Complaints Procedure
Edgware Movers Complaints Procedure
Edgware Movers is committed to providing a professional, reliable and courteous removals service. However, we recognise that occasionally 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 every stage. It applies to all customers using our moving, packing, storage and associated services.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for dealing with complaints about our services. It is designed to ensure your concerns are taken seriously, handled promptly, and used to improve the way we operate. We aim to resolve issues as quickly as possible and to learn from any problems that arise during local or longer-distance moves.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about the standard of service you have received from Edgware Movers, whether it relates to a specific move, communication, staff behaviour, timescales, or charges. Examples include:
Service not delivered as agreed, such as timing or scope of work. Concerns about how your belongings were handled or protected. Disputes over fees, quotations or additional charges. Issues with the conduct or attitude of our team members. Delays, missed appointments or poor communication before, during or after a move.
Raising a concern or asking a question is not treated negatively. We welcome feedback as an opportunity to put things right and improve.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage you to provide as much detail as possible so we can investigate effectively. Please include:
Your full name and, if relevant, your booking reference. The date and location of the service. A clear description of what went wrong. Any steps already taken to resolve the issue informally. The outcome you are seeking, where applicable.
Complaints can be made to any member of our office or management team. Verbal complaints will be written up by us to ensure accuracy, and we may ask you to confirm the details.
Timescales for Raising a Complaint
We ask that you raise any complaint as soon as possible after the issue occurs, and ideally within a reasonable period following the date of your move or related service. Prompt notification helps us gather accurate information from staff, review relevant paperwork and, where relevant, assess any damage or loss. Complaints raised at a much later date may be more difficult to investigate fully, although they will still be considered.
Our Complaints Handling Stages
We aim to deal with complaints in a structured and transparent way. Our process has two main stages.
Stage One: Initial Review and Response
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. During Stage One we will:
Record your complaint in our internal log. Review your account, booking details and any relevant documents. Speak with the staff involved in your move or enquiry. Where appropriate, ask you for additional information or evidence.
We will then provide a written or verbal response explaining our findings, any steps we have already taken, and any proposals to resolve the matter. We aim to complete this initial review within a practical and fair timescale, taking into account the complexity of the issue.
Stage Two: Further Review
If you are not satisfied with the Stage One outcome, you may request a further review. At this stage, your complaint will be reconsidered, where possible, by a different member of the management team who was not directly involved in the original handling of the matter.
This review may involve:
Re-examining all the information already collected. Considering any new evidence you wish to provide. Reviewing whether our procedures have been followed correctly. Assessing whether our initial decision and proposed remedy were reasonable and fair.
On completion, we will provide a final written response setting out our conclusions and any further actions we will take.
Possible Outcomes and Remedies
Depending on the findings of our investigation, we may offer one or more of the following where appropriate:
A clear explanation or clarification. An apology where our service has fallen below expectations. Practical steps to remedy the issue, such as corrective work. A goodwill gesture, where considered suitable. Changes to internal procedures or staff training to prevent recurrence.
Any remedy will be tailored to the circumstances of your complaint and will be explained to you clearly.
Complaints Involving Loss or Damage
If your complaint involves alleged loss or damage to your property, we may ask for supporting information such as photographs, proof of value or purchase, and a detailed description of the items concerned. We may also need to check the terms of your contract and any relevant insurance arrangements. Our liability in such cases will be considered in line with our terms and conditions and any applicable law.
Confidentiality and Data Protection
All complaints are handled confidentially. Information will only be shared with staff members who need it in order to investigate and resolve your case. Any personal data you provide will be processed in line with data protection requirements and used solely for dealing with your complaint and improving our services.
Using Feedback to Improve Our Service
We regularly review complaints and feedback to identify trends and areas where our removals and related services can be improved. This may lead to changes in our procedures, staff training, customer communications, or the way we plan and carry out moves. Your feedback, whether positive or negative, helps us maintain and enhance our standards.
Right to Seek Further Advice
This Complaints Procedure does not affect your right to seek independent advice or to pursue any legal remedies that may be available to you. Our intention is to resolve issues amicably and efficiently, but we recognise that you may wish to consider other options if you remain dissatisfied.
Our Commitment
Edgware Movers aims to handle every complaint with fairness, respect and care. We appreciate the trust you place in us when choosing a removals company and we are committed to addressing any concerns in a professional and responsible manner. By following this procedure, we hope to provide clear expectations and a reliable route to resolution when things do not go according to plan.
