Complaints Procedure
Lambeth Movers Complaints Procedure
This Complaints Procedure explains how Lambeth Movers manages and resolves complaints about our removal and related services. Our aim is to respond to all concerns promptly, fairly and transparently, and to use feedback to improve the quality and reliability of our work.
Our commitment to you
Lambeth Movers is committed to delivering a professional, courteous and efficient removals service. If something goes wrong, we want to know about it so we can put matters right where possible and prevent similar issues arising in the future.
We treat every complaint seriously and handle all customer information with respect and confidentiality. Complaints are not recorded on your customer file for marketing purposes and are only used to manage and resolve the issue raised.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are expecting a response. Examples can include:
Service quality or conduct of our removal team on the day of your move.
Damage to property or belongings during packing, loading, transport or unloading.
Delays, missed appointments or poor communication before, during or after the move.
Concerns about pricing, charges, invoicing, or how your booking was managed.
Issues with storage, packing services, or additional services associated with your move.
If you are unsure whether your concern is a complaint, please raise it with us anyway. We will guide you through the most appropriate process.
How to make a complaint
You can submit a complaint in writing using any standard communication method. Please clearly mark your message as a complaint so that it reaches the correct team quickly.
When you contact us, include the following information to help us investigate efficiently:
Your full name and the address where the service was provided.
The date of your move or the date the issue occurred.
Your booking or reference number, if available.
A clear description of what went wrong, including times, locations and people involved where possible.
Any supporting information you may have, such as photographs, inventory lists or written notes.
What outcome or resolution you are seeking, for example an explanation, an apology, a correction or compensation where appropriate.
Timescales for acknowledging and responding
We aim to acknowledge all complaints within a reasonable period of receiving them. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps.
A full investigation will follow. Most complaints are resolved within a practical timeframe that allows us to gather evidence, speak to everyone involved, and review any relevant documentation. If we need more time due to the complexity of the complaint, we will let you know and explain why.
How we investigate complaints
All complaints are handled by a member of our management or customer care team who was not directly involved in the issue wherever possible. This helps ensure an objective review.
Our investigation may include:
Reviewing your booking details, inventory, schedule and service notes.
Speaking with any staff members involved in planning or carrying out your move.
Examining photographs, reports or damage records where relevant.
Checking our internal policies, procedures and risk assessments.
Considering any relevant industry standards or codes of practice related to removal services.
We will assess the facts carefully and fairly before reaching a conclusion and deciding on any appropriate remedy.
Outcomes and remedies
Once our investigation is complete, we will provide you with a clear written response. This will normally include:
A summary of your complaint as we understand it.
Details of the steps we took to investigate the matter.
Our findings and reasoning.
Any actions we will take to put things right or improve our services.
Depending on the circumstances, possible outcomes may include an explanation, an apology, corrective action, staff training, service improvements, or compensation where this is appropriate and supported by evidence. Each complaint is considered individually on its merits.
If you remain unhappy
If you are not satisfied with our final response, you may ask for a review by a senior member of the team who was not previously involved in the complaint. The reviewer will reconsider the evidence and our decision and will either uphold, vary or overturn the original outcome.
Where applicable, and depending on the nature of the service and any governing body or trade association requirements, you may have the option to pursue independent advice, alternative dispute resolution or legal routes. We will outline any such options that may be relevant in our final response.
Complaints about loss or damage
Complaints that involve alleged loss of, or damage to, goods or property often require specific evidence and may be subject to terms and conditions agreed at the time of booking. In these cases you should notify us as soon as you become aware of a problem so we can assess the situation promptly.
We may ask for photographs, inventory records, proof of value, and details of the circumstances surrounding the incident. All such complaints will be managed in line with our standard complaints procedure, alongside any applicable contractual or insurance conditions.
Using feedback to improve our service
All complaints, whether upheld or not, are logged and reviewed so that we can identify recurring issues or areas where procedures need to be strengthened. We may adjust staff training, vehicle and equipment checks, scheduling processes, communication standards, or other operational practices based on what we learn.
By following this structured complaints procedure, Lambeth Movers aims to ensure that every concern is treated fairly, handled with care, and used as an opportunity to maintain and improve the quality of our removals and related services.
