Movers Marylebone Complaints Procedure
Movers Marylebone is committed to providing a reliable, professional and courteous removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can resolve the issue promptly and improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for dealing with any dissatisfaction related to our services. This includes domestic removals, office moves, packing, storage and any related activities we carry out. Our aims are to ensure that complaints are handled consistently, investigated thoroughly and resolved wherever possible to the satisfaction of all parties.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether it is justified or not. This may include issues such as delays or missed appointments, damage to property or belongings, conduct or attitude of our staff or contractors, quality of packing or loading, errors in documentation or billing, or any other aspect of our removals and storage services that you feel has fallen below an acceptable standard.
Raising a Complaint
You should raise your complaint as soon as possible after the issue arises. This helps us to investigate while events are still recent and information is readily available. You can submit a complaint in writing or verbally. When you contact us, please provide your full name, moving date, collection and delivery addresses, booking reference if available, a clear description of what went wrong, and any supporting details such as photographs, inventory notes or correspondence.
If you raise a concern on the day of your move, please bring it to the attention of the team leader on site in the first instance. Many issues can be resolved immediately through discussion. If you are not satisfied with the on-site resolution, or if the issue only becomes apparent after the move, you should use the formal complaints process set out below.
Our Complaints Handling Stages
Stage One: Initial Review
Once we receive your complaint, we will log it in our internal system and acknowledge receipt. We will then carry out an initial review, which may include speaking to the crew involved, checking schedules and documentation, and reviewing any photographs or evidence you have provided. Our aim at this stage is to understand what has happened and to identify whether an immediate solution is possible.
Where we can resolve the matter quickly, we will explain what we propose to do and seek your agreement. If the issue is more complex, we will move to a more detailed investigation.
Stage Two: Detailed Investigation
For complaints that cannot be resolved at the first stage, a manager will undertake a more thorough investigation. This may involve interviewing staff involved in the move, reviewing vehicle logs and route information, checking insurance details and examining our internal policies to confirm whether the correct procedures were followed.
During this stage we may contact you to request further information or clarification. Providing prompt and complete information will help us to reach a fair conclusion more quickly. We will keep a record of the steps taken and the information gathered as part of our investigation.
Stage Three: Outcome and Resolution
When our investigation is complete, we will inform you of our findings and the outcome in clear terms. Where a complaint is upheld, we will explain what went wrong and the steps we will take to put matters right, which may include an apology, corrective work, or other appropriate remedies in line with our terms and conditions and any applicable insurance policies.
If we do not uphold the complaint, we will clearly explain the reasons for our decision, including the evidence and policies we have relied upon. We will also outline any further steps available to you if you remain dissatisfied.
Timeframes
We aim to acknowledge all complaints promptly after they are received. The time required to complete a full investigation will depend on the nature and complexity of the issue, but we aim to provide a final response within a reasonable period. If, for any reason, we are unable to meet this timescale, we will let you know and provide an updated estimate for when you can expect our full response.
Your Responsibilities When Making a Complaint
To help us handle your complaint efficiently and fairly, we ask that you provide accurate information, supply any relevant documents or photographs, tell us what outcome you are seeking, and cooperate with our team during the investigation. We request that all communications remain courteous and respectful so that we can focus on resolving the issue.
Claims for Loss or Damage
If your complaint involves alleged loss or damage to belongings during a move, separate claims procedures and time limits may apply under our terms and conditions or any transit insurance. It is important that you notify us of any damage as soon as you become aware of it and follow any guidance we provide on documenting the issue. This may include taking photographs, retaining damaged items for inspection and providing purchase or valuation documentation where available.
Continuous Improvement
All complaints, whether upheld or not, are reviewed by our management team. We use the information gained to identify any recurring issues, training needs or process changes required to improve our moving and storage services. Your feedback, including complaints, is an important part of maintaining and raising our standards across all types of removals work.
Policy Review
This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. We may update it to reflect changes in our services, industry standards or legal requirements. The version published here represents our current approach to dealing with complaints relating to any moving, packing or storage services provided by Movers Marylebone.
