Slough Removals Complaints Procedure

Slough Removals is committed to providing a reliable, professional removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, what we will do in response, and the timescales you can expect us to follow.

Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a clear and fair way to tell us when something has gone wrong. We use complaints to put things right where we can and to improve how we manage moves, storage and related services in the future.

This procedure applies to any service carried out by Slough Removals, including home moves, office relocations, packing, loading, transport, unloading and short or long term storage.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether you feel we have:

• Failed to provide a service you reasonably expected
• Delivered a service to a poor standard
• Acted in a way you believe is unprofessional or unfair
• Caused damage or loss, or not handled an issue promptly

You do not need to use any specific wording to make a complaint. If you tell us you are unhappy and want us to look into something, we will treat this as a complaint.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us record details accurately and investigate more efficiently. Please include the following information to help us handle your concern:

• Your full name
• Your address and postcode
• The date of your move and collection or delivery address
• A clear description of what went wrong
• Any relevant inventory, job number or reference
• Details of any loss or damage, including photographs if available
• How you would like us to resolve the matter

If you need support to set out your complaint, you may ask a family member, friend or representative to write on your behalf, provided they have your permission to do so.

When to Raise a Complaint

We ask that you raise any concern as soon as reasonably possible after your move or storage service. Prompt notification helps us obtain accurate information from the crew involved and review any relevant paperwork or records while the details are still clear.

For issues involving loss or damage to goods, please refer to your terms and conditions for any specific time limits that may apply. Where no contractual timescale is stated, we encourage you to contact us within seven days of completion of the service.

How We Will Handle Your Complaint

We aim to deal with every complaint fairly, consistently and within reasonable timeframes. Our standard process is as follows:

1. Acknowledgement: We will acknowledge your complaint in writing and confirm that we are investigating it. We will also let you know if we need further information to understand the issue fully.

2. Investigation: A member of our management team will review your complaint objectively. This may include speaking to the removal crew, checking vehicle logs, reviewing inventories and service notes, and examining any photographs or other evidence.

3. Response: Once the investigation is complete, we will write to you with our findings. Our response will explain what we have found, whether we accept that something went wrong, and any actions we propose to take to put matters right.

Timescales for Response

We aim to acknowledge all complaints within a reasonable period from receipt. The time needed to complete an investigation may vary depending on the complexity of the issue, the availability of staff to provide statements and the volume of records to review.

If we are unable to provide a full response within our intended timeframe, we will let you know and explain when you can expect a detailed reply. We remain committed to resolving complaints as promptly as circumstances allow.

Outcomes and Remedies

Where our investigation shows that we have not met our usual standards, we will consider appropriate remedies. Depending on the circumstances and in line with our terms and conditions, outcomes may include:

• An explanation of what happened and why
• An apology for any inconvenience, loss or distress caused
• Practical steps to complete or correct the service
• A gesture of goodwill where suitable
• Consideration of compensation where loss or damage is established and covered by our contractual obligations or any applicable insurance arrangements

We will always explain the reasons for our decision and how we have reached any conclusion about remedies.

Escalating Your Complaint

If you are dissatisfied with the outcome of your complaint or feel that your concerns have not been properly addressed, you may request that your complaint is reviewed by a more senior manager. When asking for an escalation, please set out:

• Why you are unhappy with the original decision
• Any facts you feel have not been considered
• Any additional evidence you wish us to review

The senior manager will carry out an independent review of the original investigation and response wherever possible and will write to you with a final decision.

Continuous Improvement

Complaints and feedback are a valuable source of information for Slough Removals. We regularly review complaints to identify patterns and areas where we can improve planning, handling and communication for home and business moves. Where appropriate, we may provide additional training for our teams, update internal procedures or adjust how we manage future moves to reduce the risk of similar issues occurring again.

Our Commitment to You

We want every customer to feel confident when choosing Slough Removals for their move or storage needs. By following this Complaints Procedure, we aim to deal with any concerns fairly, respectfully and efficiently, and to learn from every occasion where our service falls short of expectations.