Complaints Procedure
Streatham Movers Complaints Procedure
Streatham Movers is committed to delivering a reliable and professional removals service. If something goes wrong, we want to know about it and put it right as quickly and fairly as possible. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.
Purpose and scope
This procedure applies to all customers who use our removal, packing, loading, unloading, or related services. It covers complaints about service quality, conduct of our staff or contractors, damage or loss of items, delays, communication issues, and any other matter where you believe we have not met our obligations.
We treat all complaints seriously, whether they are made during the move, immediately after, or at a later date. Our aim is to resolve issues promptly, transparently, and in a way that is fair to all parties.
Raising a concern informally
Where possible, we encourage you to raise any concerns informally in the first instance. Often, issues during a move can be resolved quickly by speaking directly with the team on site or your usual contact at Streatham Movers.
If you raise a concern informally, we will do our best to resolve it straight away. If you are not satisfied with the outcome, or if the matter is more serious or complex, you should follow the formal complaints process described below.
How to make a formal complaint
You can make a formal complaint in writing, providing as much detail as possible about the issue. Written complaints help us to investigate thoroughly and keep an accurate record of what has happened.
When submitting your complaint, please include the following information:
Your full name and preferred contact details.
Your booking or reference number, and the date of the move or service.
A clear description of what went wrong, including key dates, locations, and people involved where relevant.
Details of any damage, loss, or other impact you have experienced.
Any supporting evidence you may have, such as photographs, inventory lists, or written notes.
What outcome or resolution you are seeking, if you have something specific in mind.
If you need help setting out your complaint in writing, please let us know and we will do our best to support you.
Acknowledgement of your complaint
Once we receive your formal complaint, we will acknowledge it in writing. Our acknowledgement will normally be sent within five working days. In the acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process.
If we require any additional information to begin our investigation, we will request it at this stage. Providing complete and accurate information will help us to investigate more efficiently.
Investigation process
After acknowledging your complaint, we will carry out a thorough investigation. This may include:
Reviewing your booking details, move plan, and any service agreements.
Speaking with the staff or contractors involved in your move.
Reviewing photographs, inventories, condition reports, or any other relevant documentation.
Assessing any loss or damage in line with our terms and conditions and applicable insurance arrangements.
Considering whether our policies and procedures were followed correctly.
We aim to complete our investigation and provide a full response within 28 days of acknowledging your complaint. If the matter is particularly complex or requires further time, we will let you know and provide an updated timescale.
Our response and proposed resolution
At the end of our investigation, we will send you a written response that sets out:
A summary of your complaint as we understand it.
The steps we have taken to investigate the matter.
Our findings and whether we uphold your complaint in full, in part, or not at all.
Any proposed resolution, which may include an apology, corrective action, service adjustment, or financial settlement in line with our terms and conditions and any insurance cover in place.
Where we do not uphold your complaint, we will explain our reasons clearly and refer to any evidence or policy considerations that support our decision.
If you are unhappy with the outcome
If you are not satisfied with our response, you may ask for your complaint to be reviewed. To do this, you should respond in writing, explaining which aspects of the decision you disagree with and why. You should include any additional information or evidence that you believe has not been considered.
A review will normally be carried out by a senior member of the team who was not directly involved in the original investigation. We will aim to complete this review and issue a final written response within 21 days of your request for a review.
Time limits for submitting complaints
To help us investigate effectively, we ask that complaints are raised as soon as reasonably possible after the event. Where your complaint relates to damage or loss of items, you should notify us promptly after the move or as soon as the issue comes to your attention.
We may be unable to investigate fully where significant time has passed, records are no longer available, or items can no longer be inspected. However, we will always consider the circumstances and do what we reasonably can to review your concerns.
Confidentiality and data protection
All complaints are handled with appropriate confidentiality. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations. We handle personal data in accordance with applicable data protection laws and our privacy practices.
Continuous improvement
Streatham Movers views complaints as an important opportunity to learn and improve. We monitor and review complaints on a regular basis to identify trends, training needs, and changes that may be required to our procedures, communication, and service delivery.
By providing feedback, you help us maintain and enhance the quality of our removal and related services for all customers.
Status of this Complaints Procedure
This Complaints Procedure is intended to be clear, fair, and accessible. It does not remove or limit any rights you may have under law or under the terms and conditions that apply to your booking. We may update this procedure from time to time to reflect changes in our services, legal requirements, or best practice. The version in force at the time you submit your complaint will apply to the handling of that complaint.
