Complaints Procedure
Complaints Procedure at Notting Hill Movers
Notting Hill Movers is committed to delivering a reliable and professional removals service for homes and businesses. 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 each stage.
Our Commitment to You
We aim to handle all complaints fairly, consistently and promptly. Every complaint is an opportunity to review our performance and improve our removals, packing and storage services. We will treat you with respect at all times and will expect the same courtesy for our staff.
We will always try to resolve issues informally first, wherever possible, while still keeping a clear record of what has happened and what has been agreed.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, whether it relates to a house move, flat move, office relocation, packing service, storage arrangement, punctuality, conduct of staff, or the handling of your belongings. You may complain if you feel that:
Our service did not match what was agreed in your quotation or booking confirmation.
We have not followed our stated procedures or terms.
Our staff acted in an unprofessional or discourteous manner.
There is a problem with loss of or damage to your property.
Your complaint may be made during your move or after the service has been completed.
How to Make a Complaint
You can make a complaint verbally or in writing. While we are happy to discuss concerns by phone or in person, we recommend putting formal complaints in writing so that there is a clear record of the issues and any supporting details, such as dates, addresses, and inventory descriptions.
Please include the following information when making a complaint:
Your full name and the address where the move took place or was scheduled to take place.
The date of your move or the date the issue occurred.
A clear description of what went wrong, including any relevant times and details of staff involved.
Details of any loss or damage, including photographs if available.
What outcome or resolution you are seeking.
Time Limits for Complaints
We ask that you raise any concerns as soon as you become aware of them so that we have the best opportunity to investigate and resolve matters promptly.
For damage or loss relating to your belongings, please notify us as quickly as possible after your move, particularly if the issue could affect insurance or claims processes. Where possible, keep all packaging and do not attempt repairs until we have had an opportunity to review the issue with you.
How We Will Handle Your Complaint
Our complaints process is designed to be straightforward and transparent. It generally follows the stages below.
Stage 1: Initial Acknowledgement
When we receive your complaint, we will acknowledge it within a reasonable period. For written complaints, this acknowledgement will normally confirm that we have received your concerns and are starting an investigation.
Stage 2: Investigation
A member of our management team will review your complaint. This may include:
Checking booking records, inventories and job sheets.
Speaking with the crew or coordinators involved in your move.
Reviewing any photographs or evidence you have supplied.
We may contact you during this stage to request further information or clarification.
Stage 3: Response and Proposed Resolution
Once our investigation is complete, we will provide a clear response explaining our findings and any action we propose to take. This may include:
An apology and explanation.
Rectification work, where appropriate and feasible.
Discussion of any compensation, subject to our terms and conditions and any applicable insurance cover.
Advice on how to escalate your complaint if you remain dissatisfied.
Timescales for Response
We aim to provide a full response within a reasonable timeframe from acknowledging your complaint. In cases where the investigation is more complex, such as where multiple parties or external insurers are involved, we will keep you updated on progress and let you know if additional time is required.
Escalating Your Complaint
If you are not satisfied with the outcome of the initial investigation, you may request that your complaint is reviewed at a higher level within Notting Hill Movers. When doing so, please explain why you disagree with the initial decision and what further outcome you are seeking.
The escalated review will consider all the previous information, as well as any new details you provide. We will then issue a final position on your complaint.
Claims for Loss or Damage
Where your complaint relates to loss of or damage to your belongings during a move, we will handle it in line with our terms and conditions and any insurance policies that may apply to your booking.
To assist with any claim, please provide:
A description of each damaged or missing item.
Photographic evidence where available.
Any proof of purchase or approximate value, if requested.
We may need to inspect items or request independent assessments before agreeing any settlement. Any payment offered will take into account the age and condition of items and the level of cover in place.
Unreasonable or Abusive Behaviour
We understand that moving can be stressful and that complaints often arise in difficult circumstances. We will always treat you with courtesy and will work to resolve issues calmly and constructively.
However, we reserve the right to terminate communications where behaviour becomes abusive, threatening, or otherwise unreasonable. In such cases we may continue to deal with the complaint in writing only, or, in extreme situations, may close the complaint if constructive dialogue is not possible.
Continuous Improvement
Every complaint received by Notting Hill Movers is logged and reviewed to help us identify patterns and areas where our removals, packing and storage services can be strengthened. Feedback from customers plays an important role in staff training, operational planning, and the refinement of our service standards.
By following this complaints procedure, we aim to resolve your concerns fairly and efficiently and to maintain your confidence in our ability to manage local and longer distance moves with care.
