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Customer Complaint & Claims Policy

SSS Removals Ltd – Customer Complaint & Claims Policy

 

1. Purpose and Scope

At SSS Removals Ltd, we are committed to delivering a professional, timely, and careful removals service. We take complaints seriously and use them to continually improve our operations. This policy explains:

  • How to raise a general complaint or damage/loss claim

  • How we investigate and resolve such concerns

  • How you can escalate unresolved matters

This policy applies to all services provided by SSS Removals Ltd, including packing, moving, storage, and transport.

 

2. Definitions

  • Complaint: Any expression of dissatisfaction with a service received.

  • Claim: A formal request for compensation due to damage, loss, or service failure.

 

3. How to Submit a Complaint or Claim

If you're dissatisfied with our service or believe that your property has been damaged or lost during a move, please contact us promptly.

You may submit your complaint or claim via:

We strongly recommend sending all supporting documents (photos, receipts, quotes, or inventory if relevant) via email or post for traceability.

 

4. What to Include

Please provide:

  • Your full name and contact details

  • Your move date and reference number (if available)

  • A clear description of your complaint or issue

  • Any supporting evidence (e.g. photographs, delivery notes, inventory lists)

 

5. If Making a Damage or Loss Claim

If you're making a damage or loss claim, please also:

  • Submit your claim in writing within 48 hours of the move completion or delivery

  • Complete our Customer Claims Form, available on request or via email

  • Provide photographic evidence and item details (type, age, condition, value)

Claims received after 48 hours may not be accepted, in line with our Terms & Conditions Of Service

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6. Our Complaint & Claims Process

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Step 1: Acknowledgment

​We will confirm receipt of your complaint or claim within 2 working days.

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Step 2: Investigation​

  • A trained manager will review all details and may request further information.

  • We may contact you to discuss the issue or verify evidence.

For loss/damage claims, this may involve reviewing driver logs, inventory, or photos.

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Step 3: Response​

  • We aim to provide a full written response within 10 working days.

  • If a longer investigation is required, we will provide updates and estimated resolution timeframes.​

 

7. Escalation Process

If you are not satisfied with the outcome:

  • You may request a formal review by a senior manager.

  • If still unresolved, you may contact a recognised alternative dispute resolution (ADR) scheme or seek independent advice (e.g. from Citizens Advice, Trading Standards, or a solicitor)

 

.​8. Our Commitments to You

  • We handle all complaints confidentially and with integrity

  • We treat every customer fairly and respectfully

  • We use complaint data to improve our staff training, procedures, and services

We comply with all relevant consumer protection laws, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013

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9. Retention and Follow-Up

  • All complaints and claims are logged and retained for a minimum of 12 months.

  • Where appropriate, we may follow up with you post-resolution to ensure satisfaction.

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Thank you for giving us the opportunity to put things right.
We value your feedback and your trust in SSS Removals Ltd.

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