Movers Earls Court Complaints Procedure
This Complaints Procedure explains how customers can raise concerns about services provided by Movers Earls Court, and how those concerns will be handled. It applies to all services supplied by our moving and relocation teams, including home moves, office moves, packing, loading, transport and storage related activities.
1. Our commitment to resolving complaints
Movers Earls Court is committed to providing a reliable and professional removals service. If something goes wrong, we want to know about it so we can put it right and improve our service. All complaints are treated seriously, handled in a timely manner, and kept confidential as far as reasonably possible.
We aim to:
Respond promptly to all complaints received, investigate them fairly and objectively, provide a clear explanation of our findings and any outcome, and learn from any mistakes to prevent similar issues in the future.
2. What is a complaint
A complaint is any expression of dissatisfaction, whether oral or written, about the standard of service provided by Movers Earls Court, the conduct of our staff or contractors, or the way in which we have carried out our removals work.
Examples include, but are not limited to:
Concerns about the quality or timing of packing, loading or delivery, issues relating to care of goods, damage or loss, or failure to follow agreed instructions, concerns about staff behaviour, courtesy or professionalism, and disputes about charges, quotations or invoicing.
3. How to make a complaint
You can raise a complaint in writing or verbally. To help us deal with your issue efficiently, please provide as much information as possible, including your full name, your service address and the date of your move, a clear description of your concerns, including what happened and when, details of any relevant documents such as estimates, inventories or invoices, and what outcome you are seeking, for example explanation, apology, rectification or compensation.
Complaints should be raised as soon as possible after the issue arises. This allows us to investigate while details are still fresh and evidence is easier to obtain.
4. Stages of the complaints process
4.1 Initial informal resolution
Where possible, we encourage you to raise your concern directly with the team on site or the coordinator who handled your booking. Many issues can be resolved quickly and informally at this stage, for example by clarifying information, correcting minor errors, or arranging a practical solution.
If the matter cannot be resolved informally or you prefer a formal review, it will be handled as a formal complaint.
4.2 Formal complaint
Once a formal complaint is received, it will be logged in our internal system and assigned to an appropriate manager for review. We aim to acknowledge formal complaints within a reasonable period of receiving them.
The manager will investigate the circumstances by reviewing documentation, contacting the staff involved, and, where appropriate, speaking with you to clarify details or request additional information.
We aim to complete our investigation and provide you with a written response within a reasonable timeframe. If for any reason we need longer, we will let you know and explain why.
5. Investigation and outcomes
During the investigation we will consider the information provided by you, our service records, inventory lists, delivery notes and any relevant photographs or reports, and statements from staff or contractors involved in the move.
Once the investigation is complete, we will provide a response outlining the main issues you raised, our findings based on the evidence, whether we uphold, partially uphold or do not uphold the complaint, and any steps we will take as a result.
Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology where appropriate, practical steps to remedy the issue where reasonably possible, a review of internal processes or training, and consideration of compensation in line with our terms and conditions and any applicable insurance cover.
6. Complaints about damage or loss
If your complaint relates to alleged damage or loss of items during a move, it is important that you notify us as soon as you become aware of the issue. Where possible, please keep the items and any packaging for inspection and provide photographs showing the damage, together with any supporting documents such as purchase receipts or valuations if available.
Claims relating to damage or loss will be handled in accordance with our standard terms and conditions and any relevant insurance arrangements. This may include assessment by a repairer, restorer, or an external assessor where appropriate.
7. Escalation of your complaint
If you are not satisfied with the outcome of your complaint at the first formal stage, you may ask for your complaint to be escalated for a further review by a more senior manager. Please explain why you are unhappy with the initial decision and what outcome you are seeking. The escalation review will focus on whether the complaint was handled fairly and whether the outcome was reasonable in light of the evidence.
After the escalation review, we will issue a final response explaining our position and any further actions we may take.
8. Behaviour and conduct during the process
We expect all parties to act courteously and respectfully throughout the complaints process. Aggressive, abusive or unreasonable behaviour towards our staff may lead to limitations on the way we communicate with you, while still ensuring that your complaint is fairly considered.
9. Recording and monitoring complaints
Movers Earls Court keeps records of complaints received, the investigations carried out, and their outcomes. We periodically review complaint trends to identify areas where our removals services can be improved, for example training needs, communication practices, handling procedures or service standards.
10. Updates to this Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or applicable industry standards. The most recent version will apply to all new complaints raised after the date of publication.
If you have any questions about this Complaints Procedure or how it applies to your situation, you may contact us using our usual contact details and request further information.
