Complaints Procedure
Finchley Movers Complaints Procedure
Finchley Movers is committed to providing reliable, professional removals and related services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern with us, how we will respond, and what you can expect at each stage. Our aim is to resolve issues fairly, promptly and transparently.
1. Purpose and Scope
This procedure applies to complaints about any service provided by Finchley Movers, including home removals, office moves, packing services, storage handling and associated logistics. It is designed for customers who have booked, used or completed a service and wish to raise a concern about our conduct, communication, charges or the quality of work carried out.
This procedure does not cover initial enquiries, general feedback or routine requests for information, which are handled by our customer service team in the usual way. However, we welcome all feedback and may use it to improve our services and processes.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, where you are seeking a response or resolution. Examples can include:
• Concerns about how your belongings were handled or protected during a move
• Disputes over agreed services, timings or charges
• Issues with communication, staff conduct or service reliability
• Dissatisfaction with how a previous concern was addressed
You do not need to use specific language or terms for your concern to be treated as a complaint. If you tell us you are unhappy with our services and want us to look into it, we will follow this procedure.
3. How to Raise a Complaint
You can raise a complaint verbally or in writing. We encourage you to contact us as soon as possible after the issue arises, ideally within a reasonable time of the move or service being completed. When raising a complaint, please provide:
• Your full name and any relevant booking reference
• The date and location of the service
• A clear description of what went wrong
• Any supporting information, such as inventories, correspondence or photographs
• What outcome or resolution you are seeking
Providing detailed information at the start helps us understand the issue and investigate more effectively.
4. Informal Resolution Stage
Where possible, we aim to resolve concerns informally and quickly. In many cases, the fastest way to resolve a problem is to speak with the coordinator or representative who managed your move. They will listen to your concerns, clarify any misunderstandings and, where they are able, offer a solution at this stage.
If you are not satisfied with the response at this informal stage, or if the matter is more serious or complex, you may wish to proceed to a formal complaint.
5. Formal Complaint Stage
To escalate your concern formally, please set out your complaint in writing. Once we receive your formal complaint, we will:
• Acknowledge receipt as soon as reasonably possible
• Record the details in our internal complaints log
• Appoint a member of our management team to review your case
The manager handling your complaint will be someone who is suitably senior and, wherever possible, not directly involved in the original matter.
6. Investigation Process
Your complaint will be investigated thoroughly and impartially. This may involve:
• Reviewing your booking details, service notes and relevant documentation
• Speaking with the team members involved in your move
• Assessing any photographs, inventories or condition reports
• Considering industry standards and our internal policies
If we require further information or clarification from you, we will contact you during the investigation. Providing timely responses will help avoid delays.
7. Our Response and Timeframes
Once the investigation is complete, we will send you a written response setting out:
• A summary of your complaint
• The steps we took to investigate
• Our findings and conclusions
• Any proposed resolution or remedy
We aim to provide a full written response within a reasonable timeframe. If, due to complexity or the need to gather additional information, we are unable to respond within that period, we will let you know and provide an updated timescale.
8. Possible Outcomes and Remedies
Where your complaint is upheld, either in full or in part, we will consider appropriate remedies. These may include, where relevant and appropriate:
• An apology and explanation
• Practical steps to put things right where possible
• A review of internal processes or staff training
• Financial remedies, in line with our terms of business and any applicable insurance arrangements
Any remedy will be based on the circumstances of your case, the extent of any loss or inconvenience, and our contractual obligations.
9. If You Remain Dissatisfied
If you are not satisfied with the outcome of the formal complaint, you may ask for a further review. A different senior member of our team will re-examine the case, including the investigation and decision reached. They will consider whether the complaint was handled fairly and whether the outcome remains appropriate.
We will then confirm our final position to you in writing. This final response will indicate that our internal complaints process has been exhausted.
10. Confidentiality and Data Protection
All complaints are handled confidentially. Information is shared only with those who need it to investigate and respond, or where we are required to disclose it by law. We will store complaint records securely in line with our data protection obligations and our retention policies.
11. Learning from Complaints
Finchley Movers views complaints as an important source of feedback. We monitor complaints regularly to identify patterns, areas for improvement and training needs for our removals teams and office staff. By doing so, we aim to continually improve the quality, safety and reliability of our services for customers planning moves of all sizes.
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and in line with our commitment to fair treatment and professional standards across all of our moving services.
