Complaints Procedure for Moving and Removal Services
We are committed to providing a reliable and professional moving service. If something goes wrong, we want to know about it so we can put things right and improve our service. This complaints procedure explains how you can raise a concern, what we will do, and the standards you can expect from us.
Purpose of this Complaints Procedure
This procedure is designed to give all moving customers a clear and fair process for raising complaints about our services. It applies to all aspects of our removal work, including surveys, quotations, packing, loading, transport, storage, delivery, and aftercare. Our goal is to resolve issues as quickly and informally as possible, while keeping you fully informed.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our moving services, whether it is justified or not. This can include, for example:
Issues with the quality of our packing or handling of your belongings, delays in collection or delivery, damage or loss of items during the move, behaviour or conduct of our staff, errors in documentation or invoicing, or concerns about how we have communicated with you before, during or after your move.
If you are unsure whether your concern is a complaint, please raise it with us and we will guide you through the process.
How to Make a Complaint
You can make a complaint in writing. Written complaints help us to keep an accurate record and ensure that we fully understand your concerns. When submitting your complaint, please include:
Your full name, your full postal address, reference or job number if available, the date of your move or proposed move, a clear description of what went wrong, including dates and times if possible, details of any damage, loss, or additional costs, and what outcome you are seeking, such as an explanation, apology, corrective action, or compensation.
Please send your complaint to our office using the contact details provided to you in your quotation or booking confirmation documents.
Time Limits for Making a Complaint
To help us investigate effectively, we ask that you raise any complaint as soon as possible. In the case of damage or loss to items, you should notify us in writing as soon as you discover the issue. We may not be able to properly investigate or consider claims made after a significant delay, particularly if supporting evidence is no longer available.
Our Complaint Handling Stages
We aim to deal with all complaints promptly, fairly, and consistently. Our complaint handling process usually follows these stages.
Stage 1: Acknowledgement
Once we receive your written complaint, we will acknowledge it in writing. We will usually do this within a short and reasonable period. Our acknowledgement will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for our investigation.
Stage 2: Investigation
Your complaint will be assigned to a manager or senior member of staff who is responsible for reviewing the matter. They may contact you for more information or to clarify certain details. As part of our investigation, we may review job records, inventory lists, delivery notes, photographs, staff statements, and any other relevant documentation.
We aim to complete our investigation within a reasonable timeframe. If we need more time, we will explain why and let you know when you can expect a full response.
Stage 3: Response and Outcome
Once our investigation is complete, we will provide you with a written response that sets out our findings, states whether your complaint has been upheld in full, in part, or not upheld, explains any factors that have influenced our decision, and confirms any actions we will take.
Depending on the circumstances, outcomes may include an explanation or clarification, an apology, corrective action such as staff training or changes to our procedures, repair or replacement of damaged items where appropriate, or financial settlement in line with our terms and conditions and any applicable insurance or liability cover.
If You Are Not Satisfied With the Outcome
If you are unhappy with our response, you may ask for your complaint to be reviewed. A different senior staff member will reconsider the complaint, the investigation, and the outcome. You may be asked to provide any additional information you believe is relevant. We will then issue a final written decision.
Once our internal process has been completed, any further dispute resolution options will depend on the terms of your contract and any external schemes or bodies that may apply to your move. Details of these options, if available, will be explained in our final response.
Complaints Involving Loss or Damage
Complaints about loss or damage to your goods will also be considered in line with the terms and conditions of your moving contract and any insurance policy that applies. You may be asked to supply photographs, receipts, or other evidence to support your claim. We may appoint an assessor or request further details to properly evaluate the nature and extent of any damage or loss.
Confidentiality and Data Protection
All complaints are handled confidentially and in accordance with our data protection obligations. Information you provide will only be shared with staff or third parties where it is necessary to investigate and resolve your complaint, meet legal or regulatory requirements, or manage our business operations responsibly.
Our Commitment to Continuous Improvement
We use feedback and complaints to improve the way we deliver our moving and removal services. Trends and recurring issues are monitored so we can identify areas for improvement, update staff training, review our procedures, and help prevent similar issues from arising in the future. By raising concerns with us, you are helping us to maintain and enhance the quality of the service we provide to all customers.
