Complaints Procedure
Movers Lambeth Complaints Procedure
Movers Lambeth is committed to providing a professional and reliable removals service. We recognise that occasionally things may not go as planned, and when this happens we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to resolve issues fairly and promptly.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and transparent process for raising complaints relating to our removal services, including house moves, office moves, packing services and storage arrangements. It covers how to make a complaint, how we will handle your complaint, the timescales involved, and what you can do if you are not satisfied with our response.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, conduct on site, communication, charges, or any aspect of the moving process where you believe we have not met our obligations or your reasonable expectations. This includes issues arising before, during or after your move, such as problems with booking, delays, damage to property or goods, or concerns about behaviour.
Raising an Informal Concern
Many issues can be resolved quickly and informally. If you experience a problem on moving day or during a visit, please speak to the team leader or operative on site and explain your concern clearly. They will do their best to resolve the matter immediately where this is practical and within their authority.
If your concern relates to a booking, quotation, or general communication about your move, you can contact our office to discuss the issue. We encourage customers to raise concerns as soon as possible so that we can respond while events are still recent and easier to review.
How to Make a Formal Complaint
If you feel that your concern has not been resolved informally, or the matter is more serious, you can raise a formal complaint. Please provide your complaint in writing so that we have a clear record of the issue. When submitting a complaint, include:
Your full name and contact details
Your moving date and any reference number provided
The address you moved from and to, if applicable
A clear description of what happened and when it occurred
The names or descriptions of any staff involved, if known
Details of any conversations already held about the issue
Copies of any relevant documents such as estimates, invoices or photographs
Please also tell us what outcome you are seeking, for example an explanation, apology, correction of an error, or consideration of compensation where appropriate.
Acknowledgement of Your Complaint
Once we receive your formal complaint in writing, we will acknowledge it within a reasonable timeframe. The acknowledgement will confirm that we have received your complaint and will outline the next steps in the process. We may contact you to request further information if we need clarification in order to carry out a full investigation.
How We Investigate Complaints
We aim to investigate all complaints thoroughly, objectively and fairly. This may include:
Reviewing your booking details, inventory and move plan
Examining our internal notes, job sheets and any tracking records
Speaking with the crew members or office staff involved
Reviewing photographs or other evidence provided by you or our teams
Checking any relevant terms and conditions or agreed instructions
Where necessary, we may arrange a follow-up visit to assess any reported damage or issues in person, particularly in relation to property or goods moved.
Response and Resolution Timescales
We aim to provide a full written response to your complaint within a reasonable period after acknowledging it, depending on the complexity of the matter and the information required. If we are unable to conclude our investigation within that time, we will let you know and provide an updated timescale, together with an explanation of the delay.
Our response will aim to:
Summarise the complaint and the issues raised
Explain the steps we have taken to investigate
Set out our findings and any relevant supporting information
Provide our decision and the reasons for it
Detail any proposed remedies or next steps
Possible Outcomes
Depending on the outcome of our investigation, we may decide to:
Offer an apology and explanation
Correct errors in our records or documentation
Take practical steps to resolve any outstanding service issues
Consider financial remedies in line with our terms and conditions and any applicable insurance or liability limits
Review our internal processes, staff training or systems to prevent a recurrence
We will explain clearly what we can and cannot do in response to your complaint and the reasons for our decisions.
If You Are Not Satisfied
If you are unhappy with our final response, you may request a further review. Please set out which aspects of our decision you disagree with and provide any additional information you feel is relevant. We will consider whether any further internal review is appropriate and inform you of the outcome.
Where applicable, you may also be able to seek independent advice about your rights as a consumer in relation to removal services.
Your Responsibilities
To help us handle your complaint efficiently, we ask that you:
Raise concerns as soon as possible after the issue arises
Provide clear, accurate and complete information
Retain any relevant documents or evidence, such as photographs of damage
Communicate with our staff courteously and respectfully
Respond to our requests for further information in a timely manner
This cooperation allows us to investigate thoroughly and arrive at a fair outcome.
Continuous Improvement
We review complaints regularly to identify patterns, trends and areas for improvement in our moving and storage services. Feedback from complaints is used to inform staff training, updates to procedures, and improvements to our planning and communication, helping us enhance the experience for all customers who use our removal services.
Policy Review
This Complaints Procedure is reviewed periodically to ensure that it remains clear, effective and in line with good practice for removal and relocation services. Updated versions will apply to any new complaints raised after the date of revision.
