Complaints Procedure at Liverpool Removals

Liverpool Removals is committed to providing a professional and reliable removals service, including local and longer-distance home and office moves. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at every stage of the process.

1. Purpose and scope of this procedure

This procedure applies to all customers who have used, or are using, the services of Liverpool Removals. It covers complaints about any aspect of our work, including but not limited to packing, loading and unloading, transport, storage, punctuality, staff conduct, and administration such as quotations and billing.

The objectives of this procedure are to make it easy for you to tell us when something has gone wrong, to deal with your complaint fairly and promptly, and to use your feedback to improve our removals services.

2. What is a complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. You may complain if you feel that:

The service you received did not match what was agreed or reasonably expected. Our team did not act in a professional, courteous, or safe manner. There was loss of or damage to your property. There were errors in documentation, administration, or charges. We failed to communicate clearly or within agreed timeframes.

We encourage you to raise issues as soon as possible so that we can address them while the details of your move are still clear for everyone involved.

3. How to make a complaint

You can make a complaint verbally or in writing. While we will accept complaints in any reasonable form, we recommend that you submit your complaint in writing so that all points are clearly recorded. In your complaint, please provide:

Your full name and contact details. The date and location of your move. Any reference or job number you may have been given. A clear description of what went wrong and when. Details of any loss or damage, including photographs where available. Any steps you have already taken to raise the issue with our staff.

We ask that you submit your complaint as soon as you reasonably can, ideally within 14 days of the move or of becoming aware of the problem.

4. Acknowledgement of your complaint

Once we receive your complaint, we will acknowledge it in writing. We aim to send this acknowledgement within five working days. The acknowledgement will confirm that we have received your complaint, provide the name or position of the person responsible for handling it, and outline the next steps and indicative timescales.

5. Investigation process

Your complaint will be investigated by an appropriate member of the management team who was not directly involved in the issue wherever reasonably possible. The investigation may include:

Reviewing your move documentation, including quotations, inventory lists, and job sheets. Speaking with the staff members involved in your move. Examining any relevant photographs, correspondence, or delivery notes. Assessing any damage reports or insurance-related information.

We aim to complete the initial investigation and provide a full response within 28 days of acknowledging your complaint. If we need more time, for example where a claim is complex or further information is required, we will let you know and give an updated timescale.

6. Our response and possible outcomes

Once our investigation is complete, we will provide you with a written response. This will explain the findings of the investigation, whether your complaint has been upheld in full, in part, or not upheld, any remedial action we propose to take, and any changes or improvements we will make to our services or procedures as a result of your complaint.

Possible outcomes may include an apology and explanation, corrective action to complete agreed work, repair or replacement where appropriate, a goodwill gesture or financial settlement in line with our terms and conditions and any applicable insurance cover, or a review of our internal processes or staff training.

7. If you are not satisfied with our response

If you are dissatisfied with our written response, you may request that your complaint be reviewed. This review will be carried out by a senior member of staff who was not involved in the original investigation, where practicable.

To request a review, please reply in writing explaining which parts of our response you disagree with and why, and include any additional information or evidence you would like us to consider. We will acknowledge your request for a review within five working days and aim to provide a final response within 21 days of that acknowledgement. If more time is needed, we will inform you and update you on the revised timescale.

8. Claims for loss or damage

Where your complaint involves loss of or damage to items during your move or storage, we will handle this in line with our terms and conditions and any applicable insurance cover. You may be asked to provide:

Photographs of the damage. Proof of purchase or estimated value. Evidence of the condition of the items before the move, where available.

We recommend that you notify us of any visible damage as soon as possible after delivery, and note it on any delivery paperwork if relevant. Failure to report damage within the timescales set out in our terms and conditions may affect your entitlement to compensation.

9. Confidentiality and data protection

All complaints will be handled sensitively and in accordance with applicable data protection requirements. Information will only be shared with those who need it to investigate and resolve your complaint or as required by law or regulation. We will retain records of complaints and their outcomes for an appropriate period in line with our internal policies and legal obligations.

10. Using feedback to improve our services

We value all feedback and use it to improve the services we offer, whether for household removals, business relocations, packing, or storage. Complaints are reviewed periodically to identify any recurring issues, training needs, or opportunities to enhance our processes, customer communication, and overall moving experience.

11. Updates to this procedure

Liverpool Removals reserves the right to update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or legal and regulatory requirements. The version available from us at the time you make your complaint will apply to the handling of that complaint.

If you have any questions about this Complaints Procedure or how it applies to your situation, you are welcome to contact us for clarification before or after making a formal complaint.