Movers Streatham Complaints Procedure
Movers Streatham is committed to providing a professional, reliable and courteous removals service. We recognise that, on occasion, things may not go as planned. When this happens, we encourage customers to tell us so that we can put matters right and improve our service. This Complaints Procedure explains how you can raise a complaint, how we will deal with it, and what you can expect from us at each stage.
1. Purpose and scope
This procedure applies to all customers who use Movers Streatham for home or office removals, packing, storage arrangements or related moving services. It covers complaints about service quality, staff conduct, communication, handling of goods, punctuality, and any aspect of the removals process delivered by our team or authorised representatives.
The aim of this procedure is to ensure that complaints are treated seriously, handled fairly, kept confidential where appropriate, and resolved as quickly as reasonably possible. We also use complaint outcomes to identify areas where we can improve our operations across our service area.
2. What counts as a complaint
A complaint is any expression of dissatisfaction about our removals or associated services, whether it is made verbally or in writing, and whether it is made during the move or after the service has been completed. This may include, but is not limited to:
Service not delivered as agreed in the quotation or booking confirmation.
Delays, missed arrival windows or inadequate communication about timings.
Concerns about the attitude, behaviour or professionalism of our staff.
Damage to property or belongings allegedly caused during the move.
Issues with how payment, charges or additional fees have been handled.
3. How to make a complaint
You can raise a complaint using any of the following methods:
Speak to the team leader on the day of your move. Many issues can be addressed and resolved immediately on site.
Contact our customer service team and explain your concern, providing your name, service address, and the date of your move.
Submit a written complaint, outlining what happened, when it occurred, who was involved, and what outcome you are seeking.
We encourage you to make your complaint as soon as possible after the event so that we can investigate while details are still clear for everyone involved. Where relevant, please include photographs, inventory lists, or any other supporting information.
4. Information we need from you
To help us review and resolve your complaint efficiently, please provide:
Your full name and contact details.
Your booking or reference number, if available.
The date and location of the move or service.
A clear description of the issue and how it affected you.
Details of any staff members you dealt with, if known.
Any evidence that may help us, such as photos of damage or copies of documents.
5. Acknowledgement and initial response
Upon receiving your complaint, we will acknowledge it as soon as reasonably practicable. For written complaints, we aim to send an acknowledgement within five working days. If your concern was raised verbally on the day of the move and resolved immediately, it may not proceed to the formal complaints process unless you ask us to record it as a formal complaint.
Our acknowledgement will confirm that we have received your complaint, outline the next steps, and provide an estimated timeframe for our full response.
6. Investigation process
Once your complaint has been acknowledged, we will carry out a thorough investigation. This may include:
Reviewing your booking details, quotation and any agreed amendments.
Speaking with the removals crew, office staff or third parties involved.
Examining photographs, inventories, condition reports or other relevant records.
Assessing whether our service met our own standards and obligations.
We aim to complete most investigations within 20 working days of acknowledgement. If the matter is complex or requires more time, we will let you know and keep you updated on progress.
7. Outcome and resolution
After investigating your complaint, we will provide a written response setting out:
A summary of your complaint and the issues we investigated.
Our findings based on the information available.
Any actions we propose to take to resolve the matter.
Any steps we will take internally to help prevent similar issues in future.
Possible resolutions may include an apology, corrective action during an ongoing move, service improvements, or, where appropriate and justified, a financial adjustment or contribution towards repair and replacement costs in line with our terms and conditions and any applicable insurance arrangements.
8. If you are not satisfied with our response
If you remain dissatisfied after receiving our formal response, you can ask us to review the decision. In your request, please explain why you do not agree with our findings or proposed resolution, and provide any additional information you believe is relevant.
Your complaint will then be reviewed by a senior member of our management team who was not involved in the original investigation. They will consider whether the investigation was thorough and fair, and whether the outcome remains appropriate. We will then provide a final response, normally within 15 working days of your request for a review.
9. Time limits for making a complaint
We ask that complaints relating to service quality, staff conduct or logistical issues are raised within 28 days of your move. Concerns about loss or damage to belongings should be reported as soon as they are identified, ideally on the day of the move or within seven days where possible, so that we can assess the situation while evidence is still available.
Complaints raised outside these timeframes will still be considered where reasonable, but our ability to investigate fully may be reduced.
10. Confidentiality and data protection
All complaints are handled with discretion. Information you provide will be used only for the purpose of investigating and resolving your complaint, as well as for improving our services. We will retain records of complaints in line with our data protection responsibilities and internal retention policies.
11. Learning from complaints
Movers Streatham views complaints as an important source of feedback from customers across the areas we serve. We regularly review complaint patterns and outcomes to identify training needs, update procedures and improve communication. Our goal is not only to resolve individual issues but also to raise service standards for all future moves.
12. Review of this procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it to reflect changes in our services, operational practices or legal and regulatory requirements. The most recent version will always apply to new complaints.
