Complaints Procedure
Stockwell Movers Complaints Procedure
Stockwell Movers is committed to providing a professional and reliable removals and storage service. We recognise that, on occasion, things may not go as planned. When this happens, we encourage customers to tell us so that we can put matters right, learn from experience, and continually improve our service.
Purpose of this Complaints Procedure
This complaints procedure explains how you can raise a concern, what information we need from you, how we will respond, and the timescales we aim to meet. It applies to all customers using our services, including home removals, office moves, packing, and storage.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the service you have received from Stockwell Movers, whether the issue relates to communication, handling of your belongings, punctuality, conduct of staff, quality of packing or unpacking, storage arrangements, or administration such as quotations and invoicing.
We treat all complaints seriously, whether they are raised informally or through our formal procedure.
Raising a Concern Informally
Many concerns can be resolved quickly and informally. If you are unhappy at any stage of your move, please speak to a member of our team as soon as possible, ideally while the service is in progress or shortly afterwards. Often, issues can be addressed on the spot by the crew leader or an office representative, reducing inconvenience and preventing further problems.
If you feel your concern has not been addressed informally, or the matter is more serious, you should follow the formal complaints procedure set out below.
How to Make a Formal Complaint
To help us understand your complaint and respond effectively, please provide the following information in writing:
1. Your full name and contact details.
2. Your move or booking reference, if available.
3. The date and location of the service provided.
4. A clear description of the issue, including what went wrong and when it occurred.
5. Details of any conversations you have already had with our staff about the matter.
6. Any supporting information, such as photographs, inventories, or correspondence.
Written complaints can be sent to our office by post or using any written communication method we make available to you. We encourage written complaints so that we have an accurate record and can respond in a structured way.
Acknowledgement of Your Complaint
Once we receive your complaint, we will acknowledge it in writing. Our acknowledgement will normally be sent within five working days. In this acknowledgement we will confirm that we have received your complaint and outline the next steps in our investigation, including the name or role of the person handling your case where possible.
How We Investigate Complaints
Stockwell Movers aims to conduct all investigations fairly, thoroughly, and without unnecessary delay. Depending on the nature of the complaint, our investigation may include:
1. Reviewing your booking details, move plan, and any relevant paperwork.
2. Speaking with the removal crew, drivers, and office staff involved.
3. Examining inventories, condition reports, and photographs taken before or after the move.
4. Assessing any damage reports or claims forms you have submitted.
5. Considering our policies, terms and conditions, and any service standards that apply.
We will keep a record of your complaint and the steps taken to investigate it. All information will be handled sensitively and in line with our data protection obligations.
Response Timescales
We aim to provide a full written response to your complaint within 20 working days of acknowledging it. If, for any reason, we are unable to meet this timescale, we will write to you to explain why and give you an updated timescale for our response.
Complex complaints, such as those involving multiple parties, extensive damage assessments, or external reports, may require more time. We will keep you informed of progress in such cases.
Our Decision and Possible Outcomes
In our final response, we will explain:
1. What we have understood your complaint to be about.
2. The steps we have taken to investigate it.
3. Our findings and conclusion.
4. Any remedy or corrective action we propose.
Depending on the circumstances, outcomes may include an apology, an explanation, corrective work, a service adjustment, or, where appropriate and subject to our terms and conditions and any applicable insurance cover, a financial settlement. Any remedies will be offered in line with our contractual obligations and industry standards for removals and storage services.
If You Are Not Satisfied With Our Response
If you remain unhappy with our final response, you should let us know in writing, explaining which aspects of our decision you disagree with and why. Where possible, please provide any additional information or evidence you would like us to consider.
We may carry out a further review of your complaint, which could involve a more senior manager. Following this review, we will provide a final position statement setting out whether we uphold or amend our original decision.
Fairness, Confidentiality, and Record Keeping
All complaints are handled with respect, confidentiality, and impartiality. Raising a complaint will not affect the level of service you receive from Stockwell Movers in the future. We use information gained from complaints to review our processes, training, and quality control, with the aim of improving the customer experience for all clients.
We keep records of complaints and outcomes in line with our data retention policies. These records help us monitor trends and enhance the reliability, safety, and professionalism of our removal and storage services.
Review of this Procedure
Stockwell Movers reviews this complaints procedure regularly to ensure it remains clear, effective, and consistent with our legal and regulatory obligations. We may update the procedure from time to time to reflect changes in our business, relevant laws, or best practice in the removals industry.
If you have any questions about this procedure or how to raise a complaint, please contact our office and we will be happy to explain the process.
