Superman Complaints Procedure for Removals

Superman aims to provide a professional and reliable removals service on every move. However, we recognise that sometimes things do not go as planned. This complaints procedure explains how you can raise a concern, how we will handle it, and the standards you can expect from us throughout the process.

Our Commitment to You

We are committed to dealing with all complaints fairly, consistently and promptly. We see feedback as an opportunity to improve our removal services, from initial quotation and packing through to transportation, delivery and any storage arrangements. Every complaint is taken seriously and will be handled with respect and confidentiality.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal services or the way we have handled a previous issue. This may include concerns about the conduct of our team, the care taken with your belongings, timekeeping, communication, administration, billing, or any aspect of the moving process.

You do not have to use specific language or formal wording. If you tell us that you are unhappy and would like us to investigate, it will be treated as a complaint.

How to Raise a Complaint

You can make a complaint in writing to our office or by speaking to a member of the team who will record the details on your behalf. Providing written details can help us review matters thoroughly. Please include:

Your full name
Your postal address
Any relevant reference such as your move date or job number
A clear description of what has gone wrong
When the issue occurred
What outcome you are seeking, where applicable

If you cannot provide all of this information, we will still investigate based on the details available.

Stage One: Frontline Resolution

Where possible, we aim to resolve complaints quickly at the first point of contact. A member of our customer service or removals team will listen to your concerns, gather initial information and try to put things right without delay. This may include arranging a follow-up visit, clarifying information about your booking or taking immediate corrective action where appropriate.

At this stage, we will:

Acknowledge your concerns
Clarify the details of the issue
Explain what we can do straight away
Confirm any agreed actions

If your complaint is resolved to your satisfaction at this point, the matter will be recorded and closed. If you remain unhappy, or the issue is more complex, the complaint will move to Stage Two.

Stage Two: Formal Investigation

For complaints that cannot be resolved informally, we will carry out a formal investigation. A manager or appointed senior member of staff, who has not been directly involved in the issue, will review your case.

During the investigation we may:

Review your booking details and any written correspondence
Speak to the staff involved in your removal
Examine any relevant paperwork, photos or reports
Inspect any reported damage where possible

We will provide a written response setting out our findings, the reasons for our decision and any proposed resolution. This may include an apology, corrective action, service improvements or, where appropriate and in line with our terms, a financial settlement.

Timeframes for Responses

We aim to acknowledge all complaints within a reasonable period of receiving them. The acknowledgement will confirm that we are looking into the matter and may request any further information needed.

We will aim to complete our investigation and send a full response within a fair and practical timescale, taking into account the complexity of the complaint. If we cannot respond within this period, we will let you know, explain the reason for the delay and give an updated target date for our full reply.

Escalation if You Remain Dissatisfied

If you are not satisfied with the outcome of the formal investigation, you may ask for the decision to be reviewed. A more senior manager will reconsider the details of your complaint, the investigation process and the response provided. They may uphold the original decision, change the outcome, or request further enquiries.

We will provide a final written response after this review, explaining the conclusions reached and our reasons. This will mark the end of our internal complaints procedure.

Your Responsibilities When Making a Complaint

To help us resolve your complaint efficiently, please provide information that is accurate, complete and timely. Keep any relevant documents, photographs or notes relating to your move and share them with us as soon as you can. We ask that communication is kept respectful so that our team can focus on addressing your concerns constructively.

How We Use Complaints to Improve

Superman regularly reviews complaints data to identify any recurring issues and trends. Insights from complaints are used to improve our removal processes, staff training, customer communication and quality controls. Our goal is to minimise the risk of similar issues happening again and to continually enhance the service you receive.

Confidentiality and Data Protection

All complaints are handled in line with our data protection obligations. Information you provide will only be shared internally with those who need it to investigate and respond to your complaint. We retain complaint records for an appropriate period so that we can monitor performance and meet regulatory or insurance requirements.

Review of This Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective for customers who use our removal services. Updates may be made to reflect changes in best practice, industry standards or legal requirements. The most current version will always be applied to any complaint received.

We appreciate you taking the time to tell us when our service does not meet your expectations. Your feedback helps us put things right and improve the experience for every customer who trusts Superman with their move.