonable based on the information available.

Possible outcomes and resolutions

Depending on the circumstances of your complaint, possible outcomes may include:

A formal apology and explanation.

Corrective action, such as revisiting your property to address an issue where feasible.

Operational changes or staff training to help prevent similar issues in future.

Consideration of compensation in line with our terms, conditions, and any applicable cover or protection you have in place.

Any offer made will take into account the nature of the problem, the impact on you, and any relevant contractual provisions.

Our expectations of customers

We ask that customers raising a complaint treat our staff with courtesy and respect. We will not tolerate abusive, threatening, or discriminatory behaviour towards our office team or removals crews. Where necessary, we may limit communication channels if behaviour becomes unreasonable, while still seeking to resolve the underlying issue wherever possible.

Using complaints to improve our service

Every complaint is an opportunity for us to review and enhance how we operate, whether we are handling a local flat move, a house removal, or a larger relocation project. We regularly review complaints data to identify recurring issues, improve our packing and handling procedures, and refine our communication before, during, and after each move. Your feedback directly supports our aim to provide safe, efficient, and professional removals for all customers.

Updates to this complaints procedure

This Complaints Procedure may be updated from time to time to reflect changes in our internal processes, industry best practice, or applicable legal requirements. The version made available on our website or provided to you at the time of your complaint will apply to the handling of that complaint.