Complaints Procedure
Merton Movers Complaints Procedure
Merton Movers is committed to providing a dependable, professional removals service for households and businesses. We recognise that, despite our best efforts, things can occasionally go wrong. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.
1. Purpose of this complaints procedure
The purpose of this procedure is to give customers a clear and straightforward route to tell us when they are dissatisfied with any part of our service. This may relate to local or long-distance moves, packing, storage, handling of belongings, administration, or customer service. Our aim is to resolve issues promptly, fairly and consistently, and to use feedback to improve our removals services.
2. What counts as a complaint
A complaint is any expression of dissatisfaction about the standard of service, actions or lack of action by Merton Movers or anyone acting on our behalf. This can include, but is not limited to:
Service delays or missed appointments for moves or surveys.
Damage to property, belongings or premises during a move or while in storage.
Disputes over quotations, invoicing, payments or agreed services.
Concerns about the conduct, attitude or behaviour of staff or operatives.
Communication issues, including not being kept informed or not receiving responses.
We encourage customers to tell us about problems as soon as possible so that we can investigate effectively and put matters right.
3. How to raise a complaint
You can raise a complaint verbally or in writing. We recommend putting your complaint in writing so there is a clear record of the issues and the outcome you are seeking. Please provide the following information where possible:
Your full name and the address where the service was provided.
Details of the service, such as the removal date, reference number and type of job.
A clear description of what went wrong and when it occurred.
Details of any conversations you have already had with our team about the issue.
Any supporting information, such as photographs of damage or copies of documents.
We will acknowledge complaints received in writing or by other means, using the same method you used to contact us wherever possible.
4. Time limits for submitting a complaint
To help us investigate thoroughly, we ask that you raise your complaint as soon as reasonably practical. For damage to goods or property, we usually need to be notified within a short time frame from the date of the move or delivery into or out of storage. For other issues relating to our removals or packing services, complaints should be made as soon as the problem comes to light. If there has been a delay, we may still consider your complaint, but it could affect our ability to collect evidence or offer certain remedies.
5. How we handle your complaint
When we receive your complaint, we will:
Acknowledge receipt of your complaint and confirm that we are investigating it.
Assign a member of staff or a manager who is responsible for reviewing your case.
Gather relevant information, which may include speaking to the crew, checking schedules, reviewing photographs, examining documentation and, where needed, visiting the premises.
Keep you informed of progress, particularly if the investigation is likely to take longer than usual.
We aim to complete our initial investigation and provide a detailed response within a reasonable timeframe. If more time is required due to the complexity of the issue, we will let you know and give an updated timescale.
6. Our response and possible outcomes
After completing our investigation, we will provide a clear written response setting out:
The issues you raised and how we have considered them.
Our findings and, where appropriate, what went wrong and why.
Any steps we have already taken to remedy the situation.
Any proposals we are making to resolve the matter.
Depending on the nature of the complaint, possible outcomes may include an apology, an explanation, corrective work, a review of internal procedures or, where applicable and in line with the terms of our contract and any insurance cover, a financial settlement or contribution.
7. If you are not satisfied with the outcome
If you do not agree with our response or feel that your concerns have not been fully addressed, you can ask for the complaint to be reviewed. In that case, a senior member of the Merton Movers team, not previously involved, will carry out a further review of the complaint, the investigation and the decision. Following this review, we will write to you again with our final position and the reasons for it.
8. Recording and monitoring complaints
Merton Movers records all formal complaints, including details of the issue, the steps taken to investigate, the outcome and any follow-up actions. We review complaint data regularly to identify trends and areas where our removal, packing and storage services can be improved. Staff training, operational procedures and communication processes may be updated as a result of this ongoing monitoring.
9. Our commitment to fair treatment
All complaints are handled confidentially and impartially. We will not treat any customer less favourably because they have raised a concern or made a complaint. Our team members are expected to act professionally at all times and to cooperate fully with any investigation. We expect customers to treat our staff with respect while we work to resolve issues.
10. Updating this complaints procedure
This Complaints Procedure is reviewed periodically to ensure it remains accurate, effective and in line with our legal and contractual obligations. Any changes will apply to complaints raised after the updated procedure is published. You are welcome to ask for clarification at any stage if anything in this procedure is unclear.
Merton Movers values all feedback, positive and negative. By telling us when something has gone wrong with your move or storage arrangement, you help us put it right and improve the service we provide to future customers.
