Complaints Procedure
Canary Wharf Movers Complaints Procedure
Canary Wharf Movers is committed to providing a professional and reliable removals service for homes and businesses. We understand that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve the way we work. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Our commitment to you
We value feedback from all customers using our moving and relocation services. Complaints are treated seriously, handled in confidence, and used as an opportunity to review and improve our processes. Our aims when dealing with a complaint are to:
Listen carefully and understand your concerns.
Deal with your complaint promptly and fairly.
Keep you informed at each stage of the process.
Offer a clear explanation of what happened and why.
Provide a suitable remedy where your complaint is upheld.
What this procedure covers
This procedure applies to complaints about any aspect of our removals and related services, including but not limited to:
Domestic home moves.
Office and business relocations.
Packing, unpacking, and loading services.
Storage arrangements related to your move.
Customer service and communication.
Conduct and behaviour of our moving teams.
Claims relating to loss or damage to goods handled by us.
If your concern relates to something outside our direct control, such as third-party services arranged separately by you, we will explain this clearly and let you know what support, if any, we are able to offer.
Who can make a complaint
This complaints procedure is available to any customer who has booked or used our moving services, including residential clients, commercial clients, and their authorised representatives. If you ask someone to act on your behalf, we may need your permission to share information about your move with them.
How to make a complaint
You can raise a complaint verbally or in writing. While we will always try to help if you speak to us in person or by phone, we recommend putting your complaint in writing wherever possible. This helps ensure we have a clear record of your concerns and can respond thoroughly.
When submitting a complaint, please provide the following information:
Your full name and contact details.
Your moving date and collection and delivery addresses.
Your booking or reference number, if available.
A clear description of what went wrong and when it happened.
Details of any conversations you have already had with our team about the issue.
What outcome or resolution you are seeking.
If your complaint involves loss or damage, please include a list of the affected items, a short description of the damage or loss, and any supporting evidence such as photographs or estimates where available.
Time limits for raising complaints
To help us investigate fairly, we ask that you raise any complaint as soon as possible after the issue occurs. For complaints involving loss or damage to goods, we may specify time limits in our terms and conditions. We encourage you to check those terms and contact us without delay if you believe there is a problem with your belongings or with the service you have received.
How we will handle your complaint
Our complaints process is designed to be fair, transparent, and timely.
Step one: Acknowledgement
Once we receive your complaint, we will send you an acknowledgement. This will confirm that we have received your concerns and will tell you who is responsible for handling your complaint. At this stage, we may ask for further information or evidence if it is needed to carry out a proper review.
Step two: Investigation
The person handling your complaint will review all relevant information, which may include your booking details, job sheets, driver and crew reports, photographs, correspondence, and any applicable terms and conditions. We may also contact you to clarify points or to ask additional questions.
During the investigation, we will consider whether our service met the standards promised in our contracts, policies, and any applicable industry guidance for removal companies.
Step three: Response and outcome
Once the investigation is complete, we will write to you with our findings. Our response will usually include:
A summary of your complaint.
An explanation of what we have found.
Any steps we have taken or propose to take.
Where appropriate, details of any offer we are making to resolve the matter.
We will also tell you what you can do if you are not satisfied with our decision.
Possible remedies
Where a complaint is upheld, we will seek to provide a fair and reasonable remedy. Depending on the circumstances, this may include:
A sincere apology and explanation.
Practical steps to correct a mistake, where possible.
Service improvements or staff training to prevent a recurrence.
Financial compensation or a contribution towards costs, where appropriate and in line with our terms and conditions and any relevant insurance cover.
The type of remedy offered will depend on the nature of the complaint, the impact on you, and the findings of our investigation.
Timescales
We aim to handle all complaints as quickly as we reasonably can. The time needed will depend on the complexity of the issues and whether we need additional information from you or from our moving teams. If, for any reason, we are unable to provide a full response within a reasonable time, we will let you know and keep you updated on progress.
If you remain dissatisfied
If you are unhappy with the outcome of your complaint, you may ask us to review the decision. Wherever possible, this review will be carried out by someone who was not directly involved in the original investigation. We will consider any new information you provide and will confirm our final position to you in writing.
Continuous improvement
Every complaint helps us learn and improve the way we manage house moves, office relocations, storage, and packing services. We regularly review complaints data to identify patterns, highlight training needs, and update our procedures, so that we can provide a more reliable and professional moving experience for all our customers.
This complaints procedure does not affect your statutory rights or any other rights you may have under our contract, at law, or through any applicable dispute resolution or regulatory arrangements.
