Complaints Procedure
Complaints Procedure for Movers Colliers Wood Customers
Movers Colliers Wood is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to resolve matters fairly, consistently, and as quickly as possible. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.
1. Purpose and Scope of This Procedure
This complaints procedure applies to all domestic and commercial customers who use our moving, packing, and related services. It covers concerns about the quality of work, conduct of staff, damage to property or belongings, delays, communication issues, and any other aspect of the removals service you consider unsatisfactory.
This procedure does not cover queries about quotes before you book, or requests for additional services. Those are treated as general enquiries and handled by our customer service team in the usual way.
2. Our Commitment to You
We are committed to handling complaints in a way that is:
Fair: We will listen carefully to your concerns, consider all information you provide, and assess your complaint without bias.
Transparent: We will explain what we are doing to investigate your complaint and keep you informed about progress where appropriate.
Timely: We aim to resolve most complaints as quickly as possible, usually within set timeframes explained below.
Respectful: You will be treated courteously and professionally at all times, and we expect the same in return.
3. Informal Resolution in the First Instance
Many concerns can be resolved quickly and informally. As a first step, we encourage you to raise any issue as soon as you become aware of it, preferably on the moving day or shortly afterwards.
You can explain the problem to the team leader on site or to the office-based coordinator who arranged your move. Where possible, we will try to put things right immediately, for example by adjusting how work is being carried out, clarifying what has been agreed, or discussing a practical solution with you.
If you are not satisfied with the outcome of this informal step, you can make a formal complaint using the process below.
4. Making a Formal Complaint
If your concern has not been resolved informally, or you prefer a more structured review, you can submit a formal complaint. To help us understand and investigate your complaint, please provide:
Your full name and the address where the move took place.
Dates of the move and any relevant booking or reference numbers.
A clear description of what happened, including times and details of any conversations.
Details of any loss or damage, supported by photos or other evidence where available.
What outcome or resolution you are seeking, if you have a specific request.
We recommend you raise your complaint as soon as possible and ideally within 14 days of the move or of becoming aware of the problem. Delays in raising issues can make it more difficult to investigate thoroughly, especially in relation to property access, schedules, and condition of items.
5. Acknowledgement and Timeframes
Once we receive your formal complaint, we will acknowledge it and log it in our internal system. A manager or senior member of our team will be assigned to investigate.
We aim to provide a full written response within 14 days of receiving your complaint. If the matter is complex or requires additional information, the investigation may take longer. In such cases, we will let you know that more time is needed and give an estimated timescale for our final response.
6. How We Investigate Complaints
The person responsible for reviewing your complaint will take reasonable steps to understand what happened. This may include:
Reviewing your booking details, service notes, and any relevant photographs or documentation.
Speaking with the moving team, office staff, or third parties involved in delivering the service.
Assessing any damage reports, condition notes, or signed documents from the moving day.
Considering whether our terms and conditions, internal policies, and standard practices were followed.
Our investigation is focused on establishing the facts, understanding any service failures, and identifying a fair and proportionate outcome.
7. Our Response and Possible Outcomes
Once the investigation is complete, we will provide you with a written response. This will explain:
Our understanding of the complaint and the key issues raised.
The steps we took to investigate the matter.
Our findings and whether we believe your complaint is upheld in full, in part, or not upheld.
Any remedy or action we propose as a result.
Possible outcomes may include an apology, a practical remedy where appropriate, clarification of our policies, service improvements, or, where justified and in line with our terms and conditions, a financial gesture or contribution. Each case is considered on its individual facts and circumstances.
8. If You Are Still Unhappy
If you are not satisfied with our final response, you may ask for your complaint to be reviewed by a senior manager who was not involved in the original investigation, where this is reasonably possible.
To request this review, please explain which parts of our response you disagree with and why. We will then consider whether any further information or clarification is needed and issue a final position statement.
9. Learning From Complaints
We treat complaints as an opportunity to improve. Information gathered through this procedure is reviewed to help us identify patterns, refine training for our removals teams, and enhance our processes from initial enquiry through to completion of a move. Our objective is to reduce the likelihood of similar issues affecting customers in the future.
10. Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information you provide will only be shared with those who need it to investigate and resolve your complaint or to meet legal and regulatory obligations. We process personal data in line with applicable data protection requirements.
11. Updates to This Complaints Procedure
Movers Colliers Wood may update this complaints procedure from time to time to reflect changes in our operations, legal requirements, or industry best practice. The version available on our website is the most current and will apply to how we handle your complaint.
If you have any questions about this complaints procedure or how it applies to your situation, please contact our office so that we can provide further information.
