Complaints Procedure
Complaints Procedure for St John's Wood Movers
St John's Wood Movers is committed to delivering reliable, professional removals services and to handling any concerns quickly, fairly and transparently. This complaints procedure explains how you can raise an issue, what you can expect from us, and the steps we will take to put matters right where we have fallen short.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and accessible process for customers who wish to complain about any aspect of our removal, packing, storage or related services. It applies to all domestic and commercial customers who have used, or attempted to use, our services. By following this procedure, we aim to resolve problems promptly and to learn from feedback so that we can continually improve our service across our operating areas.
What We Consider a Complaint
A complaint is any expression of dissatisfaction about the standard of service you have received or about the way a service has been delivered. This may include issues such as punctuality of our moving teams, conduct of staff, handling of belongings, adherence to agreed quotations, accuracy of information provided, or the way a previous concern has been addressed. A complaint can be raised even if you are not seeking financial compensation, for example if you are unhappy with communication during your move.
How to Make a Complaint
We encourage you to raise any concern as soon as possible so that we can respond while details are still fresh. You may make a complaint verbally or in writing. When submitting a complaint, please include the following information where possible to help us investigate effectively:
The name the booking was made under, the date of your move or proposed move, the service type you booked, a clear description of what went wrong, the date and time the issue occurred, the names or descriptions of any staff involved if known, and any supporting details such as inventory lists, photographs, or copies of relevant documents.
If another person is raising a complaint on your behalf, we may require your consent before discussing specific booking details, in order to protect your privacy and comply with data protection obligations.
Our Complaints Handling Stages
We operate a staged process to make sure every complaint is handled consistently and proportionately, whether it relates to a small inconvenience during a local move or a more complex issue involving multiple services.
Stage 1: Initial Review
Once we receive your complaint, we will acknowledge it as soon as reasonably practical. During the initial review, we will check the details you have provided, confirm we understand the issue, and identify the most appropriate member of our team to handle your case. If we need further information in order to investigate, we will contact you to clarify any points.
Stage 2: Investigation
Your complaint will be investigated by an appropriately senior member of staff who was not directly responsible for the issue complained about wherever possible. The investigation may include reviewing booking records, inventory forms, photographs, crew schedules, and any relevant correspondence, as well as speaking with any team members involved in your move.
We aim to complete our investigation and provide a full response within a reasonable timeframe. If we anticipate any delay, for example because we require additional evidence or need to liaise with third parties such as storage facilities or insurance providers, we will let you know and provide an updated timescale.
Stage 3: Response and Resolution
Once the investigation is complete, we will provide you with a clear response. This will normally include a summary of your complaint, an outline of the steps we took to investigate, our findings, and our decision. Where a complaint is upheld, either in full or in part, we will explain what we propose to do to put matters right. This may include an apology, corrective action, service improvements, or financial remedies where appropriate under our terms and conditions and any applicable insurance cover.
If we do not uphold your complaint, we will explain the reasons for our decision and provide information on any further steps available to you if you remain dissatisfied.
Time Limits for Raising Complaints
To help us investigate effectively, we ask that complaints are raised as soon as possible and normally within a reasonable period after the event or service in question. Time limits for reporting loss or damage to goods, or for making claims under any insurance or liability provisions, are set out in our terms and conditions. These may differ from the general timeframe for complaints, and it is important that you refer to those terms if your concern relates to physical loss or damage.
Fairness, Confidentiality and Data Protection
All complaints will be handled fairly, impartially and with respect for all parties. We do not tolerate abusive or discriminatory behaviour towards our staff or contractors and may restrict communication if necessary to protect our team while still addressing the substance of a complaint.
Information you provide in connection with a complaint will be treated as confidential and used only for the purposes of investigating and resolving your concerns, meeting legal or regulatory obligations, and improving our services. We handle personal data in accordance with our privacy policies and applicable data protection laws.
Learning From Complaints
We view complaints and constructive feedback as an important source of insight into how our removals services perform in practice, including packing support, local moves, longer-distance transport, and storage handling. We regularly review complaint outcomes to identify trends, training needs, and opportunities to improve our processes, communication and customer care. Where we identify areas for improvement, we will implement reasonable changes to help prevent similar issues in the future.
Alternative Steps if You Remain Dissatisfied
If you remain unhappy after we have completed our internal complaints procedure, you may choose to seek independent advice regarding your rights as a consumer or business customer. This may include approaching consumer advice services, mediation schemes, or considering formal legal options where appropriate. Any external route you pursue will depend on the nature of your complaint, the value of any claim, and your individual circumstances.
Review of This Procedure
This complaints procedure is reviewed periodically to ensure it remains accurate, fair and reflective of how St John's Wood Movers operates. We may update it from time to time to reflect changes in our services, legal requirements, or industry practices. The version published by us at the time you raise your complaint will normally apply to the handling of that complaint, unless we notify you otherwise.
