Dundee Removals Complaints Procedure

At Dundee Removals, we are committed to providing a dependable and professional removals service for our customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right where possible and improve our services in future.

Purpose of this complaints procedure

This complaints procedure sets out how you can raise a concern about our removals or related services, what information we need from you, and how we will handle, investigate and resolve your complaint. It applies to all customers who have used our services, including home moves, office relocations, packing, storage and associated work.

We take all complaints seriously and aim to deal with them fairly, consistently and promptly.

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you wish us to investigate and respond. This may include issues such as:

Delays or missed appointments for your move date or delivery
Concerns about the conduct, attitude or professionalism of team members
Damage to property, belongings, or premises during loading, transport or unloading
Disputes about charges, quotations, or payment terms
Problems with packing, wrapping, or protective materials
Issues with storage, access to stored goods, or condition on return
Communication problems before, during or after your move

If you are unsure whether your concern is a complaint, you are welcome to contact us and we will guide you through the process.

How to make a complaint

You can make a complaint verbally or in writing. We recommend submitting your complaint in writing wherever possible, as this helps avoid misunderstandings and allows us to keep a clear record of the issues raised.

When raising a complaint, please provide the following details:

Your full name and the address where the removal or related service took place
The date of your move or the dates of any storage period
A clear description of what went wrong and when it happened
The names of any staff members involved, if known
Photographs of any damage or issues, if available
Copies of relevant paperwork, such as quotations, inventories or invoices
What outcome you are seeking, for example an explanation, apology, rectification work or compensation

Providing this information at the outset helps us investigate your complaint more efficiently and respond more quickly.

Timescales for raising a complaint

We ask that you notify us of any concerns as soon as reasonably possible. Some issues, such as visible damage to belongings or premises, should be reported at the time of delivery or within a short period afterwards to allow us to assess the situation accurately.

Where damage is not immediately apparent, please inform us as soon as you become aware of the issue. Claims that involve potential insurance cover may be subject to specific time limits set by insurers. We will advise you of any such deadlines that apply to your case.

How we will handle your complaint

Once we receive your complaint, we will record it in our internal system and begin our investigation. Our usual process is as follows:

1. Acknowledge receipt
We will acknowledge your complaint and confirm that we are looking into the matter. If we need any additional information, we will ask for it at this stage.

2. Appoint a person to review
Your complaint will be assigned to a member of our management team who is responsible for reviewing the details, gathering evidence, and providing a response.

3. Investigate the issues
We may speak to the crew members involved, review paperwork and inventories, check schedules and route plans, inspect photographs or videos, and, where necessary, assess any damage in person.

4. Provide a response
After completing our investigation, we will provide you with a written response explaining our findings, any actions we have taken or propose to take, and the reasons for our decision.

Response timescales

We aim to acknowledge all complaints promptly. Our goal is to provide a full written response within a reasonable time, depending on the complexity of the issues raised and the availability of relevant information. Where we cannot complete our investigation within our usual timeframe, we will let you know and provide an update on progress.

Possible outcomes

Depending on the circumstances of your complaint, possible outcomes may include:

A written explanation of what happened and why
A formal apology where we are at fault
Steps to put things right, such as repairs or remedial work
A goodwill gesture, where appropriate
Consideration of compensation, subject to our terms and conditions and any applicable insurance cover
Changes to our procedures, training or systems to prevent similar issues in future

Any offer of compensation will take into account our contractual terms, the value and condition of items, and any relevant limitations of liability agreed before the move.

If you remain dissatisfied

If you are not satisfied with our final response, you may ask for your complaint to be reviewed by a senior member of our management team who was not directly involved in the original investigation. They will consider whether the process was fair and whether the outcome should be amended.

We will inform you of the result of this review and whether our decision is upheld, changed, or supplemented by further action.

Our commitment to improvement

Every complaint gives us an opportunity to review and improve our services. We regularly monitor the types of complaints we receive, look for patterns and recurring issues, and use this information to refine our staff training, vehicles and equipment, packing materials, and communication practices.

Dundee Removals is committed to providing a reliable and respectful service for customers planning a move. By following this complaints procedure, we aim to ensure that any concerns are handled openly, consistently and with the attention they deserve.