Complaints Procedure
Forestdale Removals Complaints Procedure
Forestdale Removals is committed to providing reliable, professional removals and storage services. We aim to deliver a positive experience for every customer, from initial survey and quotation through to moving day and aftercare. However, we recognise that sometimes things can go wrong. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.
Our Commitment to You
We will treat every complaint seriously and handle it promptly, fairly and confidentially. Our goals are to understand what has happened, to put things right where we can, and to learn from your feedback so that we continually improve our removals and storage services.
You will be treated with courtesy and respect throughout the process. Your complaint will not affect any ongoing or future bookings you may have with Forestdale Removals, and you will not be charged for our time spent investigating your concerns.
What Is a Complaint
A complaint is any expression of dissatisfaction about the service you have received or expected to receive from Forestdale Removals. This may relate to house or office moves, packing services, loading and unloading, transport, storage, customer service, communication, or the conduct of our staff or contractors.
We encourage you to raise concerns as soon as possible so that we have the best opportunity to resolve matters quickly and effectively.
How to Make a Complaint
You can make a complaint in writing or by speaking with us. While we are happy to receive complaints in any form, we recommend putting your concern in writing wherever possible, as this helps ensure that we fully understand the details and can respond clearly.
Please include the following information to help us investigate your complaint efficiently:
The name under which the removal or storage booking was made
The date of your move or the period of storage
The address or locations involved in the move
A clear description of what happened, including relevant times and who was involved
Details of any loss, damage or inconvenience you have experienced
Any steps you have already taken to raise the issue with a member of our team
What outcome you would consider a fair resolution
If you need assistance to submit your complaint, for example due to language or accessibility needs, please let us know so that we can support you.
Time Limits for Raising a Complaint
To help us investigate effectively, we ask that complaints are raised within a reasonable time of the issue occurring. In most cases, the sooner we are made aware, the easier it is to review events and take appropriate action.
Where your complaint relates to loss or damage to goods, please refer to your contract and terms for any specific notification periods that may apply. Even if a formal time limit has passed, we still welcome your feedback and will review what has happened wherever possible.
How We Will Handle Your Complaint
Once we have received your complaint, we will follow a clear and structured process:
1. Acknowledgement: We will confirm that we have received your complaint and let you know that it is being reviewed. If we require any additional information or clarification, we will ask you at this stage.
2. Investigation: A member of our management team will investigate your complaint. This may involve reviewing booking records, job sheets, inventory lists, photographs, staff statements, and any other relevant documentation. We may contact you for further details or to discuss your experience.
3. Response: Once the investigation is complete, we will provide you with a written response setting out the findings, our decision, and, where appropriate, any steps we will take to resolve the matter. We will aim to explain clearly how we reached our conclusions.
We aim to provide a full response within a reasonable period from the date we receive your complaint. If we are unable to respond in that timeframe, for example because the matter is complex or information is outstanding, we will let you know and keep you updated on progress.
Possible Outcomes and Remedies
Depending on the nature of your complaint and our findings, possible outcomes may include:
An explanation or clarification of what happened and why
An apology for any inconvenience or distress caused
Corrective action, such as staff training or changes to our procedures
Assistance with repairs or remedial work where appropriate
Consideration of compensation in line with our terms and conditions and any applicable insurance or cover you have selected
Every complaint is considered on its own merits, with outcomes based on the circumstances and evidence available.
If You Are Not Satisfied with the Outcome
If you are dissatisfied with our response, you can ask for a further review. Please set out why you remain unhappy and what you believe has not been addressed. A different member of our senior team will re-examine the complaint and the steps taken so far. We will then provide you with a final written response.
Where relevant, you may have the option of referring your complaint to an external body, ombudsman, or alternative dispute resolution service, in line with any industry standards that apply to our removals operations. Details of any such schemes we participate in will be provided upon request or referred to in your contract documents.
Confidentiality and Data Protection
All complaints will be handled in confidence. Information will only be shared with those who need it to investigate and respond to your complaint, or where we are required to disclose it by law. We handle personal data in accordance with our privacy practices and applicable data protection requirements.
Using Feedback to Improve Our Services
We value all feedback, including complaints, as an important source of learning. Forestdale Removals regularly reviews complaint trends to identify areas where our removal and storage services, staff training, systems, or communication can be improved. By raising your concerns, you help us enhance the quality and reliability of our service for all customers.
This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective for anyone using our services.
