Complaints Procedure — Toms Removals

Purpose: This document explains the complaints process for Toms Removals and affiliated services such as Toms Removal Service and Tom's Removals. The aim is to ensure that any concern about a move, handling of goods, scheduling, or associated service is recorded, acknowledged and addressed fairly and promptly. We are committed to a transparent approach so that customers and clients understand how a complaint will be handled from receipt through resolution.

Scope and Principles

The procedure applies to all aspects of the moving contract and related activities delivered by the company or its authorised agents. It is not a substitute for any statutory rights a customer may have, but it is designed to complement those rights by providing a clear internal route for resolution. Key principles include impartiality, confidentiality, and timely communication.

How to Raise a Concern

To initiate a formal complaint under the Toms Removals complaints procedure, customers should provide a clear description of the issue including dates, job references where available, and any relevant details about the service event. Complaints may relate to damage, loss, delays, conduct of removal teams, or billing queries. While we ask for concise facts, we will accept reasonable supporting documentation to assist our review.

On receipt, the complaint is logged and allocated to a designated case manager. The case manager’s role is to coordinate the investigation, gather evidence from operational teams, review any photographic or inventory records, and record actions taken. An initial acknowledgement will be issued to confirm that the complaint has been received and to provide an expected timeframe for a substantive response.

Investigation process: Investigations are conducted proportionately, taking into account the nature and severity of the complaint. The review may include interviews with staff involved, inspection of vehicle or storage records, and assessment against contractual obligations and our standard operating procedures. Where necessary, expert assessment of damage or valuation may be sought to support a fair outcome.

Throughout the process we aim to keep complainants informed. If the investigation requires more time, we will provide interim updates. The concluding stage involves a formal decision which outlines findings, any remedial measures, and proposed remedies. Remedies may include an apology, repair, replacement, reimbursement, or where appropriate, contractual adjustments.

Decisions are issued in writing and will set out the rationale. Toms Moving Company endeavours to resolve disputes internally and fairly, but where a complaint raises complex or disputed technical issues, the company may suggest independent appraisal or mediation as mutually acceptable options. The choice of independent review will be considered jointly and arranged in good faith.

Timeframes and Closure

Our target is to provide an initial acknowledgement within a short period after receipt and a substantive response within a reasonable number of working days depending on the complexity. If a case cannot be concluded within that period we will explain the reason for delay and give an updated estimate for resolution. Cases are closed when a written response has been issued and no further reasonable enquiries are received within a defined period.

Record Keeping and Continuous Improvement

All complaints are recorded in our complaints register to ensure a transparent audit trail. Records include the complaint details, correspondence, investigation outcomes, and actions taken. Regular reviews of complaint trends feed into Toms Removals operational improvement programmes to reduce recurrence and enhance service standards.

The company treats complainants with respect and expects the same in return. Unreasonable behaviour which prevents a proper investigation may be managed in accordance with internal policies while ensuring the complaint can still be fairly considered. Where a complaint is upheld, corrective actions will be implemented and monitored to completion.

Appeals or requests for reconsideration are accepted where the complainant believes material information was overlooked or new evidence has emerged. Such requests must state the grounds for reconsideration and will be reviewed by a senior manager who was not directly involved in the original decision.

In summary, the Toms Removals complaint policy is built on prompt acknowledgement, proportionate investigation, clear communication, and documented outcomes. We encourage anyone with a concern about our moving services to pursue the internal complaints route so issues can be addressed and lessons learned. This procedure is designed to maintain trust in our operations and to ensure that the handling of complaints is consistent, fair and transparent.