Complaints Procedure
Richmond upon Thames Movers Formal Complaints Procedure
This complaints procedure explains how Richmond upon Thames Movers manages and responds to concerns raised about our removals and related services. It is designed to be clear, fair, and accessible for all customers using our home or office moving services in the local area.
Purpose of This Complaints Procedure
The aim of this procedure is to provide a straightforward route for customers to raise any dissatisfaction with our services and to ensure that all complaints are handled promptly, consistently, and transparently. We use feedback to improve the quality, safety, and reliability of our moving services, including packing, loading, transport, storage handling, and delivery.
What Is a Complaint
A complaint is any expression of dissatisfaction about the standard, quality, or delivery of our services that requires a formal response. This may include, but is not limited to:
Concerns about the conduct, attitude, or professionalism of our move teams or office staff. Issues related to punctuality, communication, or adherence to agreed arrangements. Disputes about charges, quotations, or changes to the agreed scope of work. Concerns about handling of belongings, loss, or damage to items during a move. Dissatisfaction with how a previous query or concern has been handled.
We encourage customers to raise issues as soon as possible so that they can be addressed quickly and effectively.
Who Can Make a Complaint
A complaint may be made by any customer who has used, or has arranged to use, our removals or related services. A complaint can also be made on behalf of a customer, with their knowledge and consent, by a representative such as a family member or colleague.
Informal Resolution
Many concerns can be resolved quickly at the time they arise. If you experience a problem during your move or while planning it, we encourage you to speak directly with the team leader on site or to our office as soon as possible. Informal resolution may include clarification of information, a prompt correction of an error, or an explanation of what has happened and why.
If you are not satisfied with the outcome of an informal discussion, or if the matter is more serious or complex, you may use the formal complaints process described below.
How to Make a Formal Complaint
To ensure we can investigate thoroughly and respond appropriately, complaints should be made in writing. When making a complaint, please provide:
Your full name and, if relevant, the name of the person on whose behalf you are complaining. The date and address of the move or planned move. A clear description of the issue, including dates, times, and any relevant details. Any supporting information you feel is important, such as photographs, inventory notes, or correspondence. Your preferred method of contact and times when you are available.
Written complaints can be sent to our office address or submitted through our online contact channels as applicable. Please mark your communication clearly as a complaint so it can be directed to the appropriate person.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will acknowledge it in writing. The acknowledgement will confirm that we have received your complaint, outline the next steps, and indicate an expected timescale for our full response. We will aim to provide this acknowledgement within a reasonable period of time from receipt.
Investigation Process
Your complaint will be allocated to a member of our management team who is responsible for investigating the matter fairly and impartially. The investigation may include:
Reviewing booking records, job sheets, and related documentation. Speaking with the staff members and crew involved in your move. Considering any photographs, inventories, or written evidence. Assessing whether our policies, procedures, or service standards were followed.
During the investigation, we may contact you to seek further information or clarification. This helps us to understand the circumstances fully and to consider the matter from all perspectives.
Our Response and Outcomes
Once the investigation is complete, we will provide a written response. This will normally include:
A summary of your complaint. An outline of the steps we took to investigate. Our findings and conclusions. Any actions we will take to put things right where appropriate. Any measures we intend to implement to prevent a similar issue arising again.
Where your complaint is upheld in full or in part, possible outcomes may include an apology, corrective action, a goodwill gesture, or other appropriate remedial steps. If we do not uphold your complaint, we will explain our reasons clearly.
Timescales
We aim to resolve complaints as promptly as possible. In many cases, a full response can be provided within a reasonable timescale from the date of acknowledgement. If the matter is complex or requires more detailed investigation, we will keep you updated on progress and provide revised time estimates where necessary.
Escalation of Your Complaint
If you are not satisfied with our final response, you may request that your complaint is reviewed by a more senior member of our management team. When asking for escalation, please explain which parts of our response you remain unhappy with and what outcome you are seeking. We will then review the handling of your complaint and inform you of our conclusions.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with those who need it to investigate and respond to your concerns. We handle personal data in accordance with applicable data protection requirements and retain complaint records only for as long as is necessary for legal, regulatory, and quality assurance purposes.
Using Feedback to Improve Our Service
We value all feedback from our customers across the areas we serve. Complaints help us identify where our removals, packing, and storage handling services can be improved. We review complaint trends regularly and may update staff training, operational procedures, or customer information materials in response to issues raised through this process.
Availability of This Procedure
This complaints procedure is available to all customers and prospective customers of Richmond upon Thames Movers. Copies can be requested from our office. If you require this information in an alternative format, or need assistance to make a complaint, please let us know and we will do our best to help.
