Strand Removals Complaints Procedure

Strand Removals is committed to providing a professional, reliable removals service for every customer. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and the steps we take to put things right and improve our service for future moves.

Our Commitment to You

We aim to handle all complaints fairly, consistently and promptly. We will listen carefully to your concerns, keep you informed throughout the process and work towards a reasonable and practical resolution. Your feedback helps us maintain high standards in household removals, office relocations and storage services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removals, packing, storage or associated services, whether that dissatisfaction is justified or not. This may include, for example, concerns about service quality, the conduct of team members, communication before or during your move, delays, or issues relating to property damage or missing items.

If you are unsure whether your issue is a complaint, please raise it with us. We would rather hear from you so we can respond quickly and constructively.

How to Raise a Complaint

You can raise a complaint with Strand Removals in writing or by speaking directly with us. Please provide as much detail as possible so we can fully understand the situation and investigate it thoroughly. Where possible, include:

• Your full name
• Your postal address
• The date of your move or the date of the incident
• A clear description of the issue
• Any relevant reference numbers or job details
• Any evidence that may help us, such as photographs, inventories or notes

You can make a complaint on the day of your move, after completion, or at any point within the timescales set out in your contract. We recommend raising concerns as soon as possible so we can address them promptly and fairly.

Stage One: Informal Resolution

Wherever possible, we encourage you to speak to a member of our team at the time the problem arises. Many issues can be resolved quickly on the day of your move by discussing them with the team leader or our office staff. We will always try to resolve matters informally first, provided this is acceptable to you.

If your concern cannot be resolved immediately or you remain dissatisfied after this initial contact, you may wish to proceed to our formal complaints process.

Stage Two: Formal Complaint

If you wish to make a formal complaint, please set out your concerns in writing. Once we receive your written complaint, we will:

• Acknowledge receipt of your complaint within a reasonable timeframe
• Assign your complaint to a member of management to review
• Record the details so that we can track and monitor the outcome

The investigating manager will review all the information you provide, speak to the staff involved and check any relevant documents such as your quotation, terms and conditions, inventory, job sheets and photographs related to your removal or storage service.

Our Investigation and Response

We aim to complete our investigation and provide a full response within a reasonable period of time, taking into account the nature and complexity of the complaint. If we need more time, we will let you know, explain the reasons and give you an updated timescale.

Our written response will:

• Summarise your complaint as we understand it
• Explain the findings of our investigation
• Set out any actions we propose to take
• Confirm any offer of remedy or compensation, where appropriate

We will always try to reach an outcome that is fair, proportionate and consistent with our contractual obligations and industry practice for domestic and commercial removals.

Possible Outcomes

Depending on the circumstances, our response may include:

• An apology and explanation
• Corrective action, for example repairs or remedial work
• Service improvements or changes to internal procedures
• A goodwill gesture
• A compensation offer, if appropriate and in line with our terms and conditions

Where a complaint involves loss or damage to goods, any settlement will be considered in accordance with the cover selected in your contract, the declared value of your goods and any applicable exclusions or limits.

Escalation if You Remain Unhappy

If you are not satisfied with our final response, you may ask us to review the complaint again. In this case, your complaint will be reconsidered by a senior member of our team who was not involved in the original investigation. They will review the file, the evidence and the initial decision, and will provide a further written response.

Your Responsibilities

To help us handle your complaint effectively, we ask that you:

• Provide clear and accurate information
• Raise concerns as soon as reasonably possible
• Keep copies of relevant documents and photographs
• Communicate with our team in a courteous and constructive manner

We reserve the right to cease correspondence where a complaint becomes unreasonable, repetitive or abusive. However, this will only ever be considered as a last resort.

Using Feedback to Improve Our Service

Every complaint and piece of feedback we receive is reviewed to identify any patterns, training needs or process changes that could improve the way we deliver removals and storage services. By following this Complaints Procedure, you help us maintain and enhance the quality, safety and reliability of our moves for all customers.

If you have any questions about this Complaints Procedure, or would like guidance on how to raise a concern, please contact Strand Removals and a member of our team will be happy to assist.