Complaints Procedure
Movers Merton Complaints Procedure
Movers Merton is committed to providing a reliable and professional removals service for customers planning a move. We recognise that, on occasion, things may not go as expected. 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.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair route for customers to express dissatisfaction with any aspect of our moving services. It applies to all services we provide, including home removals, office moves, packing, and related support before, during, and after your move. Our aim is to resolve issues as quickly as possible and to use feedback to improve our service for future customers.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about the standard of our services, the conduct of our staff or contractors, or the information and advice you have received from us. This may include, for example:
Delays or missed appointments on moving day, concerns about how your belongings were handled, queries about charges or quotations, communication problems before, during, or after the move, or any other matter where you feel we have not met the level of service you reasonably expected.
How to Make a Complaint
You can raise a complaint verbally or in writing. You may choose to contact your move coordinator or a member of our office team in the first instance, who will attempt to resolve the issue informally. If you prefer to raise a formal complaint from the outset, please provide the following information so we can investigate thoroughly:
Your full name, the date of your move or planned move, a clear description of the problem, including relevant dates and times, details of any staff you dealt with, a description of how you would like us to resolve the matter, and copies of any supporting documents you wish us to review, such as your quotation or inventory.
Submitting these details as clearly as possible helps us respond promptly and accurately.
Timescales for Acknowledgement and Response
We aim to acknowledge your complaint promptly. Normally, we will confirm that we have received your complaint and that we are investigating it within a short period. We will then carry out a full review of the circumstances and endeavour to provide a detailed response within a reasonable timeframe. If, for any reason, we require additional time to investigate, we will let you know and explain the reason for the delay and when you can expect a full reply.
How We Investigate Complaints
Once we receive your complaint, we will review your moving file, relevant correspondence, and any photographs or documents you have shared. We may speak to team members who were involved in your move, including drivers, porters, and coordinators, to understand what happened. Where appropriate, we may also contact you to clarify details or request further information.
Our investigation aims to be impartial and fact-based. We will consider whether our service met our internal standards, your agreed quotation and terms, and accepted practice in the removals industry. When our review is complete, we will write to you explaining our findings and any steps we propose to take.
Possible Outcomes and Remedies
Depending on the outcome of our investigation, we may:
Offer a clear explanation or apology where something has gone wrong, confirm any corrective action we have taken or will take, propose practical solutions to address the issue, or, where appropriate and in line with our terms and any applicable insurance, consider financial remedies.
We will always explain the reasons for our decision and what you can do if you are not satisfied with the outcome.
If You Are Not Satisfied with Our Response
If you are unhappy with the outcome of our initial investigation, you may ask for your complaint to be reviewed at a higher level within Movers Merton. When requesting a review, please explain why you disagree with our response and provide any additional information that you feel has not been considered.
The review will be carried out by a senior member of staff who was not directly involved in the original handling of your complaint. They will re-examine all available information and may contact you for further clarification. After the review, you will receive a final written response setting out the conclusions and the reasons for them.
Your Responsibilities When Making a Complaint
To help us deal with your complaint effectively, we ask that you:
Raise your concerns as soon as reasonably possible after the issue arises, provide clear, accurate information and supporting evidence, remain courteous and respectful when communicating with our team, and give us a fair opportunity to investigate and respond.
Complaints that are made long after the event may be more difficult to investigate fully, particularly where witnesses or detailed records are no longer available.
Using Feedback to Improve Our Service
We value all complaints and treat them as an important source of feedback about our removal services. Each complaint is recorded and monitored so that we can identify patterns, review our procedures, and provide additional training or resources where required. This continuous improvement approach helps us deliver a more efficient, careful, and responsive moving experience for customers planning a move within the local area or further afield.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will be used only for the purposes of investigating and resolving your complaint and for improving our services. We will store and process your personal data in line with our data protection obligations and retain complaint records for an appropriate period.
Review of This Complaints Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective. Movers Merton may update or amend the procedure from time to time to reflect changes in our services, internal processes, or legal and regulatory requirements. The version published on our website will always be the most current version.
If you have any questions about this Complaints Procedure or would like help understanding how it applies to your situation, please contact our office and we will be happy to assist.
