Complaints Procedure
Ealing Movers Complaints Procedure
This Complaints Procedure explains how Ealing Movers handles concerns and complaints about our removal and related services. We are committed to resolving issues fairly, promptly and transparently, and to using all feedback to improve our home and office moving services.
Our Commitment to Resolving Complaints
Ealing Movers aims to provide a professional and reliable removals service at all times. If something goes wrong, we want to know about it so we can put matters right where possible and prevent similar issues from happening again. All complaints are taken seriously and are handled in a confidential and respectful manner.
We aim to:
• Make it easy for customers to raise concerns
• Acknowledge complaints promptly
• Investigate issues thoroughly and impartially
• Provide clear explanations and outcomes
• Offer appropriate remedies where due
• Learn from every complaint to improve our service
What This Procedure Covers
This procedure applies to complaints from residential and commercial customers about any aspect of our services, including but not limited to:
• Local and long-distance moves
• Packing and unpacking services
• Loading, transport and unloading of goods
• Storage services where applicable
• Conduct and behaviour of our staff or contractors
• Customer service, scheduling and communication
• Charges, quotations and billing
This procedure does not cover issues arising from circumstances outside our reasonable control, or matters that are being dealt with by an insurance company or other legal process. However, we will still provide information and support where we can.
How to Make a Complaint
If you are unhappy with any part of our service, you can raise your complaint in writing. Written complaints help ensure that we capture all relevant details and can investigate accurately. Please include the following information where possible:
• Your full name and postal address
• Any relevant reference, such as your move date and collection or delivery address
• A clear description of what happened and when
• Details of any staff you dealt with, if known
• What outcome or resolution you are seeking
• Copies of any supporting documents, such as quotes, inventories, photographs or correspondence
You should make your complaint as soon as reasonably possible after the issue arises. Complaints submitted long after the event may be harder to investigate fully, especially where staff or circumstances have changed, but we will still review what information is available.
How We Handle Your Complaint
Once we receive your complaint, we will follow these stages:
Acknowledgement
We will acknowledge receipt of your complaint within five working days. In our acknowledgement we will confirm that we have received your complaint, explain the next steps and, where possible, provide an estimated timescale for our response.
Investigation
Your complaint will be assigned to an appropriate manager who is independent of the day-to-day handling of your move where practicable. The manager will:
• Review your written complaint and any supporting documents
• Check relevant records such as quotes, job sheets and inventories
• Obtain statements from staff members involved, if applicable
• Consider any applicable terms and conditions agreed before the move
• Assess whether our service met the standards we set for ourselves
During the investigation, we may contact you if we need further information or clarification. Providing clear responses to these requests helps us to reach a fair conclusion.
Response and Outcome
We aim to provide a full written response within twenty working days of acknowledging your complaint. If, due to complexity or availability of information, we require more time, we will inform you and provide an updated timescale.
Our response will explain:
• The main issues you raised
• The steps we took to investigate
• Our findings and conclusions
• Whether the complaint is upheld in full, in part, or not upheld
• Any actions we will take as a result
Where appropriate, remedies may include an explanation or apology, taking corrective action for future service, rectifying an issue where feasible, or considering financial redress in line with our terms and conditions and any applicable insurance arrangements.
If You Are Not Satisfied
If you are unhappy with the outcome of our investigation, you can request a review of the decision. Your request for a review should set out the reasons why you disagree with our findings or outcome and highlight any information you believe has not been considered.
Upon receiving a request for review, a senior manager who was not directly involved in the original investigation will reassess the complaint, the evidence and the original outcome. A final written response will then be provided, normally within twenty working days of the review request. This will represent our final position on the matter.
Confidentiality and Data Protection
All complaints are handled in confidence and in accordance with applicable data protection legislation. Information is only shared with those who need it to investigate and resolve the complaint. We retain complaint records for an appropriate period in order to monitor service quality and comply with our legal obligations.
Using Complaints to Improve Our Service
Ealing Movers views complaints and feedback as a valuable source of information about how our moving and storage services are experienced by customers in our service area. We regularly review complaint records to identify patterns, recurring issues and opportunities for staff training and service improvement.
By following this Complaints Procedure, we aim not only to resolve individual concerns but also to maintain and enhance the quality, safety and reliability of our removals services for all customers.
