Complaints Procedure
Acton Movers Complaints Procedure
Acton Movers is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put things right and improve our service. 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 of This Complaints Procedure
This procedure is designed to give customers a clear and fair way to raise any dissatisfaction with our services, including house moves, office relocations, packing services, storage handling, or related activities. It applies to all customers who have booked or received services from Acton Movers, whether for local or longer-distance moves.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our removals or associated services. This may include, but is not limited to, concerns about the conduct of our staff, the quality of packing or handling, punctuality, adherence to agreed schedules, damage or loss of items, invoicing issues, or communication during your move.
How to Raise a Complaint
You can submit a complaint in writing or verbally. Written complaints are preferred, as they allow us to record and review the details accurately. When contacting us, please include the following information where possible:
The name under which your booking was made
Your moving date and reference details if available
The address for collection and delivery
A clear description of what went wrong, including relevant dates and times
Any evidence that may assist our investigation, such as photographs, inventories, or correspondence
Any steps you have already taken to resolve the issue informally
Time Limits for Submitting a Complaint
To help us investigate effectively, we ask that you raise your complaint as soon as possible after the issue occurs. For concerns relating to service quality, conduct, communication, or punctuality, you should normally contact us within 14 days of the move. For damage or loss of items, please notify us as soon as you become aware, and no later than the timescales set out in your removals agreement or insurance terms, if applicable.
Informal Resolution
Many issues can be resolved quickly by speaking to a member of our team. If a problem arises during your move, we encourage you to raise it with the team leader on site so we can try to resolve it immediately. If the matter cannot be resolved on the day, or you are not satisfied with the informal response, you may proceed to make a formal complaint under this procedure.
Stage One: Acknowledgement of Your Complaint
Once we receive your formal complaint, we will record it in our internal system. We will normally acknowledge receipt within five working days. Our acknowledgement will confirm that we have received your complaint, provide the name or role of the person responsible for handling it, and outline the next steps and expected timescales.
Stage Two: Investigation
A designated member of our team will carry out a thorough and impartial investigation. This may include reviewing your booking details, inventories, job sheets, photographs, and any relevant documents, as well as speaking to the staff who were involved in your move. We may contact you for further information or clarification if required.
We aim to complete our investigation and provide a detailed written response within 20 working days of acknowledging your complaint. If, for any reason, we are unable to meet this timescale, we will inform you and explain the reason for the delay, along with an updated timeframe.
Stage Three: Our Response and Outcome
Following the investigation, we will write to you with our findings and any proposed resolution. Our response will usually include:
A summary of your complaint
An outline of the investigation steps taken
Our conclusions based on the evidence available
Any corrective actions we will take, which may include an apology, service improvements, practical solutions, or financial remedies where appropriate and in line with our terms and conditions
We aim to ensure our decision is fair, transparent, and clearly explained.
Stage Four: Escalation and Review
If you are not satisfied with the outcome at Stage Three, you may request a review of the decision. You should do this within 14 days of receiving our response, explaining why you disagree with the findings or resolution. A senior member of our team, who was not directly involved in the original investigation, will review your complaint, the evidence, and our initial response.
Following this review, we will provide a final written response, normally within 15 working days. This concludes our internal complaints procedure.
Removals Insurance and Claims
Where your complaint relates to damage or loss of goods, any entitlement to compensation may be governed by our terms and conditions and by any removals or transit insurance in place. We will explain how these apply to your situation and may request supporting documents to process a claim. The handling of an insurance claim may involve additional steps and timescales, which we will outline to you clearly.
Our Commitment to Fairness and Improvement
We treat every complaint seriously and handle all information sensitively and in line with applicable data protection requirements. We use feedback to review our procedures, training, and service standards so we can improve the experience for future customers. Patterns or recurring issues identified through complaints may lead to updated working practices or additional staff training.
Recording and Monitoring Complaints
All formal complaints are logged and monitored. This helps us track response times, identify areas where our removals services can be improved, and ensure we meet our obligations to customers. Records of complaints are retained for an appropriate period in case they are needed for future reference.
Accessibility of This Procedure
This Complaints Procedure is available to all customers who use Acton Movers for local or longer-distance removal services, including domestic and commercial moves. If you would like this information in an alternative format, or need help submitting a complaint, please let us know and we will do our best to assist.
By following this procedure, we aim to resolve concerns promptly, fairly, and consistently, and to maintain confidence in the quality and reliability of Acton Movers services.
