Complaints Procedure
Finsbury Park Movers Complaints Procedure
Finsbury Park Movers is committed to providing a reliable and professional removals service for domestic and commercial customers. If something goes wrong, we want to know about it so that we can put things right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.
Purpose of this complaints procedure
This procedure is designed to provide a clear and fair process for dealing with complaints about our removal, packing, storage and related services. We aim to resolve most issues quickly and informally, but where this is not possible, this procedure ensures that your complaint is formally acknowledged, investigated and responded to in a timely and transparent way.
This procedure applies to all customers of Finsbury Park Movers, including private households, landlords, tenants and business clients using our moving and relocation services.
What we class as a complaint
A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of service, the actions or lack of action by Finsbury Park Movers or anyone acting on our behalf. This may include, for example:
Issues with punctuality, handling of goods, packing, loading, unloading or delivery during your move.
Concerns about the conduct, attitude or behaviour of our staff or contractors.
Disputes about the service provided compared with what was quoted or agreed.
Problems with communication, administration, booking or follow-up after your move.
Concerns about damage, loss or delays relating to your belongings.
We encourage you to raise concerns as soon as possible so we can address them promptly.
How to make a complaint
You can make a complaint verbally or in writing. Written complaints help us to understand the issue clearly and create an accurate record, so we encourage you to set out your concerns in writing where possible.
Please include the following information when you contact us:
Your full name and the address where the removal service was carried out.
The date of your move and any reference or booking number you were given.
A clear description of what went wrong and when it occurred.
Any supporting details, such as inventory lists, photographs of damage, or copies of quotations and invoices.
What outcome you are seeking, for example an explanation, an apology, corrective action or compensation.
If you make a complaint by phone or in person, we may ask you to confirm the details in writing so that we have a clear record of your concerns.
Timescales for raising a complaint
To help us investigate effectively, we ask that you raise your complaint as soon as reasonably possible and within a reasonable time of the issue occurring. For complaints relating to damage or loss of items, we strongly recommend that you notify us as soon as you become aware of the issue so that we can review the circumstances and any relevant documentation without delay.
Our complaints handling process
We aim to deal with complaints in a fair, consistent and professional manner. Our complaints handling process generally follows the stages below.
Stage 1: Initial response and acknowledgement
Once we receive your complaint, we will:
Log your complaint on our internal system.
Assign it to an appropriate member of staff for review.
Acknowledge receipt of your complaint and provide a reference for future correspondence.
We will normally acknowledge your complaint within a reasonable period of receiving it. Where a full response can be provided quickly, we may combine the acknowledgement and the response.
Stage 2: Investigation
The person handling your complaint will carry out a thorough and impartial investigation. This may include:
Reviewing your booking details, quotation and any correspondence.
Checking job sheets, inventories and delivery notes.
Speaking to the team members involved in your move or service.
Reviewing photographs, videos or other evidence you have provided.
Assessing relevant terms and conditions and any applicable insurance arrangements.
We will consider all available information and aim to understand what happened, why it happened and how we might prevent similar issues in future.
Stage 3: Outcome and response
Following our investigation, we will provide a written response setting out:
Our understanding of your complaint.
The findings of our investigation.
Whether your complaint has been upheld in full, in part, or not upheld.
Any actions we propose to take, which may include an apology, an explanation, corrective work, service improvements or, where appropriate, compensation in line with our terms, conditions and insurance cover.
We aim to provide a reasoned and clear explanation, even if we do not agree with all aspects of your complaint.
If you are not satisfied with our response
If you are unhappy with the outcome of our investigation or believe that we have misunderstood aspects of your complaint, you can request a further review. In doing so, please explain which parts of our response you disagree with and provide any additional information you would like us to consider.
A more senior member of our team will then review your complaint, our initial investigation and response, and any new information you have provided. They will provide a final written response, which will usually conclude our internal complaints process.
Confidentiality and data protection
All complaints will be handled sensitively and in accordance with relevant data protection laws. Information you provide will only be shared with those who need it to investigate and respond to your complaint or to improve our services. We will retain records of your complaint and our responses for an appropriate period in line with our data retention policies.
Our commitment to improvement
Finsbury Park Movers views complaints as an important source of feedback. We regularly review the complaints we receive to identify patterns, training needs and opportunities to improve our removals services, customer communication and operational processes. By following this complaints procedure, we aim not only to resolve individual issues but also to enhance the experience of future customers.
If you have any questions about this complaints procedure, or if anything is unclear, please let us know when you contact us. We are committed to dealing with all complaints fairly, professionally and in a timely manner.
