Complaints Procedure
Complaints Procedure for Colliers Wood Movers
Colliers Wood Movers is committed to providing a reliable and professional removals service for households and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise any concerns about our services, how we will handle your complaint, and what you can expect from us throughout the process.
Our commitment to you
We aim to address all complaints fairly, consistently and promptly. We will listen carefully, investigate thoroughly and use the outcome to improve our home and office moving services. We treat every complaint as an opportunity to review our performance and customer care.
We will always aim to:
1. Acknowledge your complaint and understand what went wrong from your perspective.
2. Investigate the facts in a calm and impartial way.
3. Provide a clear explanation and, where appropriate, a remedy.
4. Keep you informed about the progress of your complaint.
5. Use your feedback to improve our removals operations and customer service.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, whether or not you believe you have suffered loss or damage. This may include:
1. Concerns about how your move was planned or carried out.
2. Issues with punctuality, behaviour or professionalism of staff.
3. Problems with packing, loading, transportation or unloading of goods.
4. Queries about charges, invoices or changes to your quotation.
5. Concerns about communication before, during or after the move.
6. Damage, loss or delay relating to your belongings or property.
You do not need to use legal language or quote policies. Simply explain what happened and what you would like us to review.
How to make a complaint
In the first instance, we encourage you to raise any concerns with the team member supervising your move or with our office as soon as possible. Early communication often allows practical issues to be resolved quickly during your move or shortly afterwards.
If your concern is not resolved informally, or you prefer to make a formal complaint straight away, you can do so in writing. When submitting a complaint, please include:
1. Your full name and current contact details.
2. The date of your move and any reference or booking number, if available.
3. A clear description of what happened and when it occurred.
4. Details of any loss, damage or inconvenience you believe you have suffered.
5. Copies of any relevant documents you wish us to consider, such as inventory lists, photographs, or written quotations.
6. What outcome you are seeking, for example an explanation, an apology, a correction, or financial consideration.
Time limits for raising complaints
To help us investigate effectively, please notify us of any concerns as soon as you can after your move or after becoming aware of a problem. For claims relating to damage or loss of items, we ask that you tell us within a reasonable time, supported by any available evidence. Prompt notification allows us to review job records, speak to the crew and assess the situation accurately.
How we handle your complaint
Once we receive your complaint in writing, we will follow these stages.
1. Acknowledgement:
We will acknowledge your complaint and confirm that it is being investigated. Where possible, we will let you know who will be handling the matter.
2. Investigation:
We will review all available information relevant to your move, which may include job sheets, inventories, photographs, crew reports and any previous communication. We may contact you to ask for further details or clarification.
3. Assessment:
We will consider what went wrong, whether our service met our internal standards and industry expectations, and whether any loss or inconvenience occurred as a result.
4. Outcome and response:
Once the investigation is complete, we will write to you with a clear explanation of our findings and any steps we propose to take. This may include an apology, an explanation, practical corrective action, or, where appropriate, consideration of compensation in line with the terms and conditions of our removals service.
Timeframes for responses
We aim to deal with all complaints as quickly as reasonably possible. Actual timescales may vary depending on the complexity of the matter, but we will always aim to keep you updated on progress. If we are unable to provide a full response within a reasonable time, we will let you know and explain why further time is required.
Escalating your complaint
If you are not satisfied with the outcome of your complaint, you may request that it is reviewed by a more senior member of our team. Please explain why you remain dissatisfied and what further outcome you are seeking. We will then carry out a further review, which may involve re-examining evidence and any new information you provide.
Following this review, we will provide a final written response setting out our position. This will conclude our internal complaints process.
Confidentiality and data protection
We treat all complaints with sensitivity and respect. 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 requirements. We handle personal data in line with our privacy practices and applicable data protection laws.
Using complaints to improve our removals services
Feedback from customers is essential to improving our local and regional removals work. We review complaints regularly to identify patterns, training needs and opportunities to improve the way we plan moves, protect property, handle belongings and communicate with customers.
By following this Complaints Procedure, Colliers Wood Movers aims to ensure that every concern is heard, every issue is investigated fairly, and every reasonable step is taken to put things right wherever possible.
