Complaints Procedure
Greenwich Movers Complaints Procedure
Greenwich Movers is committed to providing a professional, reliable and courteous removals service. We aim to resolve any issues quickly and fairly, and we take all complaints seriously. This Complaints Procedure explains how you can raise a concern about our services and what you can expect from us at each stage of the process.
Scope of this Complaints Procedure
This procedure applies to all domestic and commercial customers who have used Greenwich Movers for removal, packing, storage, or related services. It covers concerns about service quality, conduct of staff, damage to property or belongings, delays, administration errors, or any other aspect of our work that you consider unsatisfactory.
This document sets out our internal process. It does not affect your statutory rights or any legal remedies that may be available to you under consumer law.
Our Commitment to You
When you make a complaint, Greenwich Movers will:
Listen to your concerns and treat you with respect and courtesy at all times. Take your complaint seriously and investigate it carefully and impartially. Aim to resolve the matter as quickly as possible, usually within clearly defined timeframes. Keep you informed about the progress of your complaint and any actions we take. Use your feedback to improve our services and prevent similar issues in the future.
Informal Resolution
We encourage customers to raise any concerns as soon as possible, ideally on the day of the move or as soon as an issue is noticed. Many concerns can be resolved quickly and informally through discussion with our team.
If you are unhappy with any aspect of our removal service, please speak to the team leader on site, or contact our office to explain the problem. Where possible, we will try to resolve the matter immediately or within a short period of time by clarifying information, providing an explanation, or taking practical steps to put things right.
Making a Formal Complaint
If your concern cannot be resolved informally, or you prefer a more formal approach, you can make a formal complaint. A formal complaint should clearly set out:
Your full name and any reference information or booking details you have. The date and location of the service you are complaining about. A clear description of what happened and why you are dissatisfied. Details of any loss, damage, or inconvenience you have suffered. The outcome or resolution you are seeking, if you have a preferred solution.
Please submit your complaint in writing so that we can record and review it properly. Once we receive your complaint, we will log it in our internal system and begin our investigation.
Acknowledgement and Timescales
We aim to acknowledge all formal complaints within a reasonable time of receiving them. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps of the process.
We will then carry out a detailed investigation. This may involve speaking to the moving team, reviewing documentation such as quotes and inventories, checking any photographs or records we hold, and, where necessary, asking you for further information or evidence.
We aim to provide a full written response within a reasonable period from the date of acknowledgement. If we are unable to complete our investigation within this time, we will inform you of the delay, explain why more time is needed, and give you an updated timescale.
How We Investigate Complaints
Our investigation will be conducted fairly and objectively. We will consider all relevant information provided by you and by our staff. We will examine whether our team followed our internal procedures, industry best practice, and the terms and conditions agreed with you.
Where your complaint relates to damage or loss, we may ask for photographs, repair or replacement estimates, or other supporting evidence. We may also arrange to inspect any damaged items where this is appropriate and practical.
When we have completed our investigation, we will write to you with our findings, explaining what we have concluded and why. If we uphold your complaint, we will also explain what actions we will take to resolve the matter and to prevent similar issues from occurring again.
Outcomes and Remedies
Depending on the nature of your complaint, possible outcomes may include:
A formal apology and explanation. Practical steps to correct a mistake or complete an outstanding part of our service. Contribution towards repair or replacement of damaged items, where responsibility is established in line with our terms and conditions and any applicable insurance. Review and improvement of our internal processes, staff training, or service standards.
Any financial remedies will be considered in accordance with your contract with us, relevant insurance cover, and applicable law. We will always aim to reach a resolution that is fair to both you and Greenwich Movers.
Escalating Your Complaint
If you are not satisfied with our final response, you may ask for your complaint to be reviewed at a higher level within Greenwich Movers. In your request, please explain which aspects of our decision you disagree with and why.
We will arrange for a senior member of our team, who was not directly involved in the initial investigation, to review the complaint, the evidence, and the outcome reached. After this review, we will provide you with a further written response setting out our final position.
Confidentiality and Data Protection
All complaints are handled in line with our privacy and data protection obligations. Information you provide will be used only for the purpose of investigating and resolving your complaint, monitoring our service standards, and meeting any legal or regulatory requirements. We share complaint details internally only with staff who need the information in order to respond properly.
Using Feedback to Improve Our Service
Greenwich Movers values all feedback, including complaints, as an important way to monitor and improve the quality of our removal and related services. We regularly review complaint trends to identify areas where we can improve training, procedures and communication, helping us deliver a more reliable and efficient moving experience for every customer.
By following this Complaints Procedure, we aim to resolve any problems in a fair, timely and constructive manner while maintaining high standards of customer care throughout the moving process.
