Sunbury Removals is committed to providing a professional, reliable removals and storage service for customers within our operating area and beyond. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear about it so we can put matters right, learn from the experience, and continually improve our service.
This Complaints Procedure explains how you can raise a concern about any aspect of our service, what you can expect from us at each stage, and the timescales in which we aim to respond. It applies to all customers who use our services, including home moves, office moves, packing services, and storage.
This procedure is designed for complaints relating to our removals and storage services, including but not limited to
Service quality or conduct of our staff on removal day
Delays, missed appointments, or scheduling issues
Concerns about packing, handling, or transportation of items
Issues relating to documentation, quotations, or invoicing
Damage or loss of items in connection with a removal or storage service
This procedure does not cover general enquiries, requests for quotations, or booking-related questions. Those should be raised directly with our office team through the usual communication channels.
In many cases, we can resolve issues quickly and informally. If you have a concern during your move or shortly afterwards, please raise it as soon as possible with the team member or office contact you have been dealing with. Providing details at an early stage often allows us to put matters right before they develop into a formal complaint.
When raising an informal concern, please provide
Your full name and, where relevant, the name of your business
Your moving date and the collection and delivery addresses
A clear description of the issue and when it occurred
Any supporting information you feel is relevant
We will aim to acknowledge informal concerns promptly and, where possible, offer an immediate explanation or solution.
If your concern is not resolved informally, or if you prefer to use the formal process from the outset, you can make a formal complaint. To help us investigate thoroughly, please set out your complaint clearly and include
Your full name and contact details
Details of the service you received, including dates and locations
A description of what went wrong and how this has affected you
Any steps already taken to resolve the issue
What outcome or remedy you are seeking
We encourage you to submit your complaint in writing so that we have a clear record of your concerns. However, if you are unable to do so, please contact us and we will work with you to record the details of your complaint accurately.
Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. Our acknowledgement will confirm that your complaint has been logged under this procedure and will outline the next steps.
A manager or suitably senior member of staff will carry out an initial review of your complaint. This may include checking your booking details, reviewing internal records such as job sheets and inventory lists, and speaking with the staff members involved in your move.
We aim to complete our investigation and provide a full written response to your complaint within a reasonable period, depending on the complexity of the issues raised. During the investigation we may need to
Ask you for additional information or clarification
Request photographs or other evidence, especially if damage or loss is alleged
Consult with the removal crew, office team, or third party providers where relevant
We will keep you informed if there is any significant delay and explain the reason. Our final response will set out
What we have understood your complaint to be
The steps we have taken to investigate
Our findings and conclusions
Any proposed resolution or remedy
Depending on the nature of your complaint and the outcome of our investigation, possible remedies may include
An explanation or clarification where there has been a misunderstanding
An apology where we have fallen short of our expected standards
Practical steps to rectify an issue, where this is possible
Consideration of compensation, where appropriate and in accordance with our terms and conditions and any applicable insurance cover
Any remedy offered will take into account the circumstances of your move, the service you purchased, and the responsibilities set out in your contract with us.
If you are not satisfied with our final response, you may request that your complaint is reviewed by a more senior member of our management team, provided this has not already occurred. This review will focus on whether the complaint was handled fairly and whether the outcome remains appropriate in light of all available information.
We will confirm the result of this review in writing. This will normally represent the final stage of our internal complaints procedure.
To help us handle your complaint efficiently, we ask that you
Provide accurate, complete information and any evidence you have
Raise your concerns as soon as reasonably possible after the issue occurs
Communicate with our team in a polite and respectful manner
Allow us reasonable time to investigate and respond
We reserve the right to end correspondence that is considered abusive, threatening, or clearly unreasonable, while ensuring that legitimate complaints are still appropriately addressed.
Sunbury Removals uses feedback and complaints to improve our services across our operating area. We regularly review trends in complaints to identify areas for training, operational changes, or updates to our terms, documentation, and customer communications. By following this Complaints Procedure, you help us to maintain and improve the quality of our removal and storage services for all customers.
This Complaints Procedure does not affect your statutory rights.
