Queen's Park Removals Complaints Policy

Queen's Park Removals is committed to providing a professional and reliable removals service for home and business customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Scope of this Complaints Procedure

This procedure applies to any complaint relating to our removals and associated services, including packing, loading, transport, storage, delivery, and any additional moving support we provide. It covers services delivered before, during, or after your move, whether for a domestic relocation or a commercial move. It does not cover disputes relating to third-party services that we do not directly manage or control.

Our Commitment to You

We aim to handle every complaint in a way that is fair, consistent, and timely. We will always treat you with courtesy and respect, listen carefully to what you tell us, and take your concerns seriously. We will investigate complaints objectively based on the information available and will aim to provide a clear explanation of our findings and any actions we propose to take.

How to Make a Complaint

You can raise a complaint about Queen's Park Removals in writing or verbally. While we are happy to discuss concerns by phone or in person, we recommend that you submit your complaint in writing wherever possible, as this helps us keep an accurate record of the issues and respond more effectively.

When making a complaint, please provide the following information to help us investigate:

Your full name and preferred contact details. Your moving date and collection and delivery addresses. Your booking or reference number if available. A clear description of what went wrong, including relevant dates and times. Details of any members of our team involved, if known. Any supporting information such as photographs, inventories, or correspondence.

If you require assistance in setting out your complaint, we will do our best to support you so that your concerns are clearly recorded.

Initial Resolution by the On-Site Team

Many concerns can be resolved quickly at the time they arise. If you experience an issue on the day of your move, please raise it with the on-site team leader or driver in the first instance. They will make every reasonable effort to address and resolve the matter promptly, such as clarifying arrangements, adjusting working methods, or recording any damage or delays.

If the issue cannot be resolved immediately to your satisfaction, or if you would prefer not to discuss it on site, you may escalate the matter through our formal complaints process as set out below.

Formal Complaint Stage

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps. We may ask for further details or evidence if this will help us investigate more thoroughly.

A member of our management team will then review your complaint. This may involve speaking with the crew who carried out your move, checking any relevant paperwork or inventories, reviewing photographs or video provided, and examining our internal records such as schedules and job notes. We will aim to complete our investigation and provide a full written response within a reasonable period, taking into account the complexity of the issues raised.

Our Response and Possible Outcomes

When we have completed our investigation, we will write to you with our findings. Our response will normally include:

A summary of the complaint as we understand it. An outline of the steps we took to investigate. Our decision in relation to each of the issues raised. Any proposed remedy or action plan.

Depending on the circumstances, possible outcomes may include an explanation or clarification, a formal apology, corrective action for future moves, a goodwill gesture, or consideration of compensation where appropriate and in line with our terms and conditions and any applicable insurance cover. Any offer made will take account of the evidence available, the nature of the problem, and any loss or inconvenience you have experienced.

If You Remain Dissatisfied

If you are not satisfied with our formal response, you may request a further review. In this case, where possible, a different senior manager who has not previously been involved will re-examine your complaint, the evidence, and our initial decision. We will then provide a final written response setting out our conclusions.

Our aim at this stage is to ensure that your complaint has been thoroughly considered from all reasonable angles and that our final position is clearly explained. We will also outline any further options that may be available to you, taking into account our contractual terms and any external bodies that may be relevant to your situation.

Time Limits for Complaints

To enable us to investigate effectively, we ask that you notify us of any issues as soon as reasonably possible after they occur. Certain matters, such as claims for loss or damage to goods, may be subject to specific time limits set out in our terms and conditions or in your insurance policy. It is important that you review these documents carefully in connection with your move and raise any concerns within the stated timeframes.

Data Protection and Confidentiality

All complaints are handled in line with our obligations under data protection law. Information you provide as part of a complaint will only be shared with those who need it in order to investigate and respond. We will keep records of complaints and their outcomes for a reasonable period, which helps us monitor the quality of our removals services and identify areas for improvement.

Continuous Improvement

Queen's Park Removals treats complaints as an important source of feedback. We regularly review complaint patterns, outcomes, and customer comments to help us refine our procedures, training, and service standards across our moving and storage operations. By following this Complaints Procedure, we aim not only to resolve individual problems but also to ensure a consistently high level of service for all customers in future.