Complaints Procedure
Clapham Movers Complaints Procedure
Clapham Movers is committed to providing a professional and reliable removals service, from household moves to office relocations and storage handling. We recognise that, on occasion, 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 at each stage.
Purpose of This Complaints Procedure
The purpose of this procedure is to give all customers a clear and fair route for resolving problems connected to our moving and storage services. It applies to any complaint about our work, including packing, loading and unloading, transport, storage, timings, conduct of staff, and administration such as quotes and documentation.
This procedure is designed to make sure your concerns are taken seriously, investigated objectively, and resolved as quickly as possible.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services where you would like a response. This may include, but is not limited to:
Concerns about how your belongings were handled during packing, loading, transit, unloading or storage. Issues about punctuality, missed appointments or delays not explained at the time. Disputes about the quality of work carried out at your property or at a storage facility. Concerns about our team members behaviour or professional conduct. Questions or disputes about charges, invoices or the details of your quotation. Dissatisfaction with how a previous issue or enquiry was handled.
If you are unsure whether your issue counts as a complaint, you can still raise it with us. We will treat your feedback seriously and advise you on the most suitable next steps.
How to Make a Complaint
You can make a complaint in writing. Providing information in writing helps us to review the details clearly and keep an accurate record of what has happened.
When submitting your complaint, please include the following where possible:
Your full name and the address where the moving or storage service was carried out. The date of your move, relocation or storage service. A clear description of what went wrong and when it happened. Any actions already taken to try to resolve the issue. Any supporting information such as inventory descriptions, photographs, or reference numbers.
We encourage you to raise your complaint as soon as possible after the issue arises so that we can investigate promptly.
Our Acknowledgement and Timescales
Once we receive your complaint in writing, we will acknowledge it. In our acknowledgement, we will confirm that your complaint has been logged and is being reviewed, as well as outline the next steps in the process.
We aim to provide a full written response within a reasonable timeframe. If the matter is complex or requires information from third parties, our investigation may take longer. In such cases, we will keep you informed of progress and let you know when you can expect a further update.
How We Investigate Your Complaint
We aim to handle all complaints fairly, objectively and without unnecessary delay. Depending on the nature of your complaint, our investigation may include:
Reviewing your original booking, quotation and any related documents. Checking service records, schedules and notes from the day of the move or storage handling. Speaking with the team members involved, including drivers, movers and office staff. Examining any photographs, inventory lists or condition reports. Considering any applicable terms and conditions agreed before your move.
We will look at all the available information to understand what has happened, why it occurred, and whether our service has fallen short of our standards or of our contractual obligations.
Our Response and Possible Outcomes
When we have completed our investigation, we will send you a written response. This will set out:
A summary of your complaint. The steps we took to investigate it. Our findings and our decision. Any actions we propose to take to put things right.
Depending on the outcome, potential resolutions may include an apology and explanation, corrective action to resolve outstanding service issues, or other appropriate remedies in line with our terms and conditions and any applicable consumer protections.
If You Are Not Satisfied With Our Response
If you feel that your complaint has not been resolved after our written response, you may contact us again in writing, explaining why you remain dissatisfied and what outcome you are seeking. We will then review the complaint a second time, which may involve a more senior member of our team.
We will aim to complete this review within a reasonable timeframe and will provide a further written response, confirming our final position on the matter. At this point, we will let you know whether there are any external routes for further escalation that may be available to you.
Your Responsibilities When Making a Complaint
To help us deal with your complaint effectively, we ask that you:
Raise your concerns as soon as possible after the issue occurs. Provide clear, accurate and complete information about what has happened. Keep any relevant documents or evidence that may help our investigation. Communicate with our team in a respectful way so we can work together towards a solution.
We reserve the right to end communications where behaviour is abusive, threatening or clearly unreasonable. However, the substance of your complaint will still be considered based on the information we hold.
Continuous Improvement
Clapham Movers uses feedback and complaints to improve our services across our removal and storage operations. Trends and recurring issues identified through complaints are reviewed so that we can refine our processes, update training for staff, and improve how we communicate with customers before, during and after a move.
By following this Complaints Procedure, we aim to resolve individual issues fairly and maintain a high standard of professional service for all customers.
