Movers Surrey Complaints Procedure
Movers Surrey is committed to providing reliable and professional removal services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage. Our aim is to resolve any issues promptly, fairly, and transparently.
Purpose of this Complaints Procedure
The purpose of this procedure is to give you a clear and straightforward way to tell us when you are unhappy with any aspect of our services, including home removals, commercial moves, packing, storage handling, or related activities. We use all feedback, including complaints, to review and improve our services across the areas we operate.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our service, whether it relates to our staff, our vehicles, our handling of your belongings, our communication, our charges, or our timelines. You can make a complaint even if you are not sure who is at fault. If it matters to you, it matters to us.
How to Make a Complaint
You can raise a complaint in writing or by speaking to us directly. We encourage you to set out your concerns in as much detail as you can so that we can investigate thoroughly. Please include:
• Your full name and the address where the service took place
• The date of your move or service
• A clear description of what went wrong
• Any relevant reference numbers or booking details
• What outcome you are seeking, where this is known
You may complain as a customer, or on behalf of a customer where you have their permission to do so.
Time Limits for Making a Complaint
You should raise your complaint as soon as you become aware of the problem. This allows us to investigate while details are still recent. Where possible, complaints about removal services or handling of items should be raised within a reasonable period of the service being provided. However, we will always consider complaints made later, particularly where there is a clear reason for the delay.
Stage One: Initial Complaint and Acknowledgement
Once we receive your complaint, we will:
• Log your complaint in our internal system
• Acknowledge receipt of your complaint within a reasonable time
• Provide you with a reference or confirmation for future correspondence
At this stage we may contact you to clarify any details, request further information, or discuss immediate steps that can be taken to ease the situation where appropriate.
Stage Two: Investigation and Response
Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the events being complained about, wherever possible. The investigation may include:
• Reviewing your booking details and service records
• Speaking with the team members involved
• Inspecting any relevant documentation, images, or reports
• Considering our internal policies and service standards
We will then provide you with a written response explaining:
• What we have understood your complaint to be
• The steps we have taken to investigate
• Our findings and conclusions
• Any remedial action we propose to take, if appropriate
We aim to provide a full response within a reasonable timescale. If we need longer to investigate, we will let you know, explain why, and give an indication of when you can expect a final response.
Stage Three: Review of the Outcome
If you are not satisfied with our initial decision, you may request a review. A more senior member of our team will examine your complaint, the investigation, and the outcome. They may contact you for more information or to clarify what aspect of the response you disagree with.
Following this review, we will provide a further written response setting out:
• Whether the original decision is upheld, varied, or overturned
• Any additional steps we will take to resolve your concerns
• Any further options that may be open to you
Remedies and Outcomes
Where a complaint is upheld, we will consider appropriate remedies. These may include, where relevant to the circumstances:
• An explanation or apology
• Practical steps to put things right where possible
• Reviewing or changing our internal processes
• Other appropriate and proportionate actions
The remedy offered will depend on the nature of the complaint, the impact on you, and any applicable terms and conditions that formed part of your agreement with us.
Complaints Involving Loss or Damage
If your complaint involves loss of or damage to your belongings, we may require supporting information such as descriptions, photographs, or details of the items concerned. Any consideration of compensation will be dealt with in line with our terms and conditions and any relevant protection or cover that applied to your move. We will explain what information we need from you to assess such complaints.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared internally only with those who need it to investigate and respond. We handle all personal data in accordance with applicable data protection requirements. Details of your complaint will be kept securely and used to help us understand service issues and improve our operations.
Using Feedback to Improve Our Service
We review complaints regularly to identify patterns, training needs, and areas for improvement across our removal services. This may result in updates to staff training, operational procedures, and communication practices to help prevent similar issues occurring in future.
Accessibility and Support
If you require assistance in making a complaint, please let us know. We will do our best to support you, for example by accepting complaints through alternative formats where reasonable or by allowing a representative to act on your behalf with your consent.
Changes to this Complaints Procedure
Movers Surrey may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or legal and regulatory requirements. The version in force at the time you make your complaint will apply to the handling of that complaint.
