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Customer Complaint & Claims Policy

SSS Removals Ltd – Customer Complaint & Claims Policy (Domestic Removals, Commercial Removals, Packing & Storage Services)

Effective Date: 01/01/2026

 

  1. Purpose and Scope

 

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

This policy explains:

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

  • How we investigate and resolve 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.

  1. How to Submit a Complaint or Claim

 

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

All complaints and claims must be submitted in writing to:

📧 info@sssremovals.co.uk

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

Verbal complaints made to Crew members or via phone are not considered formal complaints.

 

 

  1. What to Include

 

To help us investigate effectively, 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)

  1. If Making a Damage or Loss Claim

 

If you are submitting a damage or loss claim, please also:

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

  • Complete our Customer Claims Form (available on request)

  • Provide photographic evidence of the item(s)

  • Provide item details (type, age, condition, value)

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

Important:
Claims for customer‑packed items will not be accepted. Boxes must be strong, sealed, cushioned, and labelled.

  1. Our Complaint & Claims Process

 

Step 1: Acknowledgment

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

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 damage/loss claims, this may involve reviewing:

  • Driver logs

  • Inventory lists

  • Photographs

  • Crew statements

  • Access conditions

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 an estimated resolution timeframe.

  1. Dissatisfaction & Completed Service

 

6.1 Dissatisfaction Alone Does Not Entitle the Customer to a Refund

 

Dissatisfaction with the service, without evidence of a breach of contract, does not entitle the Customer to a refund, discount, or waiver of charges.
Complaints relating to service quality will be reviewed through our internal procedure, and any goodwill gesture offered is at the sole discretion of SSS Removals Ltd.

 

6.2 Completed Service – No Automatic Refunds

 

Once the service has been completed, the Customer is not entitled to a full refund unless:

  • A significant breach of contract is proven,

  • The breach is directly attributable to SSS Removals Ltd, and

  • The Customer has provided evidence within the required timeframes.

Minor dissatisfaction, delays caused by external factors, or issues arising from access, packing, or circumstances outside our control do not constitute grounds for a full refund.

 

6.3 Legal Basis

 

This clause is supported by the following principles of UK consumer law:

  • Under the Consumer Rights Act 2015, customers are entitled to services carried out with reasonable care and skill — not perfection.

  • Refunds are only required where a service is not performed with reasonable care and skill and the trader fails to remedy the issue.

  • Where the service has been completed and reasonable care has been exercised, the customer is not entitled to a full refund.

These principles protect businesses from unreasonable refund demands once a service has been delivered.

  1. 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., Citizens Advice, Trading Standards, or a solicitor)

  1. Limitations of Liability

 

Our liability is limited to the terms set out in our full Terms & Conditions, including:

We are not liable for:

  • Customer‑packed items

  • Mechanical or electrical faults without visible external damage

  • Pre‑existing damage

  • Damage caused by inadequate access or unsafe conditions

  • Damage discovered after the 48‑hour reporting window

  • Delays caused by traffic, weather, breakdowns, illness, or events outside our control

Our standard liability limit is £40 per item, unless a higher value is declared and additional insurance is arranged.

  1. Third‑Party Complaints & Chargebacks

 

  • Complaints raised through third parties (e.g., PayPal, banks, credit card providers) do not replace our internal complaints procedure

  • Customers must follow our internal process before escalating externally

  • Any chargeback raised without following our procedure will be treated as non‑payment and pursued through the appropriate legal channels

11. Our Commitments to You

We commit to:

  • Handling all complaints confidentially and with integrity

  • Treating every customer fairly and respectfully

  • Investigating all complaints thoroughly

  • Using complaint data to improve staff training, procedures, and services

  • Complying with all relevant consumer protection laws, including:

    • Consumer Rights Act 2015

    • Consumer Contracts Regulations 2013

12. Retention and Follow‑Up

All complaints and claims are logged and retained for a minimum of 12 months.
Where appropriate, we may follow up post‑resolution to ensure satisfaction.

Thank You

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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