Complaints Procedure

Canary Wharf Removals Complaints Procedure

Canary Wharf Removals is committed to providing a professional, reliable and courteous removals service across our operating area. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you, address your concerns promptly and use your feedback to improve our services.

This Complaints Procedure explains how you can raise a complaint, how we will handle it, and what you can expect from us at each stage.

1. Purpose and Scope

This procedure applies to all customers of Canary Wharf Removals, including domestic and commercial clients using our packing, moving, storage or related services. It covers complaints about:

• The standard or quality of our removals or storage services
• The conduct or behaviour of our staff or contractors
• Damage, loss or delay relating to your move
• Administration, communication or documentation issues
• Health and safety concerns connected with our services

This procedure does not cover disputes that are already the subject of legal proceedings or matters that fall outside our reasonable control, such as extreme weather or other force majeure events.

2. Our Complaints Principles

When you raise a complaint, we will:

• Treat you with respect and courtesy at all times
• Take your concerns seriously and keep an open mind
• Investigate the facts carefully and fairly
• Aim to resolve issues as quickly as possible
• Keep you informed about progress and decisions
• Use feedback to improve our removals services and internal processes

3. Raising an Informal Complaint

Many concerns can be resolved quickly and informally. If you are unhappy with any aspect of our service, we encourage you to raise the issue as soon as possible with the team member on site or the coordinator responsible for your move.

Where possible, our staff will try to resolve the matter there and then, for example by clarifying arrangements, rectifying a practical issue during the move, or agreeing a suitable course of action with you. If you are satisfied with the outcome, the matter will normally be treated as resolved and not recorded as a formal complaint.

4. Making a Formal Complaint

If your concern cannot be resolved informally, or you prefer a more formal review, you may make a formal complaint. Please contact us in writing and include the following information:

• Your full name and contact details
• The date and location of the removal or storage service
• A clear description of what went wrong and when
• Any relevant reference numbers or documentation
• Details of any conversations already held with our staff
• What outcome or resolution you are seeking

Providing as much detail as possible will help us investigate your complaint thoroughly and respond effectively.

5. Timeframes for Submitting a Complaint

To allow us to investigate effectively, please submit your complaint as soon as reasonably possible after the event. Complaints about physical loss or damage to items should normally be raised as soon as they are discovered, and in all cases within the timescales specified in your terms and conditions or insurance documentation, where applicable.

6. Acknowledgement of Your Complaint

Once we receive your formal complaint, we will send you an acknowledgement. This will normally include:

• Confirmation that we have received your complaint
• A reference number for your complaint
• The name or role of the person responsible for handling it
• An indication of when you can expect a full response

We aim to acknowledge all formal complaints within a reasonable timeframe from receipt, excluding weekends and public holidays.

7. Investigation Process

Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the issue wherever possible. The investigation may include:

• Reviewing job records, inventories and schedules
• Speaking with staff and contractors present during your move
• Examining any photographs or supporting evidence you have provided
• Checking any relevant terms, conditions and insurance provisions

We may contact you during the investigation if we require further information or clarification. This helps ensure that our understanding of events is accurate and complete.

8. Our Response and Outcomes

After we have completed our investigation, we will provide you with a written response. This will normally include:

• A summary of your complaint
• The steps we took to investigate
• Our findings and conclusions
• Any proposed resolution or remedial action

Possible outcomes may include an explanation or apology, corrective actions during or after the move, service improvements, or where appropriate and subject to our terms, conditions and any applicable insurance cover, consideration of compensation.

We will aim to provide a full response within a reasonable period from acknowledging your complaint. If, for any reason, we are unable to meet this timeframe, we will inform you and provide an updated timescale.

9. If You Remain Dissatisfied

If you are not satisfied with our response, you may request a further review. When doing so, please explain why you remain unhappy and what additional outcome you are seeking. A senior manager will then review both your original complaint and the handling of it, and will provide a final decision.

Where appropriate, and depending on your individual circumstances and any applicable codes of practice, we may advise you of any further external avenues that could be available to you for independent advice or dispute resolution.

10. Data Protection and Confidentiality

All complaints will be handled in accordance with applicable data protection and privacy requirements. Information you provide will be used solely for the purpose of investigating and resolving your complaint, and for monitoring and improving the quality of our removals services.

Details of complaints will be kept confidential and only shared with those who need to know in order to respond effectively, except where disclosure is required by law or for regulatory purposes.

11. Learning and Service Improvement

Canary Wharf Removals values feedback and uses complaints as an opportunity to identify trends, strengthen training, improve communication and refine our operational procedures across our service area. We may review complaints data periodically to help ensure that recurring issues are addressed and that our customers receive consistently high standards of service.

By setting out this Complaints Procedure clearly, we aim to give you confidence that any concerns about your move or storage services will be treated seriously, investigated fairly and resolved wherever possible.