Catford Removals Complaints Procedure

This Complaints Procedure explains how Catford Removals will handle any concerns or complaints about our moving and related services. Our aim is to resolve issues promptly, fairly and transparently so that every customer feels listened to and treated with respect.

Scope of this complaints procedure

This procedure applies to all services provided by Catford Removals, including domestic moves, office relocations, packing, storage handling and associated services. It covers complaints made by individual customers, businesses and other organisations that have used our services or have a confirmed booking with us.

Matters that may fall under this procedure include service quality, conduct of our staff or contractors, protection of belongings, timing and communication issues, and billing concerns. If we believe a concern is better handled through another process, we will explain why and direct you to the appropriate route.

Our commitments when handling complaints

When you raise a complaint with Catford Removals, we commit to treating you fairly and courteously, acknowledging your concerns and giving you a clear explanation of the next steps. We will investigate the facts objectively, respond within reasonable timescales and keep you informed if we need more time. Where we have made a mistake, we will aim to put matters right and learn from the issue to improve our services across our service area.

How to make a complaint

You can make a complaint in writing or by speaking with us. We encourage you to raise any issues as soon as possible, ideally within a short time of the service being provided, so that we can investigate effectively.

When submitting a complaint, please provide your full name, the address where the move or service took place, the date of the service or booking, a clear description of what went wrong and the outcome you are seeking, such as an explanation, apology, corrective action or review of charges. Providing copies of relevant documents such as quotes, inventories or invoices can help us review your concerns more quickly.

Stage one: frontline resolution

In the first instance, we will aim to resolve your complaint at a frontline level. This may involve the move coordinator, office staff or on-site team leader, depending on the nature of the issue. We will acknowledge your complaint and may ask for clarification or additional information if anything is unclear.

Our goal at this stage is to resolve straightforward issues as quickly as possible, often within a few working days. Many concerns, such as minor service queries, timing misunderstandings or basic billing questions, can be settled informally through discussion, clarification or immediate corrective action.

Stage two: formal investigation

If your complaint cannot be resolved at frontline level, or if you remain dissatisfied with the outcome, you may request a formal investigation. At this stage, a senior member of the Catford Removals team will review your complaint in more detail.

During the formal investigation, we may review paperwork such as booking forms, inventories and job sheets, speak with the staff members involved, assess any reported loss or damage and consider any relevant industry standards and internal policies. We aim to complete a formal investigation within a reasonable period. If we need more time due to the complexity of the matter, we will let you know and explain why.

Once the investigation is complete, we will provide a written response summarising the issues you raised, the steps we took to investigate, our findings and any actions we propose to take. Possible outcomes may include an explanation, an apology, corrective work, a gesture of goodwill or a review of charges, depending on the circumstances and our terms and conditions.

Complaints involving loss or damage

If your complaint relates to loss of or damage to your belongings, it is important that you notify us as soon as reasonably possible. We may ask for photographs, descriptions of the items, purchase details and any relevant supporting information.

We will review your complaint in line with our contractual terms, including any limitations, exclusions and insurance arrangements that were agreed at the time of booking. Each case will be considered on its own facts, and we will explain clearly how any decision has been reached.

Complaints about staff conduct

Catford Removals expects all staff and contractors to act professionally and courteously at all times. If your complaint relates to behaviour, language or conduct, we will treat the matter seriously and investigate accordingly.

While we cannot share detailed internal disciplinary outcomes, we will confirm that your concerns have been reviewed and that appropriate action has been taken where necessary. We regularly use feedback to reinforce training and maintain standards across our removal teams.

If you remain dissatisfied

If you are not satisfied with the outcome of our formal investigation, you may request that a different senior person within Catford Removals reviews the handling of your complaint. This review will focus on whether our procedure was followed properly and whether our decision was reasonable based on the information available.

We will inform you of the result of this review and confirm whether our position remains the same or whether any further action will be taken. This stage represents the final internal step in our complaints process.

Confidentiality and data protection

All complaints will be handled with appropriate confidentiality. Information will be shared only with those who need it to investigate and respond to your concerns. Any personal data provided as part of a complaint will be processed and stored in line with our data protection obligations and retained only for as long as necessary for the purpose of handling your complaint and meeting legal and regulatory requirements.

Continuous improvement

Catford Removals values feedback and uses complaints as an opportunity to review and improve our moving and storage services throughout our operating area. We regularly monitor the types of complaints received, identify patterns and implement changes where needed to reduce the likelihood of similar issues arising in the future.

By following this Complaints Procedure, we aim to ensure that all customers who relocate with us are treated consistently and fairly, and that any problems encountered during a move are addressed in a constructive and measured way.