Complaints Procedure
Roehampton Movers Complaints Procedure
Roehampton Movers is committed to providing reliable and professional removals and related services. 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 from us at every stage. Our aim is to handle all complaints promptly, fairly and transparently, and to use the outcome to improve our services.
Purpose and scope of this complaints procedure
This procedure covers complaints about our removals and associated services, including domestic and commercial moves, packing services, storage handling, and any other work carried out by Roehampton Movers. It applies to customers who have used our services or have a confirmed booking with us.
This procedure does not cover general enquiries, quotes or routine service adjustments, which should be discussed with our customer support team as part of normal communication. It also does not replace your legal rights, which remain unaffected.
What we consider a complaint
A complaint is any expression of dissatisfaction from a customer about our service, whether justified or not, where you would like us to investigate and provide a formal response. Examples include concerns about service quality during a house move, delays, staff conduct, loss or damage to items, misunderstanding about charges, or communication issues before, during or after your move.
How to make a complaint
You can raise a complaint in writing or verbally. We encourage written complaints where possible, as this helps us record all relevant details clearly. When submitting a complaint, please provide the following information so we can investigate efficiently:
Your full name and contact details
Your booking reference or moving date
The address where the service was provided
A clear description of what went wrong and when it happened
Details of any staff members or crews involved, if known
Any supporting information you feel is relevant, such as inventory notes, photographs of damage, or correspondence about the move
If you make a verbal complaint, we may ask you to confirm the details in writing to ensure accuracy.
Initial acknowledgement of your complaint
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. Our acknowledgement will usually confirm:
That we have received your complaint
The name or role of the person responsible for handling it
Any further information we may need from you at this stage
If we are able to resolve your complaint quickly, we may provide a response at the same time as our acknowledgement. If the matter requires further investigation, we will explain that in our acknowledgement.
Investigation process
Your complaint will be investigated by an appropriate member of our management or customer service team who is not directly involved in the issue being complained about where possible. The investigation may include:
Reviewing your booking details, inventory, and service records
Speaking with the removals crew or staff involved in your move
Examining any photographs, documents or other evidence you have provided
Considering our service terms and any relevant guidance or industry standards
During the investigation, we may contact you to clarify details or request additional information to ensure we understand your concerns fully.
Timescales for responding
We aim to provide a full written or verbal response to your complaint within a reasonable period, taking into account the complexity of the matter. If we are unable to provide a final response within this time, we will keep you updated on progress and let you know when you can expect a further reply.
Some complaints, particularly those involving potential loss or damage to goods or complex scheduling issues, may take longer to investigate. In such cases, we will ensure you are informed about any delays and the reasons for them.
Our response and possible outcomes
Once we have completed our investigation, we will explain our findings and any actions we propose to take. Our response will aim to be clear, fair and based on the evidence available. Depending on the outcome, our response may include:
An explanation of what happened and why
An apology where appropriate
Details of any corrective measures we will take, either in relation to your booking or our internal processes
Information about any remedies or offers we may be able to provide, in line with our terms and conditions and any applicable limitations
If we are unable to uphold your complaint, we will explain the reasons clearly.
If you are not satisfied with the outcome
If you remain unhappy after receiving our response, you may request that the complaint is reviewed by a senior member of our team who was not involved in the original investigation wherever practicable. The review will consider whether the complaint was handled fairly and whether the outcome remains appropriate in light of all information available.
After this review, we will issue a final position on your complaint. This marks the end of our internal complaints process. We will remind you of any external options that may be open to you under your statutory rights, where applicable.
Time limits for raising complaints
We encourage you to raise any issues as soon as possible so that we can address them promptly and while information is still fresh. Concerns about damage or loss to items should be reported without undue delay after your move and in accordance with any time limits described in our terms and conditions. Reporting issues early usually helps us reach a quicker and more accurate resolution.
Confidentiality and data protection
All complaints will be handled in confidence and in line with our data protection obligations. Information about your complaint will be shared only with staff who need it to investigate and resolve the matter or to improve our services. We will retain records of complaints for a reasonable period to help monitor service quality and comply with legal and regulatory requirements.
Using complaints to improve our service
Roehampton Movers treats every complaint as an opportunity to learn and improve. We regularly review complaints to identify patterns, training needs and ways to enhance the reliability and professionalism of our removals services. Feedback from customers, whether positive or negative, is an important part of our commitment to continuous improvement.
By following this Complaints Procedure, we aim to resolve issues with fairness and respect while maintaining the high standards expected of a professional moving company.
