Complaints Procedure for Removal Scotland

This Complaints Procedure explains how you can raise a concern about our removal services in Scotland, how we will respond, and the standards you can expect from us. Our aim is to resolve problems quickly, fairly and transparently, while using your feedback to improve our home and office removals, packing and storage services.

Our Commitment to You

We want every move to be handled professionally and with care. If something goes wrong, we are committed to:

Listening to your concerns and treating them seriously.

Dealing with your complaint promptly and politely.

Investigating what happened in a fair and objective way.

Explaining our findings clearly and honestly.

Putting things right where we can and learning from the issue to improve our services across Scotland.

What This Procedure Covers

This procedure applies to complaints about our removal and related services, including but not limited to:

Domestic and commercial removals.

Packing and unpacking services.

Loading, transport and unloading of goods.

Short term or long term storage in connection with a removal.

Customer service before, during or after your move.

It does not cover employment issues, business to business contractual disputes unrelated to a removal service, or matters that are already the subject of legal proceedings.

Informal Resolution

Many issues can be resolved quickly by speaking to our team as soon as a problem arises. In the first instance, we encourage you to raise any concern with the crew leader on site or with our office team as soon as possible. We will try to resolve the matter immediately, for example by clarifying arrangements, adjusting how we carry out the work, or agreeing practical steps to put things right the same day where possible.

If you are not satisfied with the outcome, or if you would rather not raise the issue informally, you can make a formal complaint using the steps below.

How to Make a Formal Complaint

You can make a formal complaint in writing. Providing your complaint in writing helps ensure we understand your concerns clearly and can keep an accurate record.

Please include the following information:

Your full name and preferred method of contact.

The date and address of the removal or service concerned.

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

Names of any staff you dealt with, if known.

Details of any loss, damage, delay or inconvenience you have experienced.

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

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it in writing. We will confirm that we have received your complaint, who is responsible for handling it, and the timescale in which you can expect a full response. Our acknowledgement will usually be sent within a reasonable period of receiving your complaint.

Investigation and Assessment

Your complaint will be investigated by a manager or senior member of staff who is not directly involved in the matter you have raised wherever practical. The investigation may include:

Reviewing your correspondence and any supporting documents.

Checking removal schedules, inventories and job records.

Taking statements from the staff involved.

Assessing any photographs or other evidence you may provide.

If we require further information from you to complete the investigation, we will contact you to request it and explain why it is needed.

Our Response and Possible Outcomes

After the investigation, we will send you a written response setting out:

What we understand your complaint to be about.

The steps we have taken to investigate it.

Our findings and any conclusions we have reached.

Any remedy or offer we are prepared to make where appropriate.

We aim to provide a full response within a reasonable timescale. If, for any reason, we cannot meet that timescale, we will let you know and explain when you can expect a final reply.

Remedies and Putting Things Right

Where we uphold a complaint, we will consider appropriate steps to put things right, which may include:

A clear explanation or apology.

Practical steps to complete or correct work.

Consideration of compensation in line with our terms and conditions, including any applicable limits of liability and insurance arrangements.

Changes to our procedures or staff training to reduce the risk of similar issues occurring in future.

If You Are Not Satisfied With the Outcome

If you are not satisfied with the outcome of your complaint, you may ask us to review the decision. A senior manager who has not previously been involved will, wherever possible, reconsider the complaint, the investigation and our response. Following this review, we will write to you again with our final position on the matter.

Once our internal complaints process has been completed, if you remain dissatisfied, you may wish to seek independent advice about your options for further action.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the issue occurs. For matters involving loss or damage to goods, you should also refer to the time limits set out in our terms and conditions, which may affect what remedies are available.

Recording and Using Complaint Information

We keep a record of all formal complaints, along with details of how they were resolved. This information is used to improve our removal services throughout Scotland by identifying recurring issues, reviewing training needs and updating our operational procedures where necessary. Complaint records are kept securely and handled in line with our data protection practices.

Accessibility and Assistance

If you need help to make a complaint or to set out your concerns in writing, please let us know. We will take reasonable steps to assist you, which may include accepting information in alternative formats or agreeing a suitable way to capture the details of your complaint accurately.

Review of This Complaints Procedure

We review this Complaints Procedure regularly to ensure it remains clear, fair and effective for customers using our removal services in Scotland. Any updates will apply to future complaints and will be available on request.