Complaints Procedure
Belgravia Movers Formal Complaints Procedure
This Complaints Procedure explains how Belgravia Movers handles concerns and complaints about our moving and removal services. We aim to resolve issues fairly, consistently and as quickly as possible, and to use all feedback to improve the quality and reliability of our home and office removals.
Our commitment to resolving complaints
Belgravia Movers is committed to providing a professional, careful and punctual removal service. If something goes wrong, we want to know. We will treat every complaint seriously, investigate it thoroughly and aim to restore your confidence in our services. We will always treat you with courtesy and respect, and we expect the same in return for our team.
We will make reasonable efforts to resolve issues at the earliest opportunity, often during or immediately after your move. Where this is not possible, this procedure sets out clear stages for you to follow.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services or our staff, whether justified or not, where you would like a response or resolution. This can include concerns about:
Service quality during packing, loading, transport or unloading
Delays, missed time slots or scheduling issues
Damage to property, belongings or premises during a move
Conduct, attitude or appearance of our staff or contractors
Accuracy of information provided about our services
Invoices, charges or any aspect of our pricing once agreed
If you are unsure whether an issue is a complaint or a simple query, please raise it with us and we will guide you.
Raising an issue informally
In many cases, concerns can be resolved quickly and informally. If a problem arises before, during or immediately after your move, please speak to the team leader on site or the office contact with whom you booked your removal. They will try to resolve the issue directly, for example by adjusting the way work is carried out, clarifying timescales or explaining charges.
If you are not satisfied with the outcome of this informal discussion, or if you prefer not to raise matters in this way, you may use the formal complaints process set out below.
How to make a formal complaint
To help us understand and investigate your complaint fully, please provide the following information when you contact us:
Your full name and the address where the removal took place
The date of your move and any reference or quotation number
A clear description of what went wrong and when it happened
Details of any conversations already held with our staff about the issue
What outcome you are seeking, for example explanation, apology or compensation
You may submit your complaint in writing so there is a clear record of the matter. We encourage you to contact us as soon as reasonably possible after the issue arises so that evidence and recollections remain accurate.
Stage one: initial complaint review
Once we receive your complaint, we will log it in our internal system and assign it to a suitable member of our management team for review. We will aim to acknowledge receipt within a reasonable period of time, confirming that your complaint is being investigated and giving you an estimated timescale for our response.
The person handling your complaint may contact you to clarify details, request further information, or ask for photographs or other evidence, especially in cases involving alleged damage or loss of items during the move.
We will then review the documentation relating to your removal, speak to the crew involved where necessary, and consider any relevant company policies or terms and conditions that applied at the time.
Stage two: investigation outcome and response
Following our investigation, we will provide you with a written response explaining:
Our understanding of your complaint
The steps we took to investigate the matter
Our findings based on the information available
Any actions we propose to take to resolve the issue
Where we uphold your complaint, we may offer one or more of the following, depending on the circumstances:
An explanation of what went wrong and why
A sincere apology for any inconvenience or distress caused
Practical steps to put the matter right where possible
A goodwill gesture or, where appropriate and in line with our terms, financial compensation or contribution
Where we do not uphold your complaint in full, we will explain clearly the reasons for our decision and the evidence on which we have relied.
Stage three: further review
If you remain dissatisfied after receiving our written response, you may request a further review. In this case, your complaint and our initial handling will be reconsidered by a senior manager not previously involved, where available.
The senior review will focus on whether the investigation was fair and thorough, whether our decision was reasonable and in line with our procedures and terms, and whether any additional information you provide changes the outcome.
Following this review, we will send you a final response setting out our position and any final offer of resolution.
Time limits and evidence
To ensure that complaints about removal services can be properly investigated, we may apply time limits that reflect the nature of the issue. For example, any claim relating to loss or damage to goods should normally be raised as soon as reasonably practical after completion of the move, and supported by evidence such as photographs and inventories.
Where you have taken out separate insurance for your belongings, you should also check any time limits or notification requirements imposed by that policy, as these may impact the options available to you.
Using our complaints procedure
Using this procedure does not affect your statutory rights. It is designed to give you a clear, structured route to raise concerns with Belgravia Movers about any aspect of our moving and removal services, and to help us reach a fair and practical resolution wherever possible.
We regularly review complaints data to identify trends, improve staff training and refine our processes, so that future customers benefit from a consistently high standard of care throughout their move.
