Complaints Procedure
Ilford Movers Complaints Procedure
This Complaints Procedure explains how customers of Ilford Movers can raise concerns about our services and how those concerns will be handled. It applies to all removal and related services provided by our company, including home moves, office relocations, packing, storage handling and delivery services.
Our Commitment
Ilford Movers aims to provide a professional, careful and reliable removal service for every customer. If we fall short of your expectations, we want to know so that we can put things right wherever possible and improve our services for the future. We treat all complaints seriously, handle them fairly and aim to resolve them as quickly as reasonably possible.
What This Procedure Covers
This procedure covers complaints about any aspect of our removal services, including but not limited to service quality, handling of goods, punctuality, conduct of staff, adherence to agreed schedules, communication before, during and after your move, and billing or charges. It is designed for individual customers and business clients using our moving services within our normal operating areas.
Informal Resolution
In many cases, issues can be resolved quickly by speaking directly with the Ilford Movers team member supervising your move or the office team responsible for your booking. If you encounter a problem on the day of your move or immediately before or after, you are encouraged to raise it at once so we have the opportunity to correct it while the service is still in progress. Our staff are trained to listen, record issues accurately and escalate them where necessary to a manager.
How To Make A Formal Complaint
If your issue cannot be resolved informally, or you prefer to raise it formally, you should submit a complaint in writing to Ilford Movers. Written complaints help us investigate properly and keep an accurate record. Please include the following details so that we can handle your complaint efficiently:
Your full name and postal address
Date of your move and collection and delivery addresses
A clear description of what went wrong and when it happened
Names or descriptions of any staff involved, if known
Any supporting information, such as inventory details, photographs of damage, or copies of documents
What outcome you are seeking, for example an explanation, apology, corrective action or review of charges
You should send your complaint to our office address, marked clearly as Complaint. If you are unable to write, you may contact us to request reasonable assistance in recording your complaint.
Time Limits For Submitting Complaints
To enable a fair and effective investigation, complaints should normally be made as soon as possible after the event. For issues involving loss or damage to goods, you should notify us in line with the time limits set out in your contract and terms of business. Where a complaint is raised outside those time limits, we will still review it, but our ability to investigate fully or offer remedies may be reduced.
How We Handle Your Complaint
Upon receiving your written complaint, we will follow these steps:
Acknowledgement: We will acknowledge receipt of your complaint in writing within a reasonable timeframe, normally within five working days. This acknowledgement will confirm that your complaint has been logged and is under review.
Initial Review: A manager or appointed complaints handler will review your complaint, your contract and any relevant records from your move, including job sheets, inventory lists, staff reports and communications.
Investigation: Where necessary, we may speak to staff members involved, request further information from you, and inspect any supporting evidence you provide. We aim to carry out this investigation in a thorough and impartial manner.
Response: Once our investigation is complete, we will send you a written response. This will set out our understanding of your complaint, the findings of our investigation, and any proposed resolution or explanation.
Timescales For Response
We aim to provide a full written response within 28 days of receiving your complaint. If, due to the complexity of the issues or the need to gather further information, we are unable to respond within this timeframe, we will write to you to explain the reason for the delay and provide an updated timescale.
Possible Outcomes
Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:
An explanation or clarification where there has been a misunderstanding
A written apology
Corrective action, such as staff training or process changes
Practical steps to remedy the issue where reasonably possible
A review of charges in line with our terms and conditions and any applicable insurance or liability provisions
Any remedy will be offered in accordance with our contractual obligations and relevant law. The fact that a complaint has been made does not in itself guarantee compensation or financial adjustment.
If You Remain Dissatisfied
If you are not satisfied with our final response, you may write to us again setting out clearly which aspects of the decision you disagree with and why. A different manager, where possible, will review your concerns and our handling of the complaint. This internal review will focus on whether the procedure has been followed and whether the decision was reasonable based on the available evidence.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information you provide will be used only for the purposes of investigating and resolving your complaint, improving our services and meeting our legal and regulatory obligations. Personal data will be processed in line with our data protection obligations and retained for an appropriate period as part of our complaints records.
Using This Procedure
By using Ilford Movers services, you agree that this Complaints Procedure is the primary method for raising and resolving concerns with us. We encourage all customers to follow the steps set out here so that we can address issues in a structured, fair and timely way and continue to deliver reliable removal services across our operating areas.
