Complaints Procedure
Earls Court Movers Complaints Procedure
Earls Court Movers is committed to providing a professional and reliable removals and storage service. We recognise that, on occasion, things may not go as planned. When that happens, we want to hear from you so we can put matters right, learn from the experience, and continually improve our moving services.
This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at every stage of the process.
Our Commitment to You
We aim to handle every complaint in a fair, transparent and timely manner. When you raise an issue with us, we will:
Listen carefully to your concerns and treat you with courtesy and respect.
Investigate the matter thoroughly and objectively.
Provide a clear explanation of our findings and any actions we will take.
Use the outcome to improve our removal and customer service processes wherever possible.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, whether related to booking, quotations, packing, loading, transport, delivery, storage, customer care or after-move support. You may complain if you feel that:
We have not delivered our moving or storage service as agreed.
There has been damage, loss or delay connected to your move.
Our staff have acted in a way you consider unprofessional.
Our communication, documentation or charges were unclear.
We treat all complaints seriously, regardless of whether they are made during the move, immediately after, or at a later date.
How to Make a Complaint
You can raise a complaint in writing. Written complaints help us understand the details clearly and maintain an accurate record of what has happened.
Please include the following information so we can investigate efficiently:
Your full name and address.
Any reference number or details of your booking.
The date of your move or the service in question.
A clear description of what went wrong and when it happened.
Details of any conversations already held with our team.
What you feel would be a reasonable resolution.
Where possible, provide any supporting evidence, such as photographs of damage, inventory notes, or signed documents connected with your move or storage.
Timescales for Raising a Complaint
We ask that you raise any concerns as soon as possible after the issue arises. This allows us to investigate while details are still fresh and any relevant documents or items remain readily available.
In cases involving loss or damage to goods, we recommend that you notify us promptly after delivery, once you have had a reasonable opportunity to inspect your belongings.
How We Will Handle Your Complaint
When we receive your complaint, the process will normally follow these steps:
1. Acknowledgement. We will confirm receipt of your complaint and let you know that it is being reviewed. We will also provide an indication of the expected timescale for our response.
2. Initial Review. Your complaint will be passed to an appropriate member of the management team who was not directly involved in the original issue wherever possible. They will review the information you have provided along with our internal records, moving documents and any relevant photographs or notes.
3. Investigation. We may contact you to request additional information or clarification. We may also speak with the crew members or office staff involved, review route details, packing notes, inventories, condition reports and any other material that can help us understand what happened.
4. Response and Outcome. Once the investigation is complete, we will write to you with our findings. Our response will explain:
What we have understood from your complaint.
What we have discovered from our investigation.
Whether we accept, partially accept or do not accept your complaint.
Any steps we have taken or propose to take to resolve the matter.
We aim to provide a full written response within a reasonable and clearly stated timeframe. If, for any reason, we are unable to meet that timescale, we will update you and let you know when you can expect a final reply.
Possible Resolutions
Depending on the nature of the complaint, possible outcomes may include:
An apology and explanation of what went wrong.
Corrective action, such as revisiting your property to complete agreed work.
Practical solutions, where appropriate and feasible.
Consideration of compensation or reimbursement, in line with our terms and conditions and any applicable insurance cover.
Internal changes to our processes, training or communication to prevent a similar situation from arising in future.
If You Are Not Satisfied with Our Response
If you remain unhappy after receiving our written response, you may ask for your complaint to be reviewed again by a more senior manager. In doing so, please explain why you disagree with our initial findings or resolution.
The senior reviewer will look at your complaint, the investigation already carried out, and any new information you provide. They may uphold, change or overturn the original decision, and will provide a further written response setting out their reasons.
Claims for Loss or Damage
Where your complaint involves alleged loss or damage to items during packing, transit or delivery, we will carefully review all relevant documentation and evidence. This may include:
Inventory or condition reports recorded before and after the move.
Photographs or videos provided by you or our team.
Notes made by the removals crew at collection and delivery.
Our terms and conditions and any applicable insurance arrangements.
Any settlement offer or compensation will be assessed in line with these documents and the applicable level of cover. It is important that you keep any damaged items, packaging materials and related evidence until the complaints and claims process is complete.
Learning from Complaints
Every complaint gives us an opportunity to improve. We regularly review the complaints we receive to identify trends or recurring issues and to refine our training, planning and communication across our moving and storage operations.
By sharing your experience with us, you help Earls Court Movers to maintain high standards of service and to provide a more reliable removal experience for all customers.
Updates to This Procedure
We may update this complaints procedure from time to time to reflect changes in our services, internal processes or legal requirements. The version published here will always be the one that applies to how we handle your complaint at the time it is made.
If you have any questions about this procedure or are unsure how to raise a complaint, please contact us using our usual communication channels and a member of our team will guide you through the process.
