Complaints Procedure
Islington Movers Complaints Procedure
This Complaints Procedure explains how customers of Islington Movers can raise concerns about our removals and related services, and how we will respond. Our aim is to resolve any issues fairly, consistently and as quickly as possible, while using feedback to improve our home and office moving services.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and accessible process for customers who are dissatisfied with any aspect of our services, including moves, packing, storage arrangements, punctuality, conduct of staff, or the accuracy of information provided before, during or after a move.
This procedure applies to all customers who have booked or received services from Islington Movers, whether for domestic or commercial removals.
2. What Is Considered a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, about the standard of service, actions or lack of actions by Islington Movers or anyone acting on our behalf.
Examples include, but are not limited to:
Concerns about delays, missed appointments or schedule changes without adequate notice. Dissatisfaction with how belongings were handled, packed, loaded, transported or unloaded. Issues relating to damage, loss or missing items connected to a move. Concerns about staff behaviour, attitude or communication. Disputes regarding charges, quotations, invoices or payment terms. Concerns that information given before booking or before the move was unclear or misleading.
General feedback, suggestions or reviews are not treated as formal complaints unless you specifically tell us that you wish the matter to be handled under this Complaints Procedure.
3. How to Make a Complaint
You can raise a complaint in writing or by speaking to us. Putting your complaint in writing helps us understand the issue clearly and create a detailed record, which can support a faster and more accurate resolution.
When submitting a complaint, please provide as much of the following information as you can:
Your full name and any company name associated with the booking. The date of your move or scheduled service. Your booking or reference number, if available. A clear description of what happened, including key dates and locations. The names or descriptions of any staff involved, if known. Details of any financial loss, damage or inconvenience suffered. Copies or descriptions of any supporting evidence such as photographs, inventories, invoices or correspondence. How you would ideally like us to resolve the matter.
If you initially raise your complaint verbally and it is not resolved immediately, we may ask you to confirm the details in writing so that a formal investigation can be carried out.
4. Stages of the Complaints Process
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal system. We aim to acknowledge all written complaints within three working days. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process.
Stage 2: Investigation
A manager or suitably senior member of staff will review your complaint. This may involve:
Checking booking records, inventories and any agreed service details. Speaking with the moving crew or staff involved. Reviewing photographs, condition reports or other available evidence. Considering any relevant terms and conditions applicable to your booking.
We aim to complete our investigation and provide a substantive response within 14 working days of acknowledging your complaint. If the matter is complex or requires additional time, we will let you know and provide an updated timeframe.
Stage 3: Response and Outcome
After the investigation, we will send you a written response setting out:
Our understanding of your complaint. The steps we have taken to investigate the matter. Our findings and conclusion. Any corrective action or remedy we are prepared to offer, where appropriate.
Possible outcomes may include an explanation or clarification, an apology, corrective work, service improvements, or, where justified under our terms, a financial or other form of remedy.
Stage 4: Escalation
If you remain dissatisfied with our response, you may ask for your complaint to be reviewed at a higher level within the company. Your request should clearly explain why you do not agree with the initial outcome and what you believe would be a fair resolution.
A senior member of our team will then re-examine the complaint, the evidence considered and the decision made. We will respond to escalated complaints as promptly as possible, usually within 14 working days, and will confirm our final position.
5. Time Limits for Raising Complaints
We encourage customers to raise concerns as soon as possible, as this enables us to investigate while events are still recent and records are readily accessible.
For issues relating to the condition of items, damage or loss connected to a removal, we ask that you notify us as soon as reasonably practical after the move, and provide supporting evidence such as photographs and inventories.
6. Supporting Evidence and Access to Information
To investigate your complaint thoroughly, we may need to refer to documentation related to your booking and service delivery. We may ask you to provide or confirm details and evidence to support your account of events.
We handle all personal information in line with applicable data protection principles and use it only for the purpose of handling your complaint and improving our services.
7. Fairness, Confidentiality and Respect
All complaints are treated seriously and handled with impartiality. We will not treat you less favourably for raising a concern in good faith. Our staff are expected to be courteous and professional at all times, and we ask that customers treat our team with the same respect throughout the complaint process.
Information relating to your complaint will be shared internally only with those who need it to investigate and resolve the issue or to improve our services.
8. Continuous Improvement
Islington Movers values feedback as an important tool for maintaining and improving the quality of our removals services. We regularly review complaints to identify patterns, recurring issues and opportunities to refine our processes, staff training and customer communications.
By following this Complaints Procedure, we aim to address your concerns fairly and to maintain confidence in the reliability and professionalism of our moving services.
