Complaints Procedure
Watford Movers Complaints Procedure
This complaints procedure explains how Watford Movers manages and resolves complaints relating to our removals and related services. We aim to provide a clear, fair and timely process so that any issues are dealt with professionally and consistently.
Purpose of This Complaints Procedure
The purpose of this procedure is to give customers a straightforward way to tell us when something has gone wrong and to understand how we will respond. We use feedback and complaints to improve our packing, moving, storage and customer support services across our operating areas.
This procedure applies to all customers who use Watford Movers for domestic or commercial moves, storage, packing services or any associated work carried out by our teams.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff conduct, communication, charges, timelines or the condition of goods after a move, where you expect a response or resolution.
Examples can include concerns about how a removal was carried out, damage or loss of items, delays, unclear information about charges, or the behaviour of crew members or office staff.
We will treat all complaints seriously, whether they are minor issues that can be resolved quickly or more complex matters that require investigation.
How to Raise a Complaint
We encourage you to raise any concerns as soon as possible, ideally within a reasonable time after the issue arises. This helps us investigate more effectively and resolve matters more quickly.
You can raise a complaint in any written format, such as a letter or an online contact form. Please explain that you wish to make a complaint and provide clear details so we can understand the issue.
When submitting a complaint, include the following information where possible:
• Your full name and any reference or booking number.
• The address where the service took place and the date of the move or service.
• A clear description of what went wrong, including times and names of staff if known.
• Details of any loss or damage, including photographs if available.
• What outcome or resolution you are seeking.
If you are unable to provide all of this information, we will still accept your complaint and help you clarify the details during our investigation.
Our Complaints Handling Stages
Stage One: Acknowledgement
Once we receive your complaint, we will acknowledge it in writing within a reasonable period of time. In our acknowledgement we will confirm that we have received your complaint, identify who will be dealing with it and outline the next steps.
Stage Two: Investigation
A member of the management team will review your complaint in detail. This may involve:
• Checking job records, inventories and signed documents.
• Speaking to the crew or staff involved.
• Reviewing photographs or other evidence you have supplied.
• Assessing whether our procedures were followed correctly.
We may contact you to ask for further information or clarification where needed. We aim to complete this investigation within a reasonable timeframe, depending on the complexity of the matter.
Stage Three: Response and Outcome
After the investigation is completed, we will send you a formal written response. This will explain:
• Our understanding of your complaint.
• The steps we took to investigate the matter.
• Our decision and the reasons behind it.
• Any proposed resolution or remedial action.
Possible outcomes may include an apology, an explanation, corrective actions to prevent a recurrence, or where appropriate, financial settlement in line with our terms and conditions and any applicable insurance or liability limits.
Stage Four: Escalation Within Watford Movers
If you are not satisfied with our stage three response, you can ask for your complaint to be reviewed by a more senior manager. You should set out why you remain dissatisfied and what further outcome you are seeking.
A senior member of our team will review the complaint, the investigation and the decision already made. Following this review, you will receive a final written response setting out our position.
Timeframes
We aim to acknowledge complaints promptly and provide a full response within a reasonable period. For more complex complaints, the investigation may take longer. In such cases, we will keep you updated on progress and let you know when you can expect a full response.
Complaints About Loss or Damage
If your complaint relates to loss of or damage to your goods, it is important to notify us as soon as possible after the service has been completed. This allows us to inspect any damage where appropriate and to review relevant documentation and photographs.
All claims for loss or damage will be assessed in accordance with our terms and conditions and any applicable insurance cover that may be in place. We may request supporting evidence, such as photographs, purchase receipts or repair estimates.
Confidentiality and Data Protection
All complaints are handled in confidence and information is shared only with those who need it to investigate and respond. We handle personal data in line with our privacy practices and applicable data protection requirements.
Using Complaints to Improve Our Service
Feedback and complaints are an important part of how we improve our removals and related services. We regularly review complaint outcomes to identify trends, training needs and opportunities to refine our procedures, customer communication and on-site working practices.
Accessibility and Assistance
If you need help making a complaint, or if you require this procedure in an alternative format, please let us know. We will do our best to make the process accessible and to provide support where reasonably possible.
By following this procedure, Watford Movers aims to ensure that all complaints are handled fairly, consistently and with respect, helping to maintain a high standard of service for customers using our removal and storage solutions.
