Complaints Procedure
Movers Queens Park Complaints Procedure
Movers Queens Park is committed to providing a reliable and professional removals service for customers moving home or business premises. We recognise that, on occasion, things can go wrong. When they do, we want to know about it so that we can put matters 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
The purpose of this complaints procedure is to give all customers a clear and fair route to raise any dissatisfaction with our services, including packing, loading, transport, storage, or delivery. It applies to all moves carried out by Movers Queens Park, whether domestic or commercial, and regardless of the size or complexity of the job.
We aim to resolve problems quickly and informally wherever possible, but this procedure also sets out a formal process to ensure that more serious or unresolved issues are investigated in a structured and transparent way.
What counts as a complaint
A complaint is any expression of dissatisfaction about the standard of service you have received from Movers Queens Park. This may include, but is not limited to:
Service not delivered as agreed in your quotation or booking confirmation.
Damage to property, belongings, or premises during packing, loading, transport, or unloading.
Delays in collection or delivery that were within our control.
Conduct, attitude, or professionalism of our staff or subcontractors.
Issues with how payment, charges, or additional fees have been handled or explained.
Concerns about how we have communicated with you before, during, or after your move.
If you are unsure whether your concern is a complaint, please raise it with us and we will advise you on the appropriate next step.
Raising an initial concern
Many issues can be resolved quickly by speaking to us as soon as you notice a problem. If something is not right on the moving day, you should speak to the team leader on site and explain your concern clearly. They will do their best to resolve the issue immediately, within the limits of their authority and the practicalities of the move.
If the matter cannot be resolved on site, or if you only become aware of an issue after completion of the move, you should contact our office at the earliest opportunity. Please provide your full name, moving date, collection and delivery addresses, and a brief description of your concern. We recommend doing this in writing so that both you and our team have a clear record of the issue.
How to make a formal complaint
If your initial concern has not been resolved to your satisfaction, or if the issue is serious, you may make a formal complaint. To help us investigate effectively, please include the following information:
Your full name and contact details.
Your booking or reference number, if available.
The date of your move and the addresses involved.
A clear description of what went wrong, including dates and times where possible.
Details of any conversations you have already had with our staff about the issue.
Any supporting evidence, such as photographs, inventories, or correspondence.
Once we receive your formal complaint, we will open a complaints file and begin our investigation process.
Timescales for making a complaint
To ensure that we can investigate effectively, we ask that complaints relating to service issues are raised as soon as possible, and in any event within a reasonable time of the move taking place. Complaints about loss or damage should normally be made as soon as the issue is identified, especially where insurance or liability may be affected.
While we will always consider individual circumstances, delays in reporting a problem can make it harder to establish what has happened and what remedy may be appropriate.
How we will handle your complaint
When we receive your formal complaint, we will acknowledge it and confirm that an investigation is underway. We will review all relevant information, which may include:
Your booking details and contract.
Job sheets, inventories, and any condition reports.
Statements from the moving crew or other staff involved.
Photographs, communications, and any other evidence you have provided.
Where appropriate, we may contact you to clarify details or request further information. We aim to complete our investigation and respond to you in writing within a reasonable timeframe. If, due to the complexity of the matter, we require more time, we will inform you and provide an updated timescale.
Outcomes and remedies
Following our investigation, we will provide you with a written response setting out:
A summary of your complaint.
The steps we have taken to investigate the issue.
Our findings based on the evidence available.
Any proposed resolution or remedy.
Possible outcomes may include an explanation or clarification, an apology, corrective actions to address service issues, or where appropriate and subject to our terms and conditions, financial compensation or repair for loss or damage. Any remedy will be assessed on a case by case basis in line with our contractual obligations and applicable law.
Escalating your complaint
If you remain dissatisfied with the outcome of your complaint, you may request that it be reviewed at a higher level within Movers Queens Park. In your request, please explain why you are not satisfied with our initial response and what further outcome you are seeking. A more senior member of our team will review the case, including the previous investigation and all evidence, and provide a final response.
Where relevant, you may also have the option to seek independent advice or use an alternative dispute resolution service. Any such options will depend on the contractual and regulatory framework that applies to your move.
Our commitment to continuous improvement
We view complaints as an important source of feedback. Every substantiated complaint is used to identify areas where our removals service can be improved, whether through staff training, changes to procedures, or investment in equipment and systems. By following this complaints procedure, you help us maintain and enhance the quality of service offered by Movers Queens Park to customers planning a local or long distance move.
If you have any concerns about your move, we encourage you to raise them. We are committed to dealing with all complaints fairly, promptly, and respectfully, and to working with you to reach a reasonable resolution wherever possible.
