Complaints Procedure
Enfield Movers Complaints Procedure
At Enfield Movers we aim to provide a reliable, professional removals and storage service. 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.
Purpose of this Complaints Procedure
The purpose of this procedure is to give you a clear and fair way to tell us when you are unhappy with any aspect of our service, from booking and quotations through to packing, loading, transport, storage, or delivery. It also sets out the steps we will take to investigate your complaint and, where appropriate, put things right.
This procedure applies to all domestic and commercial customers who use our removals and related services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This can include, but is not limited to, issues such as:
Delays in collection or delivery of your goods, concerns about how items have been handled or protected, missing or damaged items, behaviour, conduct, or attitude of our staff or contractors, accuracy or clarity of quotations or invoices, administrative errors in bookings or documentation, communication problems before, during, or after your move.
We treat all complaints seriously, whether they are minor issues that can be resolved quickly or more complex matters that require detailed investigation.
How to Make a Complaint
You can make a complaint in writing or verbally. Wherever possible, we encourage you to provide your complaint in writing, as this helps us to understand the issue clearly and to keep an accurate record.
Please provide the following information when you submit your complaint:
Your full name and, if applicable, business or organisation name, the service you used, such as house move, office relocation, or storage, the date or dates of the work, your booking or reference number if you have one, a clear description of what went wrong, including relevant times and locations, details of any losses, damage, or inconvenience suffered, copies of any supporting documents or photographs.
If you make a complaint verbally, we may ask you to confirm the details in writing so that we can ensure we have a complete and accurate record.
Timescales for Raising a Complaint
We ask that you raise any complaint as soon as possible after the event. This helps us to investigate promptly while information is still fresh, and it may increase the chances of recovering or repairing any affected items.
For damage to property or goods, we ask that you notify us as soon as reasonably practical after noticing the issue. Some elements of our investigation may be affected if a complaint is raised a long time after the move has taken place.
Our Complaints Handling Stages
Stage 1: Acknowledgement
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint and will tell you how it will be handled and by whom.
Stage 2: Investigation
Your complaint will be investigated by an appropriate member of our team. This may include:
Reviewing your booking details and any related paperwork, speaking with any crew members or staff involved in your move, examining photographs, inventories, and any relevant notes taken on the day, visiting the property or storage unit if needed and practical.
We may contact you during this stage to clarify details or to request additional information.
Stage 3: Response and Outcome
Once our investigation is complete, we will write to you with a clear explanation of our findings. Our response will set out:
What we understand your complaint to be, what we have done to investigate, the outcome of the investigation, any actions we propose to take.
Where we accept that we have fallen short of the standards you can reasonably expect, we will explain what we can do to put matters right. Depending on the circumstances and subject to our terms and conditions, this may include practical steps, repairs, replacement, or financial remedies where appropriate.
If You Are Unhappy with the Outcome
If you are not satisfied with our response, you can ask for your complaint to be reviewed. When you do so, please explain why you remain unhappy and what outcome you are seeking.
A more senior member of our team will review the handling of your complaint, the evidence considered, and the decision reached. They may contact you for further information before providing a final response.
Our Commitment to Fairness and Respect
We are committed to handling all complaints fairly, consistently, and with respect. Making a complaint will not affect the level of service you receive from us in the future. We ask that our staff are also treated politely and with respect throughout the process.
We understand that moving home or business premises can be stressful, and we will always aim to communicate clearly, listen carefully to your concerns, and deal with matters as promptly as we reasonably can.
Confidentiality and Data Protection
Information you provide as part of a complaint will be handled in line with our data protection responsibilities. Details of your complaint will only be shared with those who need to know in order to investigate and respond. Records of complaints are retained for an appropriate period so that we can monitor our performance, improve our services, and meet any legal or regulatory requirements.
Learning from Complaints
We view complaints as an important source of feedback. We regularly review the issues raised to identify patterns and areas where we can improve our removals and storage services. This may include additional staff training, changes to our processes, or improvements to our communication and documentation.
By following this complaints procedure, we aim to resolve individual concerns and to strengthen the quality and reliability of our services for all customers.
Alternative Dispute Options
If, after our final response, you remain dissatisfied, you may wish to seek independent advice about your options for further action. This could include exploring consumer advice services or other appropriate dispute resolution routes. Any such steps are separate from this internal complaints procedure and may be subject to their own rules and timescales.
This complaints procedure is intended to be clear and accessible. If there is anything you do not understand, or if you require assistance in making a complaint, please let us know so that we can help you use this process effectively.
