Complaints Procedure
Putney Movers Complaints Procedure
Putney Movers is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned and you may wish to raise a concern. This complaints procedure explains how you can make a complaint, how we will respond, and what you can expect from us at each stage.
Our Commitment to Handling Complaints
We view all complaints as an opportunity to review and improve our services. Our aims are to resolve issues as quickly as possible, treat every complaint fairly and consistently, and keep you informed throughout the process. We will always handle your information respectfully and in line with our privacy practices.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the service you have received from Putney Movers, whether related to a house move, office relocation, packing, loading, transport, storage, or any associated service. This may include, for example, concerns about service quality, delays, damage, communication, or our conduct before, during or after your move.
Raising a Complaint Informally
In many cases, issues can be resolved quickly and informally by speaking with the team member responsible for your move. If you are unhappy at any stage, please raise your concern with the coordinator or crew leader as soon as possible so that we have an opportunity to put things right. We will do our best to resolve the matter immediately or within a short timescale agreed with you.
Making a Formal Complaint
If your concern is not resolved informally, or you prefer to make a formal complaint from the outset, you can put your complaint in writing. Please include your full name, your service address, the date of your move or booking, a clear description of what went wrong, details of any damage or loss, and what outcome you are seeking. Providing photographs or supporting information can help us investigate more effectively.
We recommend making a formal complaint as soon as possible after the issue arises, and within a reasonable time frame from the date of your move or the date you became aware of the problem. Complaints raised promptly are easier to investigate and resolve.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will acknowledge it in writing. This acknowledgement will usually be provided within a few working days. We will confirm that we have received your complaint, outline the next steps, and give you an estimated timescale for our investigation and response.
How We Investigate Complaints
Your complaint will be reviewed by a manager or senior member of our team who was not directly involved in the original issue wherever possible. The investigation may include reviewing your booking details and move documentation, speaking with the crew members or coordinators involved, assessing any photographs or other evidence, and, where relevant, reviewing vehicle logs or inventory records.
We aim to carry out our investigation thoroughly and objectively. If we require further information from you, we will contact you to clarify details or request additional evidence. This helps us ensure that we fully understand your concerns before reaching a conclusion.
Our Response and Possible Outcomes
After we have completed our investigation, we will send you a written response setting out our findings. We will explain whether your complaint is upheld in full, in part, or not upheld, and we will provide clear reasons for our decision. Where appropriate, we will also explain any steps we are taking to improve our services as a result of your feedback.
Depending on the nature of your complaint and our findings, possible outcomes may include an apology, corrective action to complete or amend work, a gesture of goodwill, or consideration of a claim for loss or damage in line with our terms and conditions. Any offers made will be based on the evidence available and the contractual arrangements in place for your move.
Timescales for Resolution
We aim to resolve most complaints within a reasonable time from acknowledgement. The exact timescale will depend on the complexity of the issues involved, the availability of the staff we need to speak to, and whether an assessment of any alleged damage or loss is required. If we are unable to meet the initial timescale indicated in our acknowledgement, we will update you and explain the reason for the delay.
If You Are Not Satisfied With Our Response
If you remain unhappy after receiving our written response, you may ask for your complaint to be reviewed again. In this case, a different senior member of our team will reassess the matter, taking into account any further information you wish to provide. We will then issue a final response, setting out our position and the reasons for it.
Once we have issued our final response, our internal complaints procedure will be considered exhausted. Any further options open to you will depend on the nature of the complaint, the contract terms agreed, and any external dispute resolution avenues that may apply.
Claims for Loss or Damage
If your complaint involves alleged loss or damage to your goods during a removal or storage service, please report this to us as soon as possible. We may ask you to provide photographs, proof of value, and details of the circumstances in which the loss or damage was discovered. All claims will be assessed in line with our contractual terms, including any applicable limits or exclusions. We may need to inspect the items or seek an independent assessment to determine the appropriate outcome.
Using Your Feedback to Improve Our Service
We regularly review complaints and feedback relating to our removals and storage services. This helps us identify patterns, address training needs, and refine how we operate on move days and in our planning and administration. By sharing your concerns, you help us enhance the service we provide to all customers.
Confidentiality and Data Protection
All complaints are handled in confidence. Information will only be shared with team members who need it in order to investigate and resolve your complaint, or where we are required to disclose it by law. We will store complaint records securely and only for as long as necessary for handling your case and meeting our legal and regulatory obligations.
Updates to This Complaints Procedure
Putney Movers may update this complaints procedure from time to time to reflect changes in our services, internal processes, or legal requirements. The version published on our website will always be the most current explanation of how we handle complaints about our removals and related services.
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