Complaints Procedure
West Hampstead Movers Complaints Procedure
West Hampstead Movers is committed to providing reliable and professional removals services for homes and businesses. We recognise that, on occasion, clients may feel that expectations have not been met. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage of the process.
Our Commitment to Resolving Complaints
We take all complaints seriously and treat them as an opportunity to review and improve our moving and storage services. Our aims are to make it easy for you to tell us when something has gone wrong, to respond promptly, and to reach a fair outcome. We will always handle your complaint courteously and professionally.
What This Procedure Covers
This procedure applies to complaints about our domestic and commercial removals, packing, loading and unloading, short-term or long-term storage, and any related services supplied by West Hampstead Movers. It covers issues such as service quality, conduct of staff or contractors, communication, timekeeping, loss or damage to items, and billing or charges.
This procedure does not cover general enquiries, requests for quotes, or routine booking changes, which are handled through our usual customer service channels.
Making a Complaint
You can raise a complaint as soon as you become aware of a problem. We encourage you to contact us as soon as possible so that we can address your concerns promptly. When you make a complaint, please provide as much detail as you can, including your full name, the service address, dates and times of the move, a clear description of the issue, and any supporting information such as inventory lists, photographs, or reference numbers.
You may submit a complaint in writing or by speaking to a member of our team. Written complaints help us to keep an accurate record and ensure we respond fully to all of your points, so where possible we recommend outlining your concerns in writing.
Stage One: Informal Resolution
In the first instance, we aim to resolve most issues informally and quickly. If you raise a concern during or immediately after your move, please speak to the team leader on site or your usual office contact. Many issues, such as minor service concerns or simple misunderstandings, can be resolved at this stage.
If we are unable to resolve the matter on the spot, your concern will be recorded and referred to an appropriate member of staff for follow up. We will normally respond at this stage within a reasonable period, taking into account the nature and urgency of the matter.
Stage Two: Formal Complaint
If you are not satisfied with the outcome of the informal stage, or if the matter is more serious, you may make a formal complaint. Please set out your concerns clearly, including what outcome you are seeking, such as an explanation, an apology, a corrective action, or consideration of compensation for loss or damage.
Once we receive your formal complaint, we will acknowledge it in writing within a reasonable timeframe. The acknowledgement will confirm that we have received your complaint, provide a reference for future correspondence, and indicate the next steps in the process.
Investigation of Your Complaint
Your complaint will be investigated by a member of staff who has appropriate authority and was not directly involved in the matter where this is reasonably possible. The investigation may include reviewing job records, inventory lists, delivery notes, images, staff statements, and any relevant correspondence.
During the investigation we may contact you to clarify any points, ask for additional information, or discuss possible resolutions. We will aim to complete our investigation and provide a full response within a reasonable timescale that reflects the complexity of the complaint.
Our Response and Possible Outcomes
When we have completed our investigation, we will send you a written response setting out our findings, any conclusions we have reached, and the reasons for our decision. Where appropriate, we will also outline the steps we will take to put things right or to prevent a similar issue from happening again.
Possible outcomes may include an explanation, an apology, corrective action such as re-attending to resolve a service issue, review of internal procedures or staff training, and, where justified and in line with our terms and conditions, consideration of financial remedies for proven loss or damage.
If You Remain Dissatisfied
If you are not satisfied with our response, you may ask for a further review of your complaint. In this case, your complaint and our initial handling of it will be reconsidered by a more senior member of staff, where available. We will then provide a final written response, confirming our position.
At this point, if you remain unhappy and you believe your complaint has not been handled fairly or reasonably, you may wish to seek independent advice about your options. This may include taking the matter further through appropriate external channels, subject to your rights under consumer law and our contractual terms.
Time Limits for Complaints
To ensure we can investigate effectively, we ask that complaints about removals services, including any claim for loss or damage, are raised as soon as possible and within the timescales set out in our terms and conditions. Complaints made outside these periods may be more difficult to investigate fully, especially where evidence or records are no longer available, but we will still assess any late complaint as far as we reasonably can.
Recording and Monitoring Complaints
We keep a record of all formal complaints, including details of the issue, the steps taken to investigate, and the outcome. This helps us to identify patterns, address recurring problems, and improve the quality and reliability of our removals and storage services. Information from complaints is reviewed periodically by management as part of our ongoing commitment to service improvement.
Confidentiality and Data Protection
All complaints are handled in confidence, and information is only shared with those who need it in order to investigate and resolve the matter. We handle personal information in line with applicable data protection requirements and our privacy practices. Records of complaints are retained only for as long as is necessary for the purposes for which they were collected and in accordance with legal and regulatory obligations.
Review of This Complaints Procedure
West Hampstead Movers reviews this Complaints Procedure periodically to ensure it remains clear, effective, and appropriate for the range of removals and storage services we provide. We may update the procedure from time to time. Any updated procedure will apply to new complaints from the date on which it is published.
