Complaints Procedure
Marylebone Movers Complaints Procedure
Marylebone Movers is committed to delivering a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage of the process.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to ensure that all complaints are handled fairly, consistently, and within reasonable timeframes. We use feedback and complaints to review and improve our home and office removals, packing, storage coordination, and related moving services.
This procedure applies to all customers who have used, or have attempted to use, services provided by Marylebone Movers.
2. What We Class as a Complaint
A complaint is an expression of dissatisfaction about our services, whether justified or not, where you are seeking a response or resolution. This may relate to:
Service quality during your move, including packing, loading, transportation, or unloading of goods. Behaviour, attitude, or professionalism of our staff or crews. Loss of, or damage to, items during a removal. Delays, cancellations, or missed appointments for moving or collection. Accuracy of information provided prior to or during your move. Billing, charges, or how your account has been handled.
We encourage you to raise any concerns as soon as possible so that we have the best opportunity to put things right.
3. How to Make a Complaint
You can raise a complaint in writing, by phone, or in person. Please provide as much detail as possible so that we can investigate effectively. To help us deal with your complaint efficiently, include the following wherever possible:
Your full name and the address where the service was provided. Dates and times linked to your move or storage collection. A clear description of what went wrong and when. Names or descriptions of any staff involved, if known. Any relevant supporting information, such as job references or inventory notes. An indication of what outcome you are seeking.
We recommend that complex or detailed complaints are made in writing so that there is a clear record of the issues you wish us to address.
4. Initial Acknowledgement
Once we receive your complaint, we will record it in our internal complaints log. We will normally acknowledge receipt within a reasonable time period, confirming that we are looking into the matter and outlining the next steps.
Where we require further information to understand your concerns, we may contact you to request clarification or additional details.
5. Investigation Process
Your complaint will be assigned to an appropriate member of staff or manager who is not directly implicated in the issue raised. The investigation may include:
Reviewing any booking details, quotes, or written correspondence. Checking job sheets, inventories, schedules, and vehicle logs. Speaking with the crew members or staff involved in your move. Assessing any photographs or other evidence you provide. Inspecting items or premises where practical and relevant.
We will aim to complete our investigation and provide a full response within a reasonable time. If it becomes clear that more time is needed, we will inform you of the reason for the delay and when you can expect a further update.
6. Our Response to Your Complaint
After investigating your complaint, we will provide you with a clear and written outcome where appropriate. Our response will normally include:
A summary of the complaint as we understand it. An explanation of the steps taken during the investigation. Our findings and the reasons for our decision. Any corrective action we propose to take, if applicable. Information about what you can do if you remain dissatisfied.
Where we identify that we have made a mistake or have not met the standards we aim for, we will apologise and consider appropriate remedies. These may include corrective service work, practical solutions to reduce any impact, or other proportionate redress in line with our terms and conditions.
7. If You Are Not Satisfied with the Outcome
If you are unhappy with the outcome of your complaint or believe it has not been handled fairly, you can ask for a review. Your request should explain why you disagree with the decision and include any new information you feel is relevant.
A senior member of our team, who was not involved in the initial investigation, will carry out this review. They will look again at the evidence, consider your comments, and issue a final response where possible.
8. Timescales
We aim to deal with complaints as quickly as we reasonably can, while still carrying out a thorough investigation. Timeframes may vary depending on the complexity of the case, the availability of information, and whether any third parties, such as insurers or storage providers, need to be consulted.
If we cannot resolve your complaint within a reasonable time, we will keep you informed of progress and explain any cause of delay.
9. Recording and Using Complaint Information
Marylebone Movers keeps a record of all complaints and their outcomes. This information is used to monitor performance, identify recurring issues, and improve our removals, packing, and related services.
We treat all complaint information sensitively and in line with applicable data protection requirements. Details are only shared internally with staff who need the information to resolve the complaint or improve our processes.
10. Our Commitment to Continuous Improvement
We value feedback from our customers and see complaints as an opportunity to learn. By reviewing both individual cases and wider trends, we seek to improve how we plan moves, protect belongings, coordinate our teams, and communicate with customers throughout the moving process.
Our goal is to provide a dependable removals service and to resolve any problems promptly, fairly, and transparently. If you have concerns about any aspect of your experience with Marylebone Movers, we encourage you to use this Complaints Procedure so that we can address the issue and work to prevent it from happening again.
