Complaints Procedure
Surrey Movers Complaints Procedure
Surrey Movers is committed to providing a professional, reliable and considerate removals service. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage.
Our Commitment To You
We take all complaints seriously and treat them as an opportunity to review and improve our services. Whether your move involves a local home removal or a larger relocation, we will investigate your concerns carefully and respond in a clear and timely way.
We will always aim to:
Listen to your concerns and understand what has gone wrong from your point of view. Investigate the issues thoroughly and impartially. Keep you informed about progress and timescales. Offer an explanation, apology where appropriate, and a fair resolution.
What Is A Complaint
A complaint is any expression of dissatisfaction about the service you have received from Surrey Movers, whether it relates to a home move, packing, storage, handling of belongings, punctuality, conduct of staff, administration or communication.
You can raise a complaint whether you are a private customer, a business customer, a landlord, or acting on behalf of someone else with their permission.
When To Raise A Complaint
We encourage you to tell us about any issues as soon as possible so that we can put things right quickly. In many cases, problems can be resolved straight away with the team member or move coordinator you have been dealing with.
If the matter cannot be resolved informally, or you are not satisfied with the initial response, you should follow the formal complaints process set out below.
How To Make A Complaint
You can raise a complaint in writing or verbally. Written complaints help us to understand the details clearly and investigate more efficiently. When you contact us, please include the following where possible:
Your full name and contact details. Your move date and any reference or booking number. The address you moved from and the address you moved to. A clear description of what went wrong and when it occurred. The names of any Surrey Movers staff involved, if known. Any supporting information, such as photographs or inventory notes. What outcome or resolution you are seeking.
If you choose to make a complaint verbally, we may ask you to confirm key details in writing so that we have an accurate record.
Stage One: Initial Review And Response
Once we receive your complaint, we will log it in our internal system and assign it to an appropriate member of the team for review. We will acknowledge your complaint within a reasonable period and let you know who is handling it.
We will then investigate the matter, which may include:
Reviewing your booking details, inventory and paperwork. Speaking with the crew members or office staff involved. Checking route logs, timings and any relevant notes. Reviewing any photographs, damage reports or correspondence.
We aim to provide a full written response, including our findings and any proposed resolution, within a reasonable time frame. If the issue is complex and we need more time, we will explain why and give you an updated timescale.
Stage Two: Escalation To Management
If you are not satisfied with the outcome of Stage One, you may request that your complaint is escalated for a further review by a senior member of the management team.
When asking for escalation, please tell us why you remain unhappy, which parts of our decision you disagree with, and what you consider to be a fair resolution. Management will then review the original complaint, the investigation, and the response provided.
Following this review, we will send you a final written response. This will either uphold, partially uphold, or not uphold your complaint, and will set out the reasons for our decision, together with any actions or remedies we are able to offer.
Time Limits For Complaints
To help us investigate effectively, we ask that you raise any complaint as soon as you reasonably can, and ideally no later than a short period after your move date. Complaints raised much later may be harder to investigate, particularly if evidence or detailed recollection is limited.
Any specific time limits for reporting damage to belongings or property will be set out in your terms and conditions. Where those terms apply, they will take precedence.
How We Resolve Complaints
The outcome of a complaint will depend on the circumstances and the findings of our investigation. Where we find that we have not met our expected standards, we will consider appropriate remedies. These may include:
A clear explanation of what happened and why. An apology for any inconvenience or distress. Practical steps to correct the issue where reasonably possible. A review of our internal processes or staff training.
Any financial remedies or liability for loss or damage will be assessed in line with our terms and conditions and any relevant insurance arrangements in place for your move.
Behaviour And Communication
We expect all conversations around complaints to be conducted respectfully. Our team will always aim to be polite and professional, and we ask that customers treat our staff in the same way. Where behaviour is abusive, threatening or discriminatory, we may need to limit contact to written communication.
Confidentiality And Data Protection
All complaints are handled in confidence. Information will only be shared within Surrey Movers with staff who need it to investigate and respond to your concerns. We handle all personal information in accordance with applicable data protection requirements.
Continuous Improvement
We regularly review the complaints we receive to identify patterns, potential training needs and opportunities to improve our removals services. Your feedback, whether positive or negative, helps us to refine how we plan, carry out and manage moves for customers in our service areas.
This complaints procedure is reviewed periodically and may be updated to reflect changes in our operations, regulatory requirements or industry practices. The version published here will always be the most current.
