Complaints Procedure
Wandsworth Movers Complaints Procedure
Wandsworth Movers is committed to delivering a professional, reliable removals and moving service. We recognise that, on occasion, customers may feel that something has gone wrong. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.
1. Purpose and scope of this procedure
This procedure applies to all complaints about our services, including household removals, packing and unpacking, storage-related services, and associated customer support. It is designed to ensure that all complaints are handled promptly, fairly, and consistently, with a clear record of what has happened and how it has been resolved.
A complaint is any expression of dissatisfaction, whether justified or not, about the standard of service, the conduct of our staff or contractors, the condition of vehicles or equipment, the handling of belongings, or the information you have received from us.
2. Guiding principles
We follow these principles when dealing with complaints:
We make it easy to raise a concern.
We acknowledge and investigate complaints promptly.
We treat all customers with respect and courtesy.
We aim to resolve issues at the earliest possible stage.
We learn from complaints and use them to improve our removals services.
3. How to raise a complaint
You can raise a complaint in writing or verbally. Written complaints help us keep a clear record of the details and timelines, but we will treat all complaints with equal seriousness. When raising a complaint, please provide as much information as possible to help us investigate effectively, including the following:
Your full name and, if applicable, your booking reference.
The address where the service was carried out, and the date of your move or service.
A clear description of what went wrong and how it has affected you.
Any relevant photographs, inventory notes, or supporting documents.
What outcome you are seeking, such as an explanation, apology, or review of charges.
4. Timescales for raising a complaint
You should raise your complaint as soon as reasonably possible after the issue arises. For service-quality concerns, such as delays or conduct on moving day, we encourage you to contact us within a few days so we can address the matter while details are still fresh.
For damage or loss of belongings, please let us know promptly once you become aware of the issue, and keep any relevant items, packing materials, or photographs that may help us to assess what has happened.
5. Our complaints handling stages
Stage 1: Initial response and acknowledgment
Once you raise a complaint, we will record it in our internal complaints log. We aim to acknowledge your complaint within a reasonable period, usually within a few working days. The acknowledgment will confirm that we have received your complaint and outline the next steps in the process.
Stage 2: Investigation
Your complaint will be assigned to an appropriate member of our team for investigation. This may involve speaking to staff who attended your move, reviewing job sheets and inventory lists, checking schedules and vehicle records, and examining any photographs or documents you provide.
Where necessary, we may contact you for further information or clarification. It is important that you respond to these requests so we can reach a fair and informed decision.
Stage 3: Outcome and resolution
After completing our investigation, we will provide you with a response, usually in writing. This response will:
Summarise your complaint and the issues you raised.
Explain the steps we have taken to investigate.
Set out our findings and any conclusions reached.
Detail any proposed resolution, such as an apology, corrective action, review of charges, or other appropriate remedy.
We aim to provide a full response within a reasonable timeframe. If we anticipate any delay, we will let you know and explain why more time is needed.
6. If you remain dissatisfied
If you are not satisfied with our response at Stage 3, you may request that your complaint is reviewed at a more senior level within Wandsworth Movers. In doing so, please explain why you are dissatisfied and what you believe has not been addressed.
The reviewing person will consider the handling of your complaint to date, the evidence available, and whether our decision was fair and reasonable. They may uphold the original outcome, change the decision, or propose an alternative resolution.
7. Complaints involving damage or loss
Where your complaint involves alleged damage to property or loss of items during a removal or storage service, we will usually require specific information, such as:
A description of the item and the nature of the damage or loss.
When you first noticed the issue.
Any supporting evidence, including photographs and receipts where available.
Any relevant notes from the inventory or delivery checklist.
We may ask to inspect the item or damages, or request additional information before reaching a conclusion. Any settlement or remedy offered will take into account the condition of the item before the move, the evidence provided, and the terms of any agreement in place.
8. Behaviour and communication
We expect our staff to be courteous and professional at all times and to treat customers fairly and respectfully. In return, we ask that customers communicate with our team in a respectful manner throughout the complaints process.
We understand that moving home can be stressful, particularly if something has gone wrong. Our aim is always to reduce that stress by cooperating with you to find a fair outcome.
9. Confidentiality and data handling
All complaints are handled in line with our obligations to protect your personal information. Details of your complaint will only be shared with staff who need to be involved in investigating or responding to the matter. We will keep records of your complaint, the investigation, and the outcome, and may use anonymised information to improve our services and staff training.
10. Using complaints to improve our service
Wandsworth Movers views complaints as an important source of feedback. We regularly review complaints data to identify patterns, potential training needs, and areas where our removals processes or customer communication can be improved. By raising a concern, you help us to enhance the quality, safety, and reliability of our moving and storage services for all customers.
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our operations or in relevant guidance and best practice.
