Complaints Procedure
Movers Sutton Complaints Procedure
This Complaints Procedure explains how customers can raise concerns about any aspect of the moving or related services provided by Movers Sutton, and how those concerns will be handled. Our aim is to resolve issues fairly, consistently and as quickly as possible, while using feedback to improve our removals services.
Purpose and Scope
This procedure applies to all domestic and commercial customers who have used, or have arranged to use, our removal, packing, storage or associated services. It covers complaints about the standard of work, conduct of staff or contractors, communication, administration, and any other aspect of our services.
The procedure does not cover general enquiries, requests for quotations, or routine service discussions, which should be handled through our normal communication channels before, during and after your move.
What We Consider a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you would like the issue to be recorded and investigated. This may include situations where you believe that:
• The service you received did not match what was agreed or advertised.
• There was damage or loss to your property connected with our service.
• Our staff or contractors behaved in an unprofessional or discourteous manner.
• There were avoidable delays, poor communication, or administrative errors.
• We did not follow our stated policies or reasonable industry practices.
How to Make a Complaint
You can make a complaint verbally or in writing. While we will accept complaints raised in any reasonable way, we recommend putting your concerns in writing so that all details are clear and can be accurately recorded.
When submitting a complaint, please provide the following information so we can investigate effectively:
• Your full name and the address where the service was carried out.
• The date of your move or the date of the incident you are complaining about.
• A clear description of what went wrong and how it has affected you.
• The names of any staff members involved, if known.
• Any relevant supporting information, such as inventory lists, photographs of damage, or copies of documents.
• How you would like us to put things right, if you have a preferred outcome.
Time Limits for Raising a Complaint
To help us investigate thoroughly, complaints should be raised as soon as possible after the issue arises. If your complaint relates to damage or loss of items, it is important that you notify us promptly once you become aware of the problem and within any time frames set out in your terms and conditions.
We may still consider complaints made later than this, but our ability to investigate and resolve them may be reduced if too much time has passed or evidence is no longer available.
Our Complaints Handling Stages
We handle complaints in a structured way to ensure consistency and fairness.
Stage 1: Initial Acknowledgement
Once we receive your complaint, we will record it and arrange for it to be reviewed by an appropriate member of our team. We will acknowledge your complaint and confirm that it is being investigated. Where the complaint is made in writing, we will normally acknowledge it within a reasonable time frame.
Stage 2: Investigation
A manager or senior team member will investigate your complaint. This may include reviewing relevant paperwork, contacting the staff involved, examining any photographs or evidence provided, and where necessary discussing the matter with you to clarify details.
We aim to complete our investigation and provide you with a written or verbal response within a reasonable period. If the matter is complex and more time is needed, we will inform you of this and keep you updated on progress.
Stage 3: Response and Outcome
Once the investigation is complete, we will explain our findings and any conclusions clearly. Where we uphold your complaint in full or in part, we will outline what we propose to do to resolve the matter. This may include, where appropriate and in line with our terms and conditions, actions such as:
• Offering a practical remedy or corrective work.
• Providing a goodwill gesture or compensation, where applicable.
• Issuing an apology and explanation.
• Taking internal steps to prevent similar issues from occurring again, such as additional staff training or changes to processes.
If we do not uphold your complaint, we will explain the reasons and the evidence we have relied upon.
Escalating Your Complaint
If you are not satisfied with the outcome at Stage 3, you may request that the complaint is reviewed again by a more senior manager. This request should be made within a reasonable period after you receive our initial outcome, and should set out why you remain dissatisfied and what you are seeking.
The senior reviewer will consider whether the investigation was fair, whether the outcome was reasonable, and whether any new information affects the decision. After this review, we will provide you with our final position on the matter.
Fairness, Confidentiality and Data Protection
All complaints are treated seriously and handled with respect. We will not treat you differently or less favourably for raising a complaint in good faith. We expect our staff to remain professional at all times when dealing with complaints.
Your complaint and any related personal information will be handled confidentially and in accordance with applicable data protection requirements. Information will only be shared internally on a need to know basis for the purposes of investigating and resolving your complaint, or where we are legally required to disclose it.
Using Complaints to Improve Our Service
We aim not only to resolve individual complaints but also to learn from them. We regularly review complaint records to identify trends, areas for improvement, and training needs. This helps us improve the quality, reliability and professionalism of our removals services and ensures that customers moving within our service area receive a consistently high standard of care.
Policy Review
This Complaints Procedure is reviewed periodically to ensure that it remains clear, fair and effective. Updates may be made to reflect changes in our services, operational practices, or applicable regulatory and industry requirements.
