Complaints Procedure
Tooting Movers Complaints Procedure
This Complaints Procedure explains how Tooting Movers will handle any concerns or complaints you may have about our removals and related services. Our aim is to resolve issues fairly, consistently and as quickly as possible, while learning from feedback to improve our service.
Our Commitment to You
Tooting Movers is committed to providing a reliable, careful and professional moving service. If something goes wrong, we want to know about it so that we can put it right where possible and prevent similar issues in future. All complaints are taken seriously, handled respectfully and recorded for quality control and staff training.
What This Procedure Covers
This procedure applies to complaints relating to our work as a removals company, including but not limited to:
Service quality, punctuality or conduct of our moving teams.
Handling, packing, loading, transportation and unloading of your belongings.
Damage to property or goods associated with a move.
Billing, quotations, and information given before or during your move.
Customer service issues, communication or administrative errors.
This procedure does not cover matters that fall outside our services, such as issues solely under the responsibility of third parties or matters already being dealt with by insurers, mediators or legal representatives.
Informal Resolution in the First Instance
In many cases, concerns can be resolved quickly by speaking directly with the team you have been dealing with.
If your move is ongoing, you can raise a concern with the on-site team leader at the time of the issue where this is safe and practical to do so. They will do their best to address the matter immediately.
If your move has finished, you can contact our office to explain the problem and any outcome you are seeking. Where possible, we will try to resolve your concern informally and promptly without the need for a formal complaint.
How to Make a Formal Complaint
If you are not satisfied with an informal resolution, or if the matter is serious, you may make a formal complaint. Please provide your complaint in writing so that we have a clear record of the issues raised and can investigate thoroughly.
When submitting your complaint, please include:
Your full name and the address where the move took place or was scheduled.
The date of your move and any relevant reference numbers you may have been given.
A clear description of what went wrong, including key dates, times and people involved where known.
Details of any damage, loss or specific incidents that you wish to bring to our attention.
Copies of any relevant documents, such as quotations, inventory lists or photographs of damage.
What you would consider a fair resolution, for example an explanation, apology, corrective action or compensation assessment.
Submitting as much detail as possible at the outset helps us to investigate your complaint thoroughly and without unnecessary delay.
Acknowledgement of Your Complaint
Once we receive your formal complaint in writing, we will log it in our internal complaints register. We will then acknowledge receipt of your complaint within a reasonable time frame. Our acknowledgement will confirm that your complaint has been received, outline the next steps and provide an estimated timescale for our investigation and response.
How We Investigate Complaints
Your complaint will be reviewed by a manager or senior member of staff who was not directly responsible for the issue complained about, wherever practical. The investigation may include:
Reviewing your moving documentation, including quotations, confirmations and any signed forms.
Speaking with the staff involved, including drivers, porters and office staff.
Examining any relevant photographs, videos or written notes taken on the day of the move.
Assessing any evidence you have provided, including images and correspondence.
Where appropriate, we may contact you to request further information or clarification to ensure we fully understand your concerns.
Our Response and Possible Outcomes
Following our investigation, we will provide you with a written response. This will normally include:
A summary of the complaint as we understand it.
An outline of the steps we took to investigate the matter.
Our findings and conclusions.
Any actions we propose to take to resolve the complaint.
Where the complaint is upheld in full or in part, possible outcomes may include:
An explanation or clarification if there was a misunderstanding.
An apology for any inconvenience, poor service or errors.
Corrective action to improve our internal processes or staff training.
Where appropriate and subject to our terms and conditions, a referral to our damage or loss assessment process in line with any applicable insurance or liability arrangements.
If we do not uphold your complaint, we will explain the reasons for our decision based on the evidence available.
Timescales
We aim to provide a full written response to your complaint within a reasonable period after acknowledging it. Where a complaint is complex or further information is required, the investigation may take longer. If this happens, we will inform you of any delay and provide an updated expected timescale for our response.
Escalation if You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed by a more senior manager where this has not already occurred. In doing so, please explain which parts of the decision you disagree with and why. The reviewing manager will consider the original investigation, any new information and whether our response was fair and reasonable in the circumstances. We will then provide you with a final position on your complaint.
Recording and Using Complaint Data
We keep an internal record of all formal complaints, including their nature, outcomes and any service improvements identified. This information is used to monitor trends and improve the standard of our removals and related services. Confidential information is handled sensitively and in line with applicable data protection requirements.
Updates to This Procedure
Tooting Movers may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or regulatory requirements. The version in force at the time you raise your complaint will apply to how your concerns are handled.
If you have any questions about this Complaints Procedure or how it applies to your situation, you can contact us for clarification before or after making a complaint.
