Scatford Removals Complaints Procedure

Scatford Removals is committed to providing a professional and reliable removals service for homes and businesses. We recognise that, on occasion, things may not go exactly as planned. When this happens, we want to hear from you so that we can put things right and continually improve our services.

This complaints procedure explains how you can raise a concern about any aspect of our removals service, what you can expect from us at each stage, and the timescales within which we aim to respond.

Scope of this Complaints Procedure

This procedure applies to any complaint or concern related to the services provided by Scatford Removals, including but not limited to household moves, office relocations, packing services, loading and unloading, storage handling, and customer care before, during, or after your move.

The procedure is designed for customers who have booked or received services from us. It does not cover employment disputes, supplier issues, or internal business matters, which are handled under separate policies.

Our Commitments

When you make a complaint, Scatford Removals will:

Listen carefully to your concerns and treat you with courtesy and respect at all times. Take your complaint seriously and handle it promptly, fairly, and consistently. Keep you informed of progress throughout the investigation. Aim to resolve the matter at the earliest possible stage. Use the outcome of complaints to improve our removals processes and staff training.

How to Make a Complaint

You can raise a complaint verbally or in writing. To help us investigate quickly and accurately, please provide as much detail as you can, including:

Your full name and the address where the removal took place. The date of your move and, if known, your booking or reference number. A clear description of what went wrong and when it occurred. The names of any staff involved, if you know them. Any supporting information that may help us understand the issue.

We encourage you to raise your concerns as soon as possible after the issue arises, ideally within a short time of your move. This helps ensure that records and recollections are still fresh and can be properly checked.

Stage One: Informal Resolution

In many cases, issues can be resolved quickly through informal discussion. If you are unhappy with any aspect of your removals service, please speak to a member of the team at the earliest opportunity, such as the crew leader on the day of your move or your usual contact within Scatford Removals.

Our initial aim is to resolve your concern immediately or within a short period, where this is practical. We will listen to your explanation, clarify any details, and try to agree a solution with you. If you are satisfied with the outcome at this stage, the matter will be considered resolved.

If you feel that your concern has not been addressed, or if the matter is more serious, you can proceed to make a formal complaint.

Stage Two: Formal Complaint and Investigation

If informal resolution is not appropriate or has not resolved the issue, you may submit a formal complaint. Once we receive your formal complaint, we will:

Acknowledge receipt within a reasonable timescale, usually within a few working days. Assign a manager or senior member of staff to review and investigate your complaint. Examine any relevant documents, communications, and service records. Where needed, speak to the staff involved and, with your permission, contact you for further information.

We aim to provide a full written response once we have completed our investigation. If the matter is complex and we require more time, we will let you know and provide an updated timescale.

Possible Outcomes and Remedies

Following a formal investigation, we will explain our findings and the reasons for any decisions we make. Where appropriate, we may offer one or more of the following:

An explanation of what went wrong and why. An apology where we accept that our service fell below the standard you were entitled to expect. A practical remedy, which may include corrective work or service adjustments. Steps to prevent a similar issue from happening again, such as changes to procedures or additional staff training.

Any remedy offered will be proportionate to the issue identified and in line with our contractual obligations and applicable law.

Stage Three: Escalation

If you remain dissatisfied after receiving our formal response, you may request that your complaint is reviewed at a higher level within Scatford Removals. In this case, a senior manager or another person not previously involved will reconsider your complaint and our earlier decision.

The reviewer may uphold the original decision, change it, or request further enquiries to be made. You will receive a final written response setting out the outcome of this review.

Timeframes for Raising Complaints

We recommend raising any complaint as soon as reasonably possible after the event. While we will always consider complaints in good faith, delays in reporting may limit our ability to investigate fully, especially in relation to time-sensitive matters such as handling, packing, or transport of goods during your move.

Confidentiality and Data Protection

All complaints will be handled in confidence and in line with applicable data protection requirements. Information will only be shared with those who need it to investigate or resolve your complaint, or where we are legally required to disclose it.

Using Complaints to Improve Our Service

Scatford Removals views complaints as an important source of feedback. We regularly review complaint outcomes and look for patterns or recurring issues so that we can improve our removals services, refine our procedures, and provide additional staff training where needed.

Our aim is to ensure that every customer, whether moving locally or undertaking a more complex relocation, receives a responsive and professional service from start to finish.

Review of this Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. Updates may be made to reflect changes in our services, customer expectations, or relevant regulations.

By setting out a transparent and structured process for handling complaints, Scatford Removals demonstrates its commitment to accountability, customer care, and continuous improvement across all aspects of our removals operations.