Complaints Procedure
Movers Roehampton Complaints Procedure
This Complaints Procedure explains how Movers Roehampton manages and resolves complaints about our removal and related services. Our aim is to handle every concern fairly, transparently and as quickly as possible, helping us maintain high standards across all moves we carry out.
Purpose and Scope
This procedure applies to all customers who use Movers Roehampton for home or office removals, packing, storage coordination or associated services. It covers complaints relating to the quality of service, conduct of our staff, loss or damage to goods, delays, administration errors and any other aspect of your experience with us.
We treat all complaints seriously and use the information to improve our services, staff training and internal processes.
What We Class As A Complaint
A complaint is any expression of dissatisfaction about the services provided by Movers Roehampton, whether it is made verbally or in writing, where a response or resolution is expected. This includes situations where you feel:
The removal service fell below the standard you reasonably expected. Our staff behaved in an unprofessional or discourteous way. Your belongings were damaged or lost during the move. There were delays or scheduling issues that were not managed properly. You were given information you believe was inaccurate or unclear. Any other aspect of our service caused you concern or inconvenience.
How To Raise A Complaint
You can raise a complaint verbally or in writing. Where possible, we encourage you to contact us in writing so we can keep a clear record of all details. Please include the following information to help us investigate properly:
Your full name and, if applicable, the name of the person who booked the move. The service date and any reference number we provided. A clear description of what went wrong and when it happened. The names of any staff members involved, if known. Details of any loss, damage or additional costs you believe you have incurred. Any supporting information you feel is relevant, such as photographs or inventories.
If your complaint is initially made by phone or in person, we may ask you to confirm it in writing so that we have an accurate and complete record.
Our Complaints Handling Stages
We aim to deal with complaints in a structured and professional way. Our process normally follows three stages.
Stage One: Initial Review
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. During this stage, a member of our team will review the details and, where necessary, contact you to clarify any points. Minor issues may be resolved at this stage if a quick and fair solution is available.
Stage Two: Investigation
If your complaint cannot be resolved immediately, it will be passed to a senior member of staff for investigation. This may involve:
Reviewing your booking details, inventory and any relevant documentation. Speaking to the crew or staff members involved. Assessing any evidence you have provided, such as photographs or condition reports. Comparing events against our internal procedures and standards.
We aim to complete this investigation and provide a written response within a reasonable period. If we need longer due to complexity or availability of information, we will let you know and keep you updated.
Stage Three: Final Response And Outcomes
After the investigation, we will send you a final response explaining:
Our understanding of the complaint and the facts considered. Whether your complaint has been upheld in full, in part, or not upheld. Any apology, explanation or corrective actions we are taking. Any offer of remedy, where appropriate, which might include repair, replacement, a goodwill gesture or other solution.
We aim to make our final response clear and easy to understand, setting out how we reached our decision.
Timeframes For Handling Complaints
We aim to acknowledge complaints promptly and resolve them as soon as reasonably possible. Timescales may vary depending on the complexity of the issue, the availability of staff and how quickly we can gather the necessary information. If there are delays, we will keep you informed of progress and provide an estimated timescale for a final response.
Your Responsibilities When Submitting A Complaint
To help us investigate efficiently and fairly, we ask that you:
Provide clear, accurate and complete information about your complaint. Submit your complaint as soon as reasonably possible after the event. Respond to any requests for further details in a timely manner. Treat our staff with respect and allow us a fair opportunity to resolve the issue.
We reserve the right to end communication if a complainant acts in an abusive or threatening manner towards our staff.
Confidentiality And Data Protection
All complaints are handled in confidence. Information will only be shared with staff who need it to investigate and resolve the issue, or as required by law. Any personal data we process in connection with your complaint will be handled in line with our data protection obligations.
Learning From Complaints
Movers Roehampton views complaints as an opportunity to learn and improve. We regularly review complaints to identify recurring issues, trends or areas where training, procedures or communication can be strengthened. Where appropriate, we will adjust our practices to prevent similar problems from happening again.
Alternative Steps If You Are Not Satisfied
If you are unhappy with our final response, you may request that your concerns be reviewed again internally, where possible by a different senior member of staff. We will consider any new information you provide and advise you of the outcome.
This Complaints Procedure is designed to provide a clear, fair and accessible route for raising and resolving concerns about our removals and related services. By following this process, we aim to address issues promptly and maintain the level of service that customers expect from Movers Roehampton.
