Complaints Procedure for Colliers Wood Removals Clients
This complaints procedure explains how customers using our removals services in and around Colliers Wood can raise concerns, how we will respond, and what steps are available if you remain unhappy. Our aim is to resolve any problems quickly, fairly and transparently, while using your feedback to improve our moving services.
Our Commitment to You
We are committed to providing a reliable, professional removals service for local households and businesses. However, we recognise that sometimes things can go wrong. When this happens, we want to know about it so we can put matters right and prevent similar issues in the future.
We will always aim to:
Listen carefully to your concerns, treat you with respect and courtesy, investigate your complaint thoroughly and impartially, respond within the timescales set out in this procedure, offer a fair explanation and, where appropriate, a suitable remedy, and use the outcome to review and improve our moving services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our removals or related services, whether you feel we have:
Failed to deliver a service as agreed, delivered a lower standard of service than you reasonably expected, caused loss or damage in connection with your move, or acted in a way you consider to be unfair, unprofessional or misleading.
You can complain about any part of our service, including quotations, booking and scheduling, packing and loading, transportation, delivery and unloading, customer service and communication, and handling of claims or follow-up.
How to Raise a Complaint
You can raise a complaint verbally or in writing. While we will always try to help if you speak to us, we recommend that you submit your complaint in writing so there is a clear record of your concerns and the dates involved.
Please set out as much detail as you can, including your full name, service address and move date, a clear description of what happened and why you are unhappy, relevant dates and times, the names of any staff you dealt with, if known, and what you would like us to do to put things right.
Supporting information such as photographs of any damage, inventories, or other documents related to your move will help us assess your complaint more quickly.
Time Limits for Making a Complaint
To allow us to investigate effectively, we ask that you raise your complaint as soon as possible. In the case of physical loss or damage to goods, you should notify us as soon as you become aware of the issue so we can consider your claim in line with our terms and conditions. For concerns about service quality, communication, delays or conduct, it is helpful if you contact us within a reasonable time of the move taking place.
What Happens After You Complain
Once we receive your complaint, we will follow a clear process.
First, we will acknowledge your complaint. We will record the details, including the date received and the main issues you have raised. We will then allocate your complaint to an appropriate person who was not directly involved in the matter wherever possible, so the review is as impartial as we can make it.
We will then investigate your complaint. This may include reviewing your booking details and service records, speaking to the staff involved in your move, checking any photographs, inventories or damage reports, considering our terms and conditions and insurance provisions, and assessing whether our service met our usual standards.
Once the investigation is complete, we will provide a written response. This will explain the outcome of our investigation, confirm whether your complaint is upheld in full or in part, provide reasons for our decision, and, if appropriate, set out any offer of remedy, such as an apology, corrective work or compensation in line with our terms and conditions.
Response Times
We aim to acknowledge complaints promptly. We then seek to provide a full written response within a reasonable timeframe, taking into account the complexity of the issues and the information we need to gather. If we cannot give a final response within that period, we will let you know and provide an estimated timescale for completion. We may also contact you if we need additional information or clarification during our investigation.
Possible Outcomes and Remedies
After reviewing your complaint, the outcome may include one or more of the following: a full or partial apology, an explanation of what went wrong and why, steps to correct any ongoing issues related to your move, or a financial settlement where this is appropriate under our terms, conditions and any applicable insurance. Where your complaint is not upheld, we will still explain our reasoning clearly and respectfully.
Escalating Your Complaint
If you are not satisfied with our final response, you may ask us to review the complaint again. When you request this, please explain why you disagree with our decision or the remedy offered and tell us if you have any new information. A more senior member of our team will then reconsider your complaint, the evidence provided, and the original decision. After this review, we will provide you with a final position statement.
Independent Advice and Further Action
Depending on the nature of your complaint and the circumstances of your move, you may be able to seek independent advice from a legal adviser, a consumer advice organisation, or, where applicable, a relevant regulatory or dispute resolution body. You should check any time limits that apply to raising matters with third parties, as these are separate from our own complaints handling timescales.
Using Feedback to Improve Our Service
We monitor complaints and feedback from customers using our removals services in Colliers Wood and surrounding areas. This information is used to review staff training, vehicles and equipment, packing methods, communication procedures, and our general operating processes. By highlighting where we fall short, complaints help us improve our service for future customers.
Changes to This Complaints Procedure
We may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice for removals and customer care. The version in force at the time you submit your complaint will apply to how we handle and respond to your concerns.
