Aberdeen Removals Complaints Procedure

Aberdeen Removals is committed to delivering a reliable, professional removals service for households and businesses. If something goes wrong, we want to know about it so that we can put things right and improve our standards. This Complaints Procedure explains how you can raise a concern, how we will investigate it, and what you can expect from us at each stage.

1. Purpose of this procedure

The purpose of this Complaints Procedure is to give clear guidance on how customers can make a complaint about any part of our removals, packing, storage, or associated services. It applies to all customers who have booked or received services from Aberdeen Removals. Our aim is to resolve issues in a fair, timely, and transparent manner.

2. What counts as a complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service, the actions or lack of actions by Aberdeen Removals, or the conduct of our staff or contractors. This can include, but is not limited to, concerns about service quality, communication, punctuality, conduct on site, the condition of vehicles or equipment, handling of goods, or administration of bookings and payments.

We also welcome general feedback, suggestions, and compliments. While these are not handled through the formal complaints process, they are still recorded and used to improve our services.

3. How to make a complaint

You can make a complaint in the way that is most convenient for you. You may raise your concern with a member of staff during the move, contact our office, or write to us with a clear description of your issue. Please include the following information where possible so that we can help you more quickly:

The name used on the booking and your contact details. Your move date and collection and delivery locations. A clear description of what happened, including dates and times where known. Any supporting information, such as inventory details, job references, or photographs of any damage.

You should raise your complaint as soon as reasonably possible after the event. For damage to property or belongings, you should tell our team at the time of delivery where possible and then follow up with full details as soon as you can.

4. Stage one: Initial resolution

In the first instance, we encourage you to speak to the team leader on site or to our office staff as soon as you become aware of an issue. Many problems can be resolved quickly and informally at this stage, for example clarifying the services agreed, adjusting how items are handled, or resolving minor misunderstandings.

We will listen to your concerns, try to agree an immediate solution where appropriate, and explain any next steps required, especially in relation to potential claims or more complex issues.

5. Stage two: Formal complaint and investigation

If your complaint cannot be resolved informally, or if you prefer to use a formal process, it will be treated as a formal complaint. At this stage a member of our management team will review your case. They may contact you to request further information or clarification so that they can gain a full understanding of what has happened.

During the investigation we may review paperwork and booking details, discuss the matter with the crew involved, examine photographs or other evidence, and consider the relevant terms and conditions that applied to your move. We aim to be thorough, impartial, and fair in this process.

6. Our response and timescales

We will acknowledge receipt of your formal complaint within a reasonable time. We will then carry out our investigation and provide a written response setting out our findings, the outcome, and our reasons. Where appropriate, we may also propose steps to resolve the matter, which could include an apology, corrective action, or other forms of redress consistent with our terms and conditions.

Most complaints can be resolved within a few weeks, depending on their complexity and the amount of information required. If we need more time, we will keep you informed and let you know when you can expect a further update.

7. If you remain dissatisfied

If you are not satisfied with the outcome of your complaint, you may contact us again to explain why you disagree with our decision or to provide any additional information that you believe has not been considered. A different member of our management team may review the matter where appropriate.

We will then confirm whether our original decision stands or whether any aspect of it is changed in light of the further information provided. This will usually conclude our internal complaints process.

8. Claims relating to loss or damage

Complaints that relate to loss of or damage to your belongings are also subject to the specific terms, conditions, and limits of liability that applied to your move and to any insurance cover in place. It is important that you notify us of any potential damage at the earliest opportunity and follow any instructions given to you regarding evidence and time limits.

We may ask for photographs, repair estimates, proof of value, or other documentation so that we can assess the claim properly. All such claims will be handled in line with our contractual obligations and any applicable insurance policy terms.

9. Behaviour and communication

We are committed to dealing with all complaints respectfully and professionally. We ask that customers treat our staff in the same way. We understand that moving home or business premises can be stressful, and we will do our best to support you, but we do not tolerate abusive, threatening, or discriminatory behaviour towards our team.

10. Continuous improvement

Aberdeen Removals uses the information gained from complaints and feedback to review and improve our services. We may use your experience to refine our procedures, update staff training, improve communication, or enhance the way we plan and deliver removals locally and further afield.

By following this Complaints Procedure, we aim to ensure that issues are handled fairly, consistently, and as quickly as possible, while maintaining the professional standards our customers expect from a dedicated removals company.