Complaints Procedure
Chiswick Movers Complaints Procedure
Chiswick Movers is committed to providing a professional and reliable removal service for home and business customers. We recognise that, on occasion, things may not go to plan. When this happens, we want to know about it so we can put things right promptly and improve our services. This Complaints Procedure sets out how you can raise a concern and how we will handle it.
Purpose of this Complaints Procedure
The purpose of this procedure is to give all customers a clear, fair and accessible way to raise concerns about any aspect of our removals, packing, storage or related services. It explains what we consider a complaint, how to submit one, what information we need from you, and how we will respond and resolve matters.
This procedure applies to all customers who have used or booked our removal services, whether for domestic moves, office relocations or storage-related services, throughout our normal service areas.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, contractors, communication or administration, whether justified or not, where you are seeking a response or resolution from us. Typical examples include:
Service running late or not as agreed in your booking confirmation.
Damage or loss to items during packing, loading, transport or unloading.
Concerns about the behaviour, attitude or conduct of our team.
Disputes regarding charges, quotations, surcharges or payment terms.
Concerns about how your booking, paperwork or insurance has been handled.
You do not need to use any particular wording for it to be treated as a complaint. If you tell us you are unhappy and want us to respond, we will treat it as a complaint.
Raising a Complaint
You can raise a complaint verbally or in writing. We encourage written complaints where possible, as this helps us understand and investigate the matter thoroughly. When you contact us, please provide the following information:
Your full name and the name the booking was made under.
The date of your move or the date of the issue you are complaining about.
Your booking or reference number if available.
A clear description of what went wrong and when it happened.
Details of any conversations already held with our staff about the issue.
What outcome or resolution you are seeking, for example an explanation, an apology, corrective work or compensation.
If you are making a complaint verbally, we may ask you to confirm key details in writing, particularly where the complaint relates to alleged loss, damage or financial matters.
Time Limits for Raising a Complaint
To help us investigate effectively, we ask that you raise any complaint as soon as possible after the issue arises. For service issues during your move, please notify our team on the day if you can. For claims relating to damage or loss of goods, please report this as soon as you become aware of it, ideally within a short period of completing the move, so that we can check records and gather evidence while it is still available.
How We Will Handle Your Complaint
We aim to handle all complaints fairly, consistently and promptly. Our process is as follows:
Acknowledgement. We will acknowledge your complaint and let you know that it is being investigated. If we need any further information from you, we will request it at this stage.
Investigation. A member of our management team will review your complaint. This may include speaking to the crew involved, reviewing job sheets and inventories, checking photographs or video where available, and reviewing our booking records and correspondence.
Initial response. Once we have investigated, we will provide you with an initial written response explaining our findings. If we believe we have made a mistake or fallen short of our standards, we will say so and explain what we propose to do to put things right. If we do not uphold your complaint, we will clearly explain our reasons.
Resolution. Where appropriate, we may offer one or more of the following, depending on the circumstances: a clear explanation, an apology, corrective work, a goodwill gesture or a settlement, subject to our terms and conditions and any applicable insurance cover.
Timescales for Responding
We aim to acknowledge all complaints promptly and to provide a full response within a reasonable time frame. For more complex matters or those involving potential insurance claims, it may take longer to gather all necessary information. If we cannot provide a full response within our normal time frame, we will let you know and provide an update on progress.
Complaints Involving Loss or Damage
Where your complaint concerns loss of or damage to your belongings during the move, it is especially important that you provide clear details and supporting information. This may include:
A description of the item or items affected.
The nature of the damage or loss and when you noticed it.
Photographs of the item and any packaging or location where damage occurred.
Evidence of the value of the item if you are making a financial claim.
We will review your complaint in line with our terms and conditions and any relevant insurance provisions that were agreed as part of your removal service. In some cases we may need to involve our insurers or request independent assessment of damage.
Escalation of Your Complaint
If you are not satisfied with the outcome or handling of your complaint at the first stage, you can ask for it to be reviewed by a senior manager. When requesting an escalation, please explain why you are unhappy with the initial response and what you would like us to reconsider.
The senior manager will review the complaint, the investigation already carried out and the response provided. They may contact you to clarify any points and may carry out further enquiries if required. Following this review, we will provide a final written response setting out our position.
Our Commitment to Fair Treatment
We treat all complaints seriously and handle them in a professional and respectful manner. We will not discriminate against or disadvantage any customer because they have made a complaint. We use information from complaints to review our processes, staff training and service standards, with the aim of reducing the likelihood of similar issues arising in future.
Confidentiality and Data Protection
Information you provide in connection with a complaint will be handled in line with our data protection obligations. We will share details only with staff and, where necessary, contractors or insurers who need to know the information in order to investigate and resolve the matter.
Review of This Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and in line with our company policies and any relevant industry requirements. Updated versions will apply to all future complaints and will be made available to customers upon request.
