Complaints Procedure
Complaints Procedure for Uxbridge Movers
Uxbridge Movers is committed to providing reliable and professional removals and related services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise any concerns, how we will respond, and what you can expect from us at each stage.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for customers to report dissatisfaction with any aspect of our services. This includes house removals, office moves, packing, storage handling, or any associated activities. Our aim is to resolve matters promptly, transparently, and in a way that treats all parties fairly.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, staff, contractors, or the way we have handled a previous query or issue. You may wish to complain if you believe that:
We have not provided services with reasonable care and skill. We have not followed agreed instructions for your move or storage. There has been damage, loss, delay, or other problems connected with your removal. Our staff or representatives have acted in an unprofessional manner. We have not followed our terms and conditions or any specific agreement made with you.
We encourage you to raise any concern as soon as you become aware of it, so that we have the best opportunity to investigate and put things right.
How to Make a Complaint
You can make a complaint in writing. Written complaints help us keep an accurate record of the issues raised and our responses. Please provide as much information as possible, including:
Your full name and any reference number we have given you, such as a booking or job number. The date of your move or service. A clear description of what went wrong and when it occurred. Any supporting details, such as photographs or an inventory list, if relevant. What outcome you are seeking, if you have a preferred resolution.
We will treat all complaints courteously and will not discriminate against you for raising a concern.
Initial Acknowledgement
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps we will take. We may also request further information or clarification to help us investigate your concerns thoroughly.
Investigation of Your Complaint
Your complaint will be reviewed by an appropriate member of our team who has the authority and experience to investigate the issues raised. This may involve:
Reviewing your booking details, correspondence, and any relevant notes. Speaking to the crew members or representatives involved in your move. Examining photographs, inventories, delivery notes, or other records. Considering our terms and conditions and any commitments made to you at the time of booking.
We aim to complete our investigation and provide a response within a reasonable timeframe. If, for any reason, the investigation is likely to take longer, we will inform you and explain why.
Our Response and Proposed Resolution
After we have investigated your complaint, we will send you a written response explaining:
Our understanding of your complaint and the issues raised. The outcome of our investigation. Any action we propose to take to resolve the matter.
Depending on the circumstances, possible resolutions may include an explanation or apology, corrective action, a service remedy, or other appropriate measures. Any financial or practical remedy will be considered in line with our terms and conditions and applicable law.
If You Are Not Satisfied With the Outcome
If you do not agree with our proposed resolution, you may request that your complaint be reviewed again. In your request, please explain why you remain dissatisfied and highlight any information you feel has not been properly considered.
A more senior member of our team will review the complaint, the original investigation, and our response. We will then send you a final written response explaining our position.
Time Limits for Complaints
To allow us to investigate effectively, we ask that you raise any complaint within a reasonable period of becoming aware of the issue. For issues such as damage or loss connected to your move, we may specify time limits for reporting in our terms and conditions. It is important that you check those provisions, as they may affect what remedies are available.
Our Commitment to Fairness and Improvement
We handle all complaints confidentially and in accordance with relevant data protection requirements. Information is only shared with those who need it to investigate and resolve the complaint.
We use feedback and complaints to improve our services, training, and procedures. Identifying issues helps us reduce the likelihood of similar problems occurring in future moves and storage work.
Record Keeping
We keep a record of all complaints received, including details of the issue, how it was investigated, and the outcome. These records help us monitor trends and demonstrate that concerns have been managed appropriately and consistently.
Changes to This Complaints Procedure
We may update this complaints procedure from time to time to reflect changes in our operations, industry practice, or legal requirements. The version in force at the time you raise your complaint will apply to how your concerns are handled.
Uxbridge Movers appreciates the opportunity to address any concerns you may have. By following this complaints procedure, we aim to ensure that problems are dealt with promptly, thoroughly, and as fairly as possible for all involved.
