Complaints Procedure
Croydon Movers Complaints Procedure
Croydon Movers is committed to providing reliable, professional removal services and to handling any concerns quickly and fairly. This complaints procedure explains how you can raise a complaint, how we will deal with it, and what you can expect from us at each stage. It applies to all customers who use our home or business removals, packing, or related moving services.
Our Commitment To You
We aim to deliver a smooth, efficient moving experience. If something goes wrong, we want to know about it so we can put it right and improve our service. Every complaint is taken seriously and is handled with respect, confidentiality, and without prejudice. We will always strive to be transparent, to explain our decisions, and to resolve matters as quickly as possible.
What Counts As A Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of our services, the conduct of our staff or contractors, or the way we have carried out a contract. This can include issues such as service delays, missed appointments, damage to property or belongings, billing concerns, or the attitude and behaviour of our team.
If you are unsure whether your concern counts as a complaint, raise it with us and we will treat it appropriately. You do not have to use the word complaint for this procedure to apply.
How To Make A Complaint
You can raise a complaint at any time during or after your move. We recommend that you provide as much detail as possible, including your full name, service address, the date of your move or booking, and a clear description of the issue. You may also provide photographs or any relevant documents to help us understand the situation.
Complaints can be made verbally to a team member or in writing. Written complaints are often helpful where the issue is complex or involves damage or loss, as it allows us to review the facts carefully. If you make a verbal complaint, we may ask you to confirm the details in writing so we can keep a clear record.
Stage One: Frontline Resolution
Where possible, we aim to resolve complaints at the first point of contact. If you raise a concern with a removal team member on the day of your move, they will try to address it immediately or refer it to their supervisor. If you contact our office, the member of staff you speak to will try to resolve the matter informally by clarifying information, correcting any mistakes, or arranging a practical solution.
Many complaints can be resolved quickly at this stage. If you are satisfied with the outcome, no further action is needed. If you are not satisfied, or if your complaint is complex, it will be escalated to a formal investigation.
Stage Two: Formal Investigation
For complaints that cannot be resolved informally, we will log your complaint and begin a formal investigation. An appropriate manager or senior member of staff will review your concerns, gather information from the relevant team members, check any documentation and, where necessary, inspect any evidence such as photographs of alleged damage or records of work completed.
We will acknowledge your complaint and explain that it is being investigated. During the investigation, we may contact you to request further information or to clarify details. This helps us ensure we fully understand your experience and can consider all relevant facts.
Once the investigation is complete, we will provide you with a written response explaining our findings, any actions we have taken, and any remedies we are offering. Where we identify that we have not met our standards, we will apologise and explain how we will seek to prevent a similar issue in future.
Timeframes For Handling Complaints
We aim to acknowledge all written complaints promptly. We then aim to provide a full response within a reasonable timeframe, taking into account the nature and complexity of the complaint. Some matters, such as alleged loss or damage to goods during a removal, may require more detailed investigation and coordination with insurers. In such cases, we will keep you informed of our progress and the reasons for any delay.
Remedies And Outcomes
Where a complaint is upheld, the outcome may include an apology, clarification of information, remedial work, a gesture of goodwill, or other appropriate remedies that align with the terms and conditions of our removal services and any applicable insurance cover. Any financial settlement will be considered in line with our contractual obligations and industry practice.
Where a complaint is not upheld, we will explain clearly the reasons for our decision and the evidence we relied upon. You will still have the opportunity to challenge our decision through further review, as described below.
Escalation And Further Review
If you are dissatisfied with the outcome of the formal investigation, you can request that your complaint be reviewed by a more senior manager. In doing so, please explain why you are unhappy with the initial decision and what outcome you are seeking. We will then re-examine the complaint, the investigation process, and the decision already made, and will issue a final response.
Our final response will mark the end of this internal complaints procedure. Any further options you may have outside Croydon Movers, such as independent advice or legal routes, will depend on your individual circumstances and the terms of your contract.
Respectful Communication
We are committed to treating all customers with courtesy and respect and we expect the same in return. We understand that moving can be stressful, particularly when problems arise. Our staff will do their best to listen and support you, but we may limit or manage contact where communication becomes abusive or threatening. This will not affect our duty to investigate and respond to genuine complaints.
Using Feedback To Improve Our Service
Every complaint provides us with valuable feedback. We record and monitor complaints related to our local and regional removal services, including domestic moves, office relocations, and storage-related work. We regularly review these records to identify trends, training needs, and opportunities to improve our processes, customer service, and handling of goods in transit.
By following this complaints procedure, we aim to resolve issues fairly and promptly while continuing to refine the quality and reliability of our moving services.
