Complaints Procedure
Movers Stockwell Complaints Procedure
This complaints procedure explains how to raise a concern about any aspect of our moving or storage services and how we will respond. Our aim is to provide a clear, fair and timely process so that issues are resolved as quickly and constructively as possible.
Our Commitment To You
Movers Stockwell is committed to delivering a reliable and professional removals service. If something goes wrong, we want to know about it. Complaints are treated seriously, handled with respect, and used as an opportunity to improve our services across all areas we operate in.
You will always be treated courteously and your complaint will be investigated thoroughly and impartially. We will keep you informed at each stage and aim to reach a fair outcome based on the facts available.
What This Procedure Covers
This procedure applies to complaints relating to our home removals, office moves, packing, loading and unloading, transportation, storage, and any associated customer service. It covers concerns such as service quality, delays, conduct of staff, handling of belongings, documentation, and billing issues.
This procedure does not cover employment disputes, recruitment matters or complaints about third parties not acting on our behalf. Those issues are managed under separate internal processes.
Making A Complaint
If you are dissatisfied with any aspect of our removals service, please tell us as soon as possible so we can put things right. Where possible, raise the issue with the team on site or your usual office contact in the first instance, as many concerns can be resolved quickly and informally.
If the issue cannot be resolved informally or you prefer a formal process, you can make a formal complaint by writing to us. In your complaint, please provide:
• Your full name and the address where the service was provided
• The date of your move or storage service
• A clear description of what went wrong and when it happened
• Any relevant reference numbers or job details you have
• Copies of any supporting documents you wish us to consider
• What outcome or resolution you are seeking
Providing detailed information helps us investigate more efficiently and respond accurately.
Stage One: Initial Review And Response
Once we receive your complaint, we will acknowledge it in writing within a reasonable time, usually within five working days. The acknowledgement will confirm that we have received your complaint and outline the next steps.
Your complaint will be assigned to an appropriate member of our management team who was not directly involved in the issue. They will review your complaint, contact any staff involved, gather relevant records and, if necessary, ask you for further information or clarification.
We aim to provide a full written response within 14 working days of acknowledging your complaint. If we are unable to respond within this timescale, for example because further investigation is required, we will let you know and provide an updated timeframe.
Stage Two: Further Review
If you are not satisfied with the stage one outcome, you may request a further review. When doing so, please explain why you remain dissatisfied and what you believe has not been properly addressed.
A more senior manager will then review the handling of your complaint and the decision made at stage one. They may re-examine documents, speak to additional staff, and ask you for any further information that may assist in reaching a fair conclusion.
We will aim to provide a written stage two response within 14 working days of receiving your request for review. This response will set out our final position, the reasons for our decision, and any actions we will take to resolve the issue where appropriate.
Time Limits For Making A Complaint
We encourage you to raise any concerns as soon as possible after the event so that facts can be accurately established and evidence remains available. As a general guide, complaints should usually be made within three months of the service taking place.
We may still consider complaints made after this period where there is a good reason for the delay and it is still possible to investigate fairly, but we cannot guarantee that a full investigation will be feasible in every case.
How We Investigate Complaints
Our approach to investigating complaints is based on fairness, thoroughness and confidentiality. We will:
• Listen carefully to your account of what happened
• Review service records, booking details and any relevant internal notes
• Speak to team members involved in delivering your move
• Consider any photographs, inventories or documentation supplied
• Assess whether our service met our own standards and reasonable expectations
All information provided is handled sensitively and shared only with staff who need it to investigate and respond to your complaint.
Possible Outcomes And Remedies
Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:
• An explanation or clarification where there has been a misunderstanding
• An apology where our service has fallen below our standards
• Practical steps to put things right where this is possible
• A goodwill gesture, where appropriate
• Changes to our processes, training or communication to prevent similar issues
Any remedy offered will be proportionate to the issue identified and consistent with our terms and conditions and any applicable laws or regulations.
Recording And Using Complaints
All formal complaints are logged and recorded. We review complaint data regularly to identify patterns and opportunities to improve our removal and storage services. This helps us maintain high standards for customers throughout our service areas and supports ongoing staff training and development.
Confidentiality And Data Protection
Your complaint will be handled in confidence and in line with data protection requirements. Information you provide will be used only for the purpose of investigating and responding to your complaint, and for monitoring and improving our services.
Accessibility Of This Procedure
We want our complaints procedure to be accessible to all customers. If you need this information in an alternative format or need help setting out your complaint, please let us know and we will do our best to assist.
By setting out this clear complaints procedure, Movers Stockwell aims to give every customer confidence that concerns will be listened to, investigated properly and resolved wherever possible in a fair and timely manner.
