Complaints Procedure
Belsize Park Movers Complaints Procedure
Belsize Park Movers is committed to providing a professional, reliable and careful removals service. However, we recognise that occasionally things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
1. Purpose and Scope of this Procedure
This procedure applies to all residential and commercial customers who have used, or have booked, our services. It covers issues related to local and longer-distance removals, packing, loading and unloading, storage, and any associated services we provide.
We aim to resolve all complaints fairly, promptly and consistently. We will use the information from complaints to review and improve our services, staff training and operational processes.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services or the conduct of our staff or contractors, where a response or resolution is expected. This can include:
Concerns about punctuality, handling of goods, packing quality, or behaviour of crew members. Disputes about the service delivered compared with your quotation or booking confirmation. Issues related to damage or loss of items during loading, transit or unloading. Problems with communication, documentation or billing.
If you are unsure whether your issue is a complaint, we encourage you to raise it so that we can clarify and, where appropriate, treat it under this procedure.
3. Raising a Complaint Informally
In the first instance, we encourage you to raise any concern as soon as possible with the team on the day or with the office after your move. Many issues can be resolved quickly and informally when they are brought to our attention early.
When raising a concern informally, please provide your full name, the service address, the date of your move or booking, and a brief description of the issue. Our team will try to resolve the matter on the spot or within a reasonable time frame.
4. Making a Formal Complaint
If you are not satisfied with the informal response, or if the matter is more serious, you can submit a formal complaint. Please do this as soon as reasonably possible so that we can investigate effectively.
When submitting a formal complaint, please include the following information so that we can review your case thoroughly:
Your full name and any reference or booking number. The address where the service was carried out and the date of the move. A clear description of what happened, including key times and who was involved where known. Details of any damage or loss, including photographs if available. Confirmation of any steps already taken to raise the issue informally. Your preferred outcome or how you would like the matter to be resolved.
We recommend raising formal complaints in writing so that there is a clear record of your concerns and our responses.
5. Time Limits for Complaints
We ask that complaints about service quality, crew conduct, punctuality or communication are raised within a reasonable time, ideally within seven days of your move. Claims relating to loss or damage to items should be raised as soon as the issue is noticed and in line with any timeframes specified in your terms and conditions or insurance documentation.
While we will always try to assist, delays in reporting may affect our ability to investigate or to offer certain forms of redress.
6. How We Will Handle Your Complaint
Once we receive your formal complaint, we will follow these stages:
Acknowledgement. We aim to acknowledge your complaint within a reasonable period of receiving it. At this stage, we may request further details or supporting evidence to help our investigation.
Investigation. A manager or senior member of staff who was not directly involved in the incident will review your complaint. This may include speaking with the crew, checking schedules, photographs, notes taken on the day of the move, and any related documents.
Response. After the investigation is complete, we will provide a written response explaining our findings, any responsibility we accept, and any proposed actions. We aim to respond within a fair and practical timeframe, depending on the complexity of the case and the availability of information.
Record keeping. We keep a record of complaints received, the steps taken to investigate them, and the outcome. These records help us monitor performance and identify areas for improvement in our removals and storage operations.
7. Possible Outcomes and Remedies
Where a complaint is upheld in full or in part, potential outcomes may include:
A clear explanation or apology. Operational steps to prevent similar issues for future customers. Practical solutions, such as corrective work where this is appropriate. Financial remedies or contributions, where these are justified and in line with our terms, conditions and any applicable insurance arrangements.
The type of remedy offered will depend on the nature of the complaint, the evidence available, and our contractual and legal obligations.
8. If You Are Unhappy with Our Response
If you are not satisfied with the outcome of your complaint, you may request that it be reviewed again. In your request, please explain why you disagree with the initial outcome and provide any additional evidence or clarification that you feel is relevant.
A more senior member of the team will then review the case, including the original investigation and decision. We will then confirm whether the original decision is upheld or varied and explain the reasons for this final position.
9. Our Commitment to Fairness and Improvement
Belsize Park Movers is committed to handling all complaints professionally, respectfully and without discrimination. Raising a complaint will not affect your right to receive our services or to be treated fairly in any future dealings with us.
We regularly review complaint trends to improve staff training, handling procedures, packing and transportation methods, and customer communication before, during and after moves. Your feedback, whether positive or negative, plays an important role in helping us maintain and improve service standards across the areas we cover.
If you have any questions about this complaints procedure, please contact us and we will be happy to provide further clarification.
