Complaints Procedure

Complaints Procedure for Our Marylebone Removals Service

We are committed to providing a reliable and professional removal service in Marylebone and the surrounding areas. However, we recognise that, on occasion, things may not go as planned. 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.

1. Purpose and Scope

This procedure applies to all customers who use our home or office removal services, including packing, loading, transport, storage, and related moving services. Its purpose is to ensure that any concerns are taken seriously, dealt with promptly, and resolved as fairly as possible.

We use feedback and complaints to improve our services across Marylebone and nearby districts, and to train our team to maintain high standards on every move.

2. What We Class As A Complaint

A complaint is any expression of dissatisfaction about our services or conduct that requires a response from us. This may include, but is not limited to:

Delays in collection or delivery of your belongings
Concerns about the care taken when handling or transporting items
Damage or loss of goods during a move or while in storage
Conduct, attitude, or professionalism of our staff or contractors
Issues with documentation, quotes, or charges for removal services
Any other aspect of our removal or storage service that did not meet your expectations

We encourage you to raise any issues as soon as possible, so that we can address them quickly and effectively.

3. How To Make A Complaint

You may raise a complaint in writing, over the phone, or in person with a member of our team. When making a complaint, please provide as much information as you can, including:

Your full name
Details of the moving service provided
The date of your move or booking
A clear description of what went wrong
Any supporting information that may help us investigate, such as photographs, inventories, or job references

The more detail you provide, the easier it is for us to understand what happened and to reach a fair outcome.

4. Our Initial Response

We will acknowledge your complaint as soon as reasonably practical. In our acknowledgement, we will explain:

That we have received your complaint
Who will be responsible for handling your case
The expected timescale for our investigation and response

Minor issues that can be easily clarified or corrected may be resolved at this stage without the need for a full investigation.

5. Investigating Your Complaint

For more complex complaints, we will complete a thorough investigation. This may include:

Reviewing your booking details, inventory, and any service records
Speaking with the removal crew, office staff, or third parties involved
Examining any relevant documentation, photographs, or damage reports
Assessing our internal policies and procedures as they apply to your case

We aim to conduct this investigation fairly, objectively, and without unnecessary delay.

6. Our Decision And Outcome

Once our investigation is complete, we will provide you with a written response setting out:

A summary of your complaint
What we have investigated and the information considered
Our findings and whether we uphold your complaint in full, in part, or not at all
Any steps we propose to take to resolve the matter

Possible outcomes may include an explanation or apology, corrective action, service improvements, or where appropriate, a financial remedy in line with our terms and conditions and any applicable insurance or liability cover.

7. Timescales

We aim to resolve most complaints as quickly as possible. Simple issues may be resolved within a few working days. More complex matters that require detailed investigation may take longer, but we will keep you updated on our progress and inform you if we need additional time.

If at any stage you feel you have not been kept informed, you are welcome to contact us for an update, quoting any reference we have provided to you.

8. Escalating Your Complaint

If you are not satisfied with our initial response, you may request that your complaint is reviewed at a higher level within the company. In doing so, please explain why you are unhappy with the original decision and what outcome you are seeking.

The reviewing manager will reassess the matter, consider any new information you provide, and issue a final decision on behalf of the company.

9. Your Responsibilities

We ask that you raise any concerns with us in a courteous and respectful manner. Providing accurate information, relevant evidence, and clear details about your move in Marylebone or the surrounding area will help us investigate more effectively.

Abusive, threatening, or discriminatory behaviour towards our staff will not be tolerated and may result in communications being limited to written correspondence.

10. Learning From Complaints

We take all complaints seriously and use them to identify patterns, training needs, and opportunities to improve our removal services. Feedback from customers moving into, out of, or within Marylebone helps us refine our processes and deliver a more reliable and considerate experience for future moves.

11. Policy Review

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective. Any updates will be implemented across our operations so that customers receive a consistent level of service wherever our removal crews are working.

If you have any questions about this procedure, or if you would like clarification before, during, or after your move, please contact us and we will be happy to explain how it applies to your situation.