Complaints Procedure
Ruislip Movers Complaints Procedure
Ruislip Movers is committed to providing a reliable, professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, it is important that you know how to raise a concern and how we will deal with it. This complaints procedure explains the steps we follow to review, respond to and resolve any dissatisfaction with our services.
Our Commitment to You
We take all complaints seriously and use them as an opportunity to improve our removals and storage services. Our aims when handling a complaint are to:
Listen carefully and treat you with courtesy and respect at all times.
Acknowledge your concerns promptly and clearly.
Investigate what has happened in a fair, transparent and timely way.
Provide a clear, written outcome to your complaint.
Where appropriate, offer a suitable remedy and take steps to prevent similar issues in future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our removals, packing, storage, customer service, conduct of our staff, or how we have handled your booking or belongings, where you would like a response or resolution.
Examples include, but are not limited to:
Concerns about how your move was planned, managed, or carried out.
Damage to property or belongings during packing, loading, transport or delivery.
Delays, missed time slots, or communication issues relating to your move.
Conduct, attitude or behaviour of any member of our team.
Disputes about charges, invoices, or agreed services.
How to Make a Complaint
You can raise a complaint in writing, as this helps us understand the full details and keep an accurate record. When making a complaint, please include:
Your full name and the address where the removal or related service took place.
The date of your move or the date you experienced the issue.
A clear description of what went wrong and what outcome you are seeking.
Any relevant supporting information, such as inventory lists, photographs, condition reports, or reference numbers.
We encourage you to raise any concerns as soon as possible after the issue occurs. This allows us to investigate while events are still recent and evidence is easier to obtain.
Timescales for Raising a Complaint
To help us investigate effectively, please notify us of any issues or damage relating to your removal or storage service as soon as you become aware of them. Where possible, report visible damage or concerns on the day of the move, or as soon as you reasonably discover it while unpacking.
Complaints raised after a significant delay may be more difficult to investigate, particularly if supporting evidence is no longer available. However, we will always review any complaint submitted in good faith and assess what steps can reasonably be taken.
What Happens After You Complain
Once we receive your complaint, we will follow a structured process to review it thoroughly and fairly.
Acknowledgement
We will acknowledge your complaint in writing within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps and, where possible, give an indication of how long our investigation is likely to take.
Investigation
Your complaint will be reviewed by an appropriate member of our management team who was not directly involved in the issue, wherever possible. The investigation may include:
Reviewing your booking details, inventory and any related documents.
Speaking with team members who were involved in your move or storage arrangements.
Examining condition reports, photographs, or other evidence you have provided.
Considering our internal policies, terms and conditions, and industry guidance.
Outcome and Response
Once the investigation is complete, we will send you a written response. This will explain:
The steps we have taken to investigate your complaint.
Our findings and whether we uphold your complaint in full, in part, or not upheld.
Any actions we will take, which may include an apology, an explanation, corrective work, a proposed resolution, or information about why no further action is considered appropriate.
We aim to respond in full within a reasonable timeframe from acknowledging your complaint. If the matter is complex and we need more time, we will keep you updated on our progress and let you know when you can expect a final response.
Escalation if You Are Unhappy With the Outcome
If you are not satisfied with our response, you may ask for your complaint to be reviewed again. In your escalation request, please explain why you disagree with the outcome or how you believe your complaint has not been fully addressed.
Where appropriate, a more senior manager or another member of our team who has not previously been involved will review the handling of your complaint, the evidence considered, and the decision reached. We will then provide a further written response explaining our final position.
Fairness and Confidentiality
All complaints will be handled impartially. We will consider the information provided by you and by our team objectively and fairly. Your complaint will be treated in confidence and shared only with those who need to see it in order to investigate and respond. Handling a complaint will not affect your right to use our services in the future or the standard of service you can expect to receive.
Using Feedback to Improve Our Service
We review complaints regularly to identify trends and areas where our removal and storage services can be improved. This may include providing additional training for staff, refining our communication, updating procedures, or investing in new equipment. By raising a complaint, you are helping us to enhance the quality and reliability of our service for all customers.
Availability of This Procedure
This complaints procedure is available to all customers who use Ruislip Movers for removals, packing, storage, or related services. You may request a copy at any time. We reserve the right to update or amend this procedure from time to time to reflect changes in regulations, industry practice, or our internal processes. Any revised procedure will apply to complaints received after the date on which the changes take effect.
Contacting Ruislip Movers
If you wish to make a complaint or discuss a concern about any aspect of our services, please contact us in writing with full details as set out in this procedure. We are committed to working with you to resolve matters fairly and efficiently.
