Isleworth Removals Complaints Procedure
Isleworth Removals is committed to providing a reliable, professional removals and storage service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern with us, how we will respond, and what steps you can take if you are not satisfied with the outcome.
Our Commitment to You
We aim to handle every complaint fairly, consistently and promptly. We use feedback to improve our domestic and commercial removals, packing, and storage services. All complaints are treated seriously and handled in confidence.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, contractors, communication, administration, or the way a claim or issue has been handled. You do not have to use specific language for your concern to be treated as a complaint.
Making a Complaint
You can make a complaint in writing or by speaking to us. We encourage you, wherever possible, to raise issues as soon as you become aware of them so we can address them quickly.
When making a complaint, please provide:
The name the booking was made under, the moving date or planned date of service, a clear description of what went wrong, when it occurred, the location relevant to the move, and details of any loss or damage. If relevant, please also include copies of any documents such as inventory lists, correspondence, photographs of damage, or job references that support your complaint.
Stage One: Frontline Resolution
Many concerns can be resolved informally and quickly. If you experience a problem during your move or in the run-up to moving day, please speak to the team on site or contact the office as soon as possible. Our first priority will be to understand what has gone wrong and try to put it right immediately or within a reasonable timeframe.
At this stage we will:
Listen carefully to your concerns, clarify the key issues with you, and attempt to resolve the matter straightaway where possible. If an immediate resolution is not possible, we will explain the next steps and expected timescales for a fuller investigation.
Stage Two: Formal Written Complaint
If your concern cannot be resolved informally, or you remain unhappy after Stage One, you may submit a formal written complaint. This allows us to carry out a structured review of what happened.
On receipt of your formal complaint we will:
Acknowledge your complaint within five working days, record the details in our internal system, assign the complaint to an appropriate manager, and begin an investigation into the issues raised.
We may contact you to request further information, clarify aspects of your complaint, or obtain permission to speak with third parties where needed.
Our Investigation Process
The manager responsible for your complaint will review all relevant information, which may include job sheets, booking records, inventories, photos, video footage where available, staff statements, and any previous correspondence. We will consider any applicable terms and conditions, insurance or liability clauses, and industry guidelines relevant to domestic and business removals.
We aim to provide a full written response within 20 working days of acknowledging your complaint. If, due to complexity or availability of information, we need more time, we will inform you of the delay, explain why, and provide a revised timescale.
Our Response
Our written response will include a summary of your complaint, details of our investigation, our findings and conclusions, and any actions we propose to take. Where we uphold your complaint, remedies may include an apology, a practical solution, a goodwill gesture, or consideration of compensation in line with our terms and conditions.
If You Remain Dissatisfied
If, after receiving our formal response, you are still unhappy with the outcome, you may request that your complaint be reviewed. This review will, where possible, be carried out by a senior member of our team who was not directly involved in the original investigation.
The reviewing manager will re-examine the evidence, consider any additional information you provide, and decide whether the initial decision should be upheld, varied, or overturned. We will aim to provide the outcome of this review within 15 working days, and will confirm our decision and reasoning in writing.
Time Limits for Complaints
To help us investigate fairly, we ask that complaints about service issues, conduct, or communication are raised within a reasonable period of the event occurring. For claims involving loss or damage to goods, specific time limits may apply as set out in our terms and conditions. Raising your complaint promptly improves the chance of a satisfactory resolution.
Data Protection and Confidentiality
All complaints are handled in line with relevant data protection requirements. Information will be shared only with staff or third parties who need it to investigate and resolve the matter. We will store complaint records securely and retain them only for as long as necessary for legitimate business, insurance, or legal reasons.
Using Complaints to Improve Our Service
We review complaints data regularly to identify trends and areas for improvement. Feedback can lead to updates in staff training, packing and handling procedures, vehicle loading processes, communication practices, and our terms and conditions. Our goal is to reduce the likelihood of similar issues arising for future customers who rely on our removals and storage services.
Review of This Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and in line with current legal and industry standards. We reserve the right to amend the procedure where necessary, and any updated version will apply to future complaints from the date of publication.
