Tower Hill Removals is committed to providing a professional, reliable moving and storage service. 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 from us at each stage.
The purpose of this procedure is to provide a clear and fair process for handling complaints about our removal and related services. It applies to all customers who use Tower Hill Removals for domestic, commercial, or specialist moves, including packing, storage, and associated services.
We use feedback and complaints to improve our operations, staff training, and communication. All genuine complaints are taken seriously and handled in a professional and respectful manner.
A complaint is any expression of dissatisfaction about the service you have received from Tower Hill Removals, whether it relates to our staff, vehicles, handling of goods, scheduling, communication, pricing, or any aspect of the moving process.
We encourage you to raise any concerns as soon as possible so that we have the best opportunity to understand what has happened and put things right.
If you are unhappy with any part of our service during your move, we recommend that you first speak to the team leader on site or your usual office contact. In many cases, concerns can be resolved quickly and informally with an explanation, an adjustment to the service, or a practical solution on the day.
If your concern cannot be resolved informally, or you remain dissatisfied, you can submit a formal complaint using the process set out below.
To help us investigate thoroughly, please submit your complaint in writing. Written complaints ensure there is a clear record of what has been raised and reduce the risk of misunderstanding.
When making a complaint, please include, where possible:
The name the booking was made under
The service you used, for example house move, office move, packing or storage
The date of your move or the date the issue occurred
A clear description of what went wrong and who was involved
Details of any damage, loss, delay, or other problem
Any supporting information, such as inventory lists, photographs, or correspondence
What outcome you are seeking, for example an explanation, apology, remedial work, or compensation
If you are unable to make a complaint in writing, please contact our office and we will agree with you on an appropriate alternative method.
Once we receive your complaint, we will record it and allocate it to an appropriate manager who is not directly involved in the issue wherever possible. We will acknowledge receipt within a reasonable timeframe and confirm that an investigation is underway.
The acknowledgement will explain the next steps, who is handling your complaint, and when you can expect a substantive response.
Our investigation will be proportionate to the nature and complexity of the issues raised. This may include:
Reviewing your booking, inventory, and any relevant paperwork
Speaking with the removal crew, office staff, and any third parties involved
Examining photographs, condition reports, or damage forms where relevant
Reviewing our operational records, routes, and schedules
Considering whether our terms and conditions and industry standards have been followed
We aim to complete our investigation and provide a detailed response within a reasonable period. If we require more time due to the complexity of the matter, we will keep you informed of our progress and revised timeframes.
Once we have completed our investigation, we will send you a written response setting out:
Our understanding of your complaint
The steps we have taken to investigate
Our findings and conclusions
Any actions we propose to take
Depending on the outcome, this might include an explanation, an apology, practical steps to remedy the situation, suggestions to prevent a recurrence, or consideration of compensation in line with our terms and conditions and any applicable cover you hold.
If you are not satisfied with our response, you may request that your complaint is reviewed. A senior manager will then reassess the information, consider any new evidence you provide, and decide whether our original response should be upheld, varied, or overturned.
We will provide a final written response explaining the result of this review and whether any further internal action will be taken.
We ask that you raise any concerns as soon as reasonably possible after the issue arises. Prompt notification enables us to carry out a more thorough investigation while details are still fresh and relevant records are available.
Specific time limits for reporting damage or loss may be set out in your terms and conditions and in any insurance or extended liability cover. You should refer to those documents, as they may affect the remedies available.
All complaints are handled confidentially and in accordance with data protection requirements. Information is only shared with those who need it to investigate and resolve the matter. We treat all parties involved fairly and will not tolerate any form of harassment or abusive behaviour towards our staff.
We regularly review the complaints we receive to identify patterns, improve our removal services, and enhance training for our teams. Your feedback helps us maintain and improve the standards expected from a professional moving company.
Tower Hill Removals is committed to learning from every complaint. We view complaints as an opportunity to review our procedures, vehicles, equipment, and customer communication so that we can provide a smoother, more reliable experience for future moves.
If you have any questions about this Complaints Procedure or how it applies to your situation, please contact our office team, who will be happy to explain the process and guide you through the next steps.
