Movers Islington Complaints Procedure
Movers Islington is committed to providing a professional, reliable and fair removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Purpose and Scope of This Procedure
This procedure applies to all customers who have used, or attempted to use, our removal, packing, storage, or related services. It covers complaints about the standard of service provided, the conduct of our staff or contractors, handling of goods, communication before, during and after a move, and any billing or administrative issues relating to our services.
This Complaints Procedure does not cover disputes that are already being dealt with by a court or an alternative dispute resolution provider, or matters that fall outside our reasonable control such as extreme weather, road closures or other external events that directly affect the delivery of services.
What We Aim to Achieve
Our aim is to resolve complaints quickly, fairly and consistently. When you raise a complaint, we will:
Listen to your concerns carefully and treat your complaint with seriousness and respect; Acknowledge and record your complaint; Investigate the issues you have raised; Provide a clear explanation and, where appropriate, an apology; Take reasonable steps to put things right; Learn from the outcome to improve our removals and storage services.
How to Make a Complaint
You can make a complaint in writing or verbally. While we will accept complaints in any reasonable format, we encourage you to submit your complaint in writing wherever possible, as this helps to ensure that all details are clear and accurately recorded. You may send your written complaint to our office address or use any contact form provided on our official channels.
When making a complaint, please provide as much relevant information as you can, including:
Your full name; The date and location of your move or planned move; Any reference number or booking details you have; A clear description of what went wrong and how it has affected you; Any supporting information, such as photographs of damage, inventory lists, or copies of estimates and invoices; Details of any conversations you have already had with our team about the issue.
Stage One: Initial Response
Once we receive your complaint, we will log it in our internal system. We will acknowledge your complaint within a reasonable time frame, usually within five working days of receiving it. In our acknowledgement, we will confirm that we are investigating your concerns and may request any additional information we need in order to proceed.
For straightforward issues, we will aim to provide a full response at this stage. Where we can resolve your complaint quickly, we will explain what went wrong, what we have done to correct the situation, and any steps we will take to prevent a recurrence.
Stage Two: Detailed Investigation
If your complaint is more complex, or if you are not satisfied with the initial response, your complaint will move to a more detailed investigation stage. A senior member of our team, who was not directly involved in the original issue, will review all relevant information, including:
The original booking details and correspondence; Any photographs, inventory records or delivery documents; Statements from the staff or contractors involved; Relevant internal policies and procedures relating to removal and storage services.
We will aim to complete this investigation and provide a written response within 20 working days of acknowledging your complaint. If we are unable to meet this timeframe, we will let you know and provide an updated timescale along with the reason for the delay.
Our Response and Possible Outcomes
At the conclusion of our investigation, we will provide a clear, written outcome. This will include:
A summary of your complaint and the issues considered; The findings of our investigation; Our decision on whether your complaint is upheld in full, in part, or not upheld; An explanation of the reasons for our decision; Any actions we will take to resolve the matter.
Depending on the circumstances, possible outcomes may include an apology, a corrective action in relation to the service, a goodwill gesture, or other resolution that we consider reasonable and proportionate. Any remedial action will be decided in line with our terms and conditions and relevant law.
Escalation if You Remain Dissatisfied
If you are not satisfied with our final response, you may ask for a further internal review. In this case, a different senior member of our team will re-examine your complaint, the investigation carried out, and the outcome reached. They may contact you to clarify any details or to obtain additional information.
After this review, we will provide a final position statement. This will set out whether the previous decision is upheld or amended and will confirm that this is our final internal stage. At that point, if you remain unhappy, you may wish to seek independent advice regarding your options.
Time Limits for Making a Complaint
To enable us to investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the issue occurs and, in any event, within six months of the date of your move or the event giving rise to the complaint. Complaints raised after this period may be more difficult to investigate fully, and this may affect the outcome.
Our Commitment to Fairness and Privacy
All complaints will be handled confidentially and in accordance with applicable data protection laws. Information you provide will be used only for the purposes of investigating and resolving your complaint and for improving our services. We will treat you with courtesy and respect at all times and ask that you do the same for our staff.
Continuous Improvement
Feedback from customers, including complaints, is an important source of learning for Movers Islington. We review complaint trends regularly to identify areas where our removal and storage services can be improved. This may lead to changes in staff training, operational procedures, communication methods or other aspects of our work. By following this Complaints Procedure, we aim not only to resolve individual issues but also to continuously develop a safer, more efficient and more reliable moving service.
