Complaints Procedure
Maida Vale Movers Complaints Procedure
Maida Vale Movers is committed to delivering reliable, professional and courteous removals services. We recognise that, on occasion, customers may feel dissatisfied with some aspect of our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for handling complaints about our home and office moving services, packing, storage arrangements, or any associated activities carried out by Maida Vale Movers and our personnel.
This procedure aims to ensure that complaints are:
Handled promptly, politely and in a straightforward manner; Treated seriously and investigated thoroughly; Resolved wherever possible to the satisfaction of all parties; Used as an opportunity to improve our services and internal processes.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the standard or quality of service you have received from Maida Vale Movers. Examples include, but are not limited to:
Concerns about how your move was planned or managed; Issues relating to staff behaviour, conduct or communication; Disputes about charges, quotations or invoicing; Concerns regarding the handling, packing, loading, transport, or unloading of your belongings; Allegations of loss or damage to property; Delays or missed time slots that have significantly affected your plans.
We distinguish between a request for information or a minor issue that can be resolved immediately, and a formal complaint that requires investigation. If you are unsure which applies, we will clarify this with you.
3. How to Make a Complaint
You may make a complaint in writing or verbally. Written complaints are generally easier for us to investigate thoroughly, as they allow us to keep a clear record of your concerns in your own words. When making a complaint, please provide as much detail as possible, including:
Your full name and the address where the service was provided; The date of your move or booking; A clear description of the issue, including what happened and when; The names of any staff involved, if known; Any supporting information you feel is relevant, such as photographs or reference numbers; How you would like us to put things right, if you have a preferred outcome.
Complaints should be raised as soon as reasonably possible after the issue occurs, so that we can investigate while details remain clear and records are readily available.
4. Acknowledgement of Your Complaint
Once we receive your complaint, we will acknowledge it within a reasonable period. In our acknowledgement, we will:
Confirm that we have received your complaint; Provide the name or role of the person responsible for handling your case; Outline the next steps and expected timescales for investigation and response.
If we require further information to understand or progress your complaint, we may contact you to clarify details before beginning the full investigation.
5. Our Investigation Process
All complaints are handled impartially and as efficiently as possible. Depending on the nature and seriousness of the complaint, the investigation may involve one or more of the following steps:
Reviewing your booking details, written correspondence and service records; Speaking with the team members who were involved in your move; Assessing any photographs, inventories or signed documents; Inspecting any relevant internal systems or operational notes.
We will consider your account of events alongside our records and any staff statements. Our aim is to establish what happened, why it happened, and what we can do to resolve or prevent a recurrence.
6. Our Response and Possible Outcomes
Following our investigation, we will provide you with a written or verbal response setting out:
A summary of your complaint as we understand it; The steps we took to investigate; Our findings and conclusions; Any actions we propose to take.
Depending on the circumstances, possible outcomes may include:
An apology and explanation; Practical steps to remedy the issue where possible; A review of internal procedures, staff training or supervision; Where relevant and appropriate, consideration of financial adjustments in line with our terms and conditions and any applicable insurance or liability provisions.
We will clearly explain the reasons for our decision and the basis on which it has been made.
7. Timescales
We aim to resolve complaints as quickly as reasonably possible. Straightforward complaints may be resolved within a short period, while more complex matters involving multiple parties, significant loss or damage, or detailed records may take longer.
If we are unable to provide a full response within our usual target timescales, we will let you know, explain the reasons for any delay, and give you an updated indication of when you can expect a final outcome.
8. Escalating Your Complaint
If you are dissatisfied with the outcome of our initial investigation or feel that your complaint has not been handled fairly, you may request that it be reviewed at a higher level within Maida Vale Movers.
When requesting an escalation, please explain which aspects of our response you disagree with and provide any additional information you believe is relevant. The review will be carried out by a person who was not directly involved in the original investigation wherever possible, to ensure an additional level of independence.
9. Your Responsibilities
To help us resolve your complaint effectively, we ask that you:
Provide accurate and complete information about what has happened; Respond to our requests for further details within reasonable timescales; Treat our staff with courtesy and respect throughout the process; Refrain from making unfounded allegations or using abusive language.
We may decide not to proceed with a complaint if it is found to be malicious, repetitive without new evidence, or if behaviour is unreasonable or abusive. However, this will be considered carefully and only in exceptional circumstances.
10. Learning and Service Improvement
Every complaint gives us an opportunity to review our performance and improve the way we provide removals and related services. We regularly analyse complaints to identify recurring issues, training needs or process changes that can enhance customer experience and reduce the likelihood of similar problems occurring in future.
11. Changes to this Complaints Procedure
Maida Vale Movers may update this Complaints Procedure from time to time to reflect changes in our services, operational practices or applicable guidance. The version in effect at the time we receive your complaint will be the procedure that governs how your complaint is handled.
If you have any concerns about this procedure or are unsure how it applies to your situation, you may contact us to request clarification before submitting a formal complaint.
