Complaints Procedure
Complaints Procedure for Battersea Movers
Battersea Movers is committed to providing a reliable and professional removals service for households and businesses. We understand 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 each stage of the process.
Our Commitment to You
We aim to handle all complaints promptly, fairly and consistently. Every expression of dissatisfaction is taken seriously, whether it relates to local or longer-distance moves, packing and unpacking, storage, or any associated services. Our goals are to identify what went wrong, put things right where possible and learn from the experience so we can continually improve.
What Is a Complaint
A complaint is any expression of dissatisfaction about our removals, packing, storage or customer service, where you expect a response or resolution. This can include issues such as service delays, damage concerns, conduct of staff, missing items, communication problems or disagreements about agreed services or charges.
We encourage you to tell us about any issue as early as possible so that we have the best opportunity to resolve it quickly and informally.
How to Make a Complaint
You can raise a complaint verbally or in writing. While we are happy to discuss concerns by phone or in person, we recommend putting your complaint in writing so that we have a clear record of the issues and can respond more effectively.
When making a complaint, please provide the following information where possible:
Your full name and the address where the service took place
Your preferred method for us to contact you
Your booking or reference number, if available
The date and location of the move or service
A clear description of what went wrong, including relevant dates and times
Details of any staff you have already spoken to about the issue
Any evidence that might help our investigation, such as photographs or inventories
What you would consider a fair outcome or resolution
If you need assistance making your complaint, please let us know. We will do our best to support you in setting out your concerns.
Stage One: Informal Resolution
In many cases, issues can be resolved quickly by the team member you first dealt with, such as your move coordinator or a member of our operations team. We encourage you to raise your concern with them as soon as you become aware of a problem.
We will aim to:
Listen carefully and record the details of your complaint
Clarify anything that is unclear
Offer an explanation, apology or solution where appropriate
Confirm any agreed actions and expected timescales
If we are unable to resolve the issue immediately, we will explain the next steps and when you can expect to hear from us again.
Stage Two: Formal Written Complaint
If you are not satisfied with the informal response, or if the matter is more serious or complex, you may submit a formal written complaint. This will be reviewed by a manager or a designated complaints handler who was not directly involved in the initial incident wherever possible.
Once we receive your written complaint, we will:
Acknowledge receipt within a reasonable time
Review your account, relevant documents and any evidence provided
Speak to the staff involved and gather further information if needed
Assess what happened in line with our terms and conditions and industry standards
Consider what, if any, remedial action is appropriate
We will then provide you with a written response setting out our findings, any decision we have reached and the reasons for that decision. Where applicable, we will explain any offers of remedy, such as practical solutions, service improvements or compensation, in line with our contractual obligations.
Response Timescales
We aim to deal with complaints as swiftly as possible. While complex cases may take longer, our general approach is as follows:
Acknowledge formal complaints within a few working days of receiving them
Provide a detailed response within a reasonable period, taking into account the complexity of the issues and the availability of information
Keep you informed if we require more time to complete our investigation
If we are unable to meet these timescales, we will let you know the reason and the revised date by which we expect to provide a full response.
Escalation Within Battersea Movers
If you remain dissatisfied after receiving our formal written response, you may request an internal review. Your complaint will then be reconsidered by a senior member of our team who has not previously handled the matter.
The senior reviewer will:
Re-examine the complaint, the evidence and the previous decision
Consider whether the investigation was thorough and fair
Decide whether the outcome should be upheld, varied or overturned
Communicate a final position to you in writing, explaining the reasons
External Guidance and Rights
This complaints procedure does not affect your statutory rights. Depending on the nature of your complaint, you may also be able to seek independent advice or alternative dispute resolution once our internal process has been completed. Any such options would sit alongside, and not replace, your usual consumer rights under applicable law.
Data Protection and Confidentiality
All complaints are handled in line with our data protection obligations. Information you provide will be used only for the purpose of investigating and resolving your complaint, for staff training and for improving our services. Details are shared internally only with those who need to be involved in the investigation or review.
Using Feedback to Improve Our Service
Every complaint is an opportunity for Battersea Movers to review how we operate and to strengthen the quality and reliability of our removals services. We analyse complaint trends and, where appropriate, update our staff training, operational procedures and communication to help prevent similar issues arising in future.
By outlining this complaints procedure clearly, we aim to reassure our customers that any concerns about their move will be handled carefully, respectfully and with a genuine commitment to reaching a fair outcome.
