Complaints Procedure
Queen's Park Movers Complaints Procedure
Queen's Park Movers is committed to providing a reliable and professional removals service for homes and businesses. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right where possible and improve our service for the future. This Complaints Procedure sets out how you can raise a concern with us, how we will handle your complaint, and what you can expect from us throughout the process.
Purpose and Scope of This Procedure
This procedure applies to all customers of Queen's Park Movers who wish to complain about any aspect of our services, including packing, loading, transport, storage, unloading, or customer support. It covers both one-off house moves and repeat or contract removal services. It is designed to treat all complaints fairly, consistently, and within reasonable timescales, while allowing us to investigate the circumstances thoroughly.
A complaint is any expression of dissatisfaction, whether spoken or written, where a response is explicitly or implicitly expected. We welcome all feedback, positive or negative, as an opportunity to learn and improve the way we carry out removals and related services.
How to Make a Complaint
You may raise a complaint in writing or by speaking to us directly. We encourage you to provide as much detail as possible about the issue so that we can understand what has happened and investigate effectively. When making a complaint, please include:
The date of your move or service, your full name and address, a clear description of what went wrong, details of any items or services affected, and what outcome you are seeking, such as an explanation, apology, corrective work, or financial consideration where appropriate.
If your complaint relates to a specific removal crew or a particular stage of the move, it is helpful to provide the names of any individuals you dealt with, if known, along with any relevant reference numbers or documentation you may have received from us.
Initial Resolution
In many cases, concerns can be resolved quickly and informally by discussing them with our team at the time they arise. If you experience a problem during packing, loading, or delivery, please speak to the team leader on site as soon as possible so they can attempt to address the issue immediately.
If your concerns cannot be resolved on the day, or if you prefer not to raise the matter at the time, you can contact our office to log a formal complaint. Our office staff are trained to record your complaint accurately, ensure it is passed to the appropriate person for review, and confirm that it will be investigated under this procedure.
Formal Complaint Acknowledgement
Once your formal complaint has been received, we will acknowledge it within a reasonable period of time. This acknowledgement will confirm that we have recorded your complaint and will explain the next steps in the process. We may request further information from you if anything is unclear or if additional details are required to carry out a fair and thorough investigation.
We will also inform you who is responsible for handling your complaint. Wherever possible, complaints will be handled by a manager who was not directly involved in the original issue, to help ensure an impartial review.
Investigation Process
We will investigate your complaint carefully, taking into account all available information. This may include speaking to the removal crew, reviewing job sheets, checking inventory lists, examining photographs, and looking at any relevant correspondence. In the case of damage or loss, we may ask for photographs of the items concerned or for access to inspect them in person.
Our aim is to establish what happened, why it happened, whether it could have been avoided, and what we can reasonably do to put matters right. We will assess the complaint in line with our terms and conditions, insurance arrangements, and industry good practice for removal services.
Timescales for Response
We aim to provide a full written response to your complaint within a reasonable period after acknowledging it. If the investigation is likely to take longer than expected, we will keep you informed and provide an update on progress and the revised timescale.
Some complaints, especially those involving complex moves, third-party services, or significant damage, may require additional time to review. In these situations, we will still keep you updated and will respond as soon as we are able to provide a considered and complete answer.
Our Decision and Outcome
Once our investigation is complete, we will write to you with our findings and conclusions. Our response will explain:
The issues you raised and how we have considered them, the outcome of our investigation and any relevant evidence, whether your complaint has been upheld in full, in part, or not upheld, and any action we propose to take as a result.
Where appropriate, outcomes may include an explanation of what went wrong, an apology, corrective work, service improvements, or financial redress consistent with our terms, conditions, and insurance cover. We will always aim to reach a fair and reasonable resolution based on the facts available.
If You Remain Dissatisfied
If you are unhappy with the outcome of your complaint, you may request a further review. In that case, your complaint and our response will be reviewed by a senior member of our management team who was not involved in the earlier handling of your complaint. They will consider whether the procedure has been followed correctly and whether the decision reached should be upheld, varied, or reconsidered.
The outcome of this review will be our final position on the complaint. We are committed to dealing with all complaints in a respectful and constructive manner, even where we may ultimately disagree.
Using Your Feedback to Improve Our Service
All complaints received by Queen's Park Movers are recorded and monitored. We use the information gained from complaints to identify patterns, highlight areas where our staff may need additional training, and develop improvements in the way we plan and deliver moves for customers.
By sharing your concerns with us, you help us to refine our services and maintain high standards in our removals and related operations. We value every opportunity to learn from customer experiences and to ensure that future moves run as smoothly and efficiently as possible.
Confidentiality and Data Protection
We handle all complaint information in line with our data protection obligations. Details of your complaint will be shared only with those who need to know in order to investigate and respond. We will retain records of complaints for an appropriate period so that we can track trends and demonstrate that we have dealt with issues properly.
By following this Complaints Procedure, Queen's Park Movers seeks to provide a clear, fair, and accessible way for customers to raise concerns about their move and to obtain a prompt and reasonable response.
