Movers Knightsbridge Formal Complaints Procedure
Movers Knightsbridge is committed to providing a reliable and professional removals and relocation service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right, learn from the experience, and continually improve our services. This Complaints Procedure explains how you can raise a concern and how we will respond.
1. Purpose and scope of this procedure
This procedure sets out how individual customers, business clients, or their authorised representatives can raise complaints about any aspect of our removals and related services. It applies to issues arising before, during, or after a move, including but not limited to quotations, bookings, packing, loading and unloading, transport, storage, and customer service.
We handle all complaints seriously, whether they relate to service quality, conduct of staff, communication, delays, loss or damage, or billing. Claims relating to loss or damage may also be subject to the terms and conditions agreed in your contract and any applicable insurance policy.
2. What we mean by a complaint
For the purposes of this procedure, a complaint is any expression of dissatisfaction about our removals or storage services that requires a response or resolution. This may include concerns that:
Our services were not delivered as agreed or expected, the standard of service fell below what was promised, our staff acted inappropriately or unprofessionally, communication was unclear or misleading, or an error has occurred that has caused inconvenience, loss, or financial cost.
We welcome feedback of all kinds, but if you wish us to investigate and formally respond, you should make it clear that you are raising a complaint under this procedure.
3. How to raise a complaint
You can raise a complaint verbally or in writing. To help us investigate efficiently, please provide as much detail as possible, including your full name, your moving date and reference if known, the address or addresses involved in the move, a clear description of what went wrong, when it happened, and who was involved, and what outcome or resolution you are seeking.
We encourage you to raise concerns as soon as possible after the issue arises so that we can address them while information is still fresh and relevant. Where appropriate, you may first raise the matter with the team on site or the coordinator in charge of your move. If the issue is not resolved to your satisfaction, or you prefer not to discuss it informally, you can escalate it as a formal complaint.
4. Acknowledgement of your complaint
Once we receive your complaint, we will record it in our internal log and assign it to an appropriate member of our management team. We will send you an acknowledgement confirming that your complaint has been received and is being reviewed. This acknowledgement will normally be issued within a reasonable timeframe and will outline the next steps in the process, including any initial information or clarification we may need from you.
5. Investigation process
We will carry out a fair and thorough investigation of your complaint. This may involve reviewing your booking details, move plan, signed documents, photographs, and any correspondence, speaking with the crew members or staff involved in your move, and, where relevant, arranging for an assessment of any alleged damage or loss.
Our aim is to understand what happened, why it happened, and what can be done to resolve the matter. We may contact you during the investigation if we need further detail or supporting information. Providing prompt and accurate responses will help us to reach a conclusion more quickly.
6. Timeframes for response
We aim to provide a full written response once the investigation has been completed within a reasonable period. The time needed may vary depending on the nature and complexity of the complaint, the availability of staff and records, and whether third parties such as insurers or subcontractors need to be consulted.
If, for any reason, we are unable to conclude our investigation within our normal timeframes, we will let you know and explain the reason for the delay, along with an updated estimate for when you can expect a full response.
7. Outcome and resolution
When our investigation is complete, we will inform you of our findings and any actions we propose to take. This may include an explanation or apology, corrective action regarding our procedures or staff, practical steps to resolve the issue, and, where appropriate and subject to contract and insurance terms, an offer of compensation or reimbursement.
Any settlement or compensation will be assessed in line with the terms and conditions you agreed to at the time of booking, any applicable insurance cover, and any legal or regulatory requirements that apply to our services.
8. If you remain dissatisfied
If you are not satisfied with the outcome of your complaint, you may request that the matter be reviewed by a senior manager who was not directly involved in the original investigation. You should explain why you disagree with the findings or proposed resolution and provide any new information you consider relevant.
We will conduct a further review where appropriate and provide you with a final response. This will represent the conclusion of our internal complaints process. If you remain dissatisfied after our final response, you may wish to seek independent advice on any further options that may be available to you.
9. Data protection and confidentiality
All complaints are handled in accordance with applicable data protection laws. Information you provide will be used solely for the purposes of investigating and resolving your complaint, improving our services, and meeting any legal obligations. We will keep complaint records securely and only share information with those who need it to address the matter or who are legally entitled to receive it.
10. Continuous improvement
Movers Knightsbridge views complaints and feedback as an important source of learning. We regularly review complaints data to identify trends, training needs, and opportunities to enhance our removals and storage services. By telling us when something has gone wrong, you help us improve the experience for all our customers.
11. Updates to this procedure
We may update this Complaints Procedure from time to time to reflect changes in legislation, industry practice, or our internal processes. The version published on our website will always be the most current and will apply to any new complaints raised after the date of publication.
