Complaints Procedure
Catford Movers Complaints Procedure
Catford Movers is committed to providing a reliable and professional removals service for household and business customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to set out a clear and fair process for handling complaints relating to our removal, packing, and associated services. It is designed to ensure that all complaints are dealt with promptly, consistently, and transparently, and that we learn from feedback to prevent similar issues occurring again.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, or communication where you would like a response or resolution. This may include concerns about punctuality, handling of goods, damage or loss, conduct of our team, clarity of pricing and quotations, or how your move was managed overall.
Raising a concern will not affect your statutory rights or any rights you may have under your contract with Catford Movers.
Who May Use This Procedure
This Complaints Procedure applies to customers who have used, or have arranged to use, our removal services, including domestic house moves, flat moves, office or commercial relocations, packing services, and storage-related handling. It also applies to authorised representatives acting on behalf of a customer, provided we receive confirmation that they are permitted to speak for you.
How to Make a Complaint
We encourage you to raise any issues as soon as possible, ideally within a reasonable time of the event. This helps us investigate while details are still clear.
You can make a complaint in writing or verbally. When submitting your complaint, please provide the following information where possible:
The name under which the booking was made, the date of your move or scheduled service, the collection and delivery addresses, a clear description of what went wrong and when it occurred, details of any damage, loss, delay, or other concern, and what outcome or resolution you are seeking.
We may ask for photographs, inventories, or other supporting information if your complaint relates to damaged or missing items. Providing this promptly will help us reach a fair decision more quickly.
Our Complaints Handling Stages
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it and carry out an initial review. We will normally acknowledge your complaint within a reasonable period of time. In our acknowledgement, we will confirm that we are investigating and explain the next steps.
Stage 2: Investigation
A manager or senior member of staff will investigate your complaint. This may include reviewing booking records and correspondence, speaking with the crew members involved, checking vehicle logs or job sheets, and examining any photographs, inventories, or other evidence provided by you or our team.
We aim to complete our investigation and provide a full response within a reasonable timescale. If the matter is complex or requires further time, we will let you know and keep you informed of progress.
Stage 3: Response and Resolution
After the investigation, we will send you a written response setting out: a summary of your complaint, the steps we have taken to investigate, our findings and, where appropriate, an apology, and any proposed resolution or remedial action.
Possible outcomes may include an explanation or clarification, an apology, practical steps to put things right where possible, service improvements or staff training, and, where appropriate and subject to our terms and conditions and any relevant insurance, consideration of compensation for loss or damage.
Stage 4: Further Review
If you are not satisfied with our Stage 3 response, you may request a further review. Please explain why you remain unhappy and what you believe has not been addressed. A senior member of the company, not previously involved in the complaint, will review the investigation and response. Their decision will normally be our final position on the matter within the scope of this Complaints Procedure.
Time Limits for Complaints
To help us investigate fairly, complaints should be raised as promptly as possible. For issues involving damage or loss of goods, we may ask that you notify us within a specific period following your move, in line with our terms and conditions and any relevant insurance policy requirements. Where a complaint is made after a long delay, this may affect the range of remedies available, as evidence can become harder to verify.
Handling Complaints Involving Loss or Damage
If your complaint relates to alleged damage to property or loss of items during a removal, we will take particular care to review the inventory, condition reports, and any photographs or notes made at collection and delivery. We may request additional information to support your claim, such as proof of ownership or value. Any remedy will be considered in line with our contract with you, including any declared value, insurance arrangements, and applicable exclusions or limitations.
How We Use Complaints to Improve Our Service
We treat complaints as an important source of feedback and an opportunity to improve. We periodically review complaints data to identify trends, such as recurring issues with scheduling, communication, packing practices, or handling of specific types of items. Where appropriate, we update our training, procedures, risk assessments, and quality checks to reduce the likelihood of similar problems occurring in the future.
Confidentiality and Data Protection
All complaints are handled in confidence. Information will only be shared within Catford Movers on a need-to-know basis for the purposes of investigating and resolving your complaint. Any personal information you provide will be processed in line with our data protection obligations and used only for managing your booking, handling your complaint, meeting legal or regulatory requirements, and improving our services.
Accessibility and Assistance
We aim to make this Complaints Procedure accessible to all customers. If you have any specific communication needs or require assistance to raise a complaint, please let us know. We will take reasonable steps to support you so that your concerns can be properly heard and considered.
Review of this Procedure
Catford Movers may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or best practice within the removals industry. The version in force at the time we receive your complaint will apply to the handling of that complaint.
