Mortlake Removals Customer Complaints Procedure

Mortlake Removals is committed to providing reliable, professional removal and storage services for households and businesses. We aim to deliver a smooth moving experience, but we recognise that sometimes things may not go as planned. This complaints procedure explains how you can raise concerns, how we will respond, and what you can expect from us at every stage.

Our Commitment to You

We take all complaints seriously and use them as an opportunity to improve our services. When you contact us with a concern, we will listen carefully, investigate fairly, and respond in a timely and transparent way. Our goal is to resolve issues quickly and to your satisfaction wherever possible.

This procedure applies to all customers using our removals, packing, storage, or related services within our service area.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication, charges, or the way your move or storage has been handled, where you would like us to investigate and respond. You do not need to use specific wording or phrases for your comments to be treated as a complaint.

Raising a Complaint

You can raise a complaint verbally or in writing. We encourage you to contact us as soon as you become aware of a problem so that we can put things right promptly. Wherever possible, please provide:

The date of your move or service, your name, your service address, a clear description of the issue, relevant dates and times, and any supporting information such as inventory notes or photographs.

If you raise an issue on the day of the move, please speak to the team leader on site in the first instance so they have the opportunity to resolve the matter straight away. If it cannot be resolved on the day, or if you prefer to speak to the office, you can contact our customer service team during normal business hours.

Stage One – Initial Review and Response

Once we receive your complaint, we will log it and assign it to an appropriate member of staff for review. We aim to acknowledge your complaint as soon as reasonably possible and to provide an initial response after we have gathered the necessary information.

During this stage we may:

Review your booking details, move paperwork, and any photographs or notes. Speak with the crew members or staff involved in your move. Ask you for further information or clarification if anything is unclear.

We aim to provide a clear response, setting out our understanding of the issue, the outcome of our review, and any steps we propose to resolve the matter. Depending on the circumstances, this may include an apology, corrective action, a service remedy, or an offer of compensation in line with our terms and conditions and any applicable insurance or cover.

Stage Two – Escalation and Formal Review

If you are not satisfied with the outcome at Stage One, you can ask for your complaint to be escalated for a more detailed review. To do this, please clearly state that you wish to escalate your complaint and explain why you are unhappy with the initial response and what outcome you are seeking.

Your complaint will then be reviewed by a senior member of our team who was not directly involved in the original decision wherever possible. They will re-examine all of the information, including any new details you provide, and may contact you to discuss the matter further.

After this review, we will send you a final response setting out our conclusions and any further actions we are prepared to take. We aim to complete this stage within a reasonable time frame, taking into account the complexity of the matter and the availability of any required information or personnel.

Claims Relating to Loss or Damage

If your complaint relates to loss or damage to your goods, your claim will be handled in line with our terms and conditions and any cover you selected at the time of booking. To help us assess such complaints, we may ask for:

A detailed description of the item or items affected. Evidence of damage, such as clear photographs. Proof of value, such as receipts, valuations, or similar documents. Information about any pre existing damage or wear.

Please report any visible damage as soon as possible after delivery. For items that are packed or placed into storage, please check them promptly when they are unpacked or returned, and notify us of any concerns without delay.

Your Responsibilities

While we will always do our best to investigate and resolve complaints, we ask that you:

Treat our staff with courtesy and respect at all times. Provide accurate and complete information about your complaint. Respond to any reasonable requests for further details. Allow us a fair opportunity to investigate and put things right.

Abusive, threatening, or discriminatory behaviour towards our staff will not be tolerated and may result in limited contact arrangements or, in serious cases, termination of services where appropriate.

Using Complaints to Improve Our Services

We regularly review complaints to identify patterns, recurring issues, and opportunities to improve. This may include providing additional staff training, updating our procedures, improving communication before and during moves, or reviewing packing and handling practices.

Our aim is to ensure that customers across our service area benefit from a consistently high standard of service, with clear expectations and reliable support when something goes wrong.

Updates to This Procedure

Mortlake Removals may update this complaints procedure from time to time to reflect changes in our services, internal processes, or relevant legal or regulatory requirements. The version published on our website will always be the most current version, and will apply to any complaints raised while it is in force.

If you have any questions about this complaints procedure, or if you need help to make a complaint, please contact our team and we will do our best to assist you.