Complaints Procedure
Twickenham Movers Complaints Procedure
Twickenham Movers is committed to providing a reliable, efficient and professional removals service. We aim to deliver a smooth experience for every move, from small local flats to large home relocations and storage projects. If something goes wrong, we want to know about it so we can put it right and prevent it happening again.
This complaints procedure explains how you can raise a concern, what information we need from you, how we will respond and the timescales you can expect. It applies to all customers using our removal, packing, storage and related services.
Our Commitment To You
We take all complaints seriously and treat every concern as an opportunity to improve our services. Our aims are to:
Listen carefully to your concerns and understand what has happened from your point of view.
Deal with your complaint promptly, politely and professionally.
Investigate fairly and thoroughly, gathering all relevant information.
Provide a clear explanation of our findings and any decisions we make.
Offer appropriate solutions or remedies where we are at fault.
Use feedback to review and improve our removals processes, training and communication.
What Counts As A Complaint
A complaint is any expression of dissatisfaction about our service, whether justified or not. This can include, for example:
Concerns about the conduct, attitude or professionalism of our moving crew or office staff.
Issues with the quality of the moving service, packing service or storage arrangements.
Damage, loss or delay affecting your household or office contents during your move.
Disputes regarding agreed services, pricing, written quotations or additional charges.
Concerns about communication before, during or after your removal day.
You do not have to use specific language for your concern to be treated as a complaint. If you are unhappy with any aspect of your move, please tell us.
How To Make A Complaint
You can make a complaint in writing or verbally. We encourage written complaints whenever possible, as this helps us record and investigate the issue accurately.
When making a complaint, please provide:
Your full name and the address connected to the move or storage.
Any reference number or job number shown on your quotation or paperwork.
The date of your move or the period of storage.
A clear description of what went wrong, including key dates and times where possible.
Any supporting details that may help, such as inventory notes or photographs of damage.
What you feel would be a fair and reasonable outcome.
Raising your complaint as soon as possible after the issue arises will help us investigate thoroughly and resolve matters more quickly.
Initial Handling And Acknowledgement
Once we receive your complaint, we will:
Record your details and the nature of the complaint in our internal system.
Assign your complaint to a member of our management team who is responsible for handling it.
Acknowledge your complaint and confirm that it is being investigated.
At this stage, we may contact you if we need more information or clarification in order to proceed.
Our Investigation Process
The manager handling your complaint will then carry out a factual and impartial investigation. This may include:
Reviewing your quotation, inventory, terms and conditions and any other relevant paperwork.
Checking schedules, route plans and any tracking or timing records related to your move.
Speaking with the moving crew, office staff or third parties involved in the service.
Reviewing any photographs, videos or correspondence supplied by you or our team.
Assessing any damage reports or insurance documentation if applicable.
Our aim is to fully understand what happened, why it occurred and what steps may be appropriate to resolve the matter.
Timescales For Response
We aim to resolve complaints as quickly as possible. In most cases:
We will provide an initial response within a reasonable period to confirm that we are investigating.
We will aim to complete our investigation and send you a detailed outcome within a fair and practical timeframe, depending on the complexity of the issue.
If we require more time, for example where detailed damage assessments or third-party input are needed, we will let you know and keep you updated on progress.
Outcome Of Your Complaint
Once our investigation is complete, we will write to you with our findings. Our response will normally include:
A summary of the issues you raised.
An explanation of what we found during our investigation.
Our conclusion on whether your complaint is upheld in full, in part, or not upheld.
Details of any action we will take, which may include an apology, service improvements, staff training or, where appropriate and in line with our terms, financial or practical remedies.
Where your complaint relates to loss or damage, we will also explain any steps required in connection with claims procedures or insurance, according to the cover selected for your move.
If You Are Not Satisfied With The Outcome
If you remain unhappy after receiving our final response, you may ask us to review the decision. In doing so, please clearly explain which aspects of our findings or resolution you disagree with and why.
A senior member of our team, not previously involved in the original investigation, will then carry out a review of both your complaint and our handling of it. They may contact you for further information and will provide you with a final position once this review is completed.
Fairness, Confidentiality And Data
We handle all complaints fairly and without discrimination. Making a complaint will not affect any current or future services you receive from Twickenham Movers.
Information you provide as part of a complaint will be treated as confidential and handled in accordance with relevant data protection requirements. We will only share details where necessary to investigate and resolve your complaint or where we are required to do so by law.
Continuous Improvement
We regularly review all complaints and feedback to identify trends and areas where our removals, packing and storage services can be improved. This may result in updates to our procedures, staff training, communication and quality controls.
By raising your concerns, you help us maintain high standards and continue to improve the moving experience for all customers.
We appreciate the opportunity to address any issues you may have with Twickenham Movers and are committed to working with you towards a fair and timely resolution.
