Complaints Procedure
Crystal Palace Movers Complaints Procedure
Crystal Palace Movers is committed to providing a professional, reliable removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right where possible and learn from the experience. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work to resolve issues fairly and promptly.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear, fair and accessible process for dealing with complaints about our services. It applies to all customers who use our moving, packing, storage or related services. Our aim is to:
Listen carefully to your concerns and understand what has happened.
Resolve issues quickly wherever possible.
Keep you informed throughout the process.
Use feedback to improve our services for future customers.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. This may include, for example:
Concerns about the way your move was scheduled or carried out.
Issues relating to punctuality, staff conduct or communication.
Concerns about the condition of your belongings on collection or delivery.
Disputes about charges, quotations or payment.
Any aspect of our removals or storage services that you feel has not met the standards you expected.
If you are unsure whether your concern is a complaint, we encourage you to contact us so that we can discuss it with you.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage you to provide as much detail as possible so that we can fully understand the issue. When submitting your complaint, please include:
Your full name and the address where the service took place.
The date of your move or the relevant service.
A clear description of the issue and what you feel went wrong.
Any supporting information, such as inventory notes, photographs or job references, if available.
What outcome or resolution you are seeking, where applicable.
Complaints can be made by speaking to a member of our team, by writing to us, or through our usual contact channels. If you raise your concern with a member of staff on the day of your move, they will try to resolve it immediately wherever possible. If the matter cannot be resolved on the spot, it will be referred to management for formal review.
Time Limits for Raising a Complaint
To help us investigate effectively, we ask that you raise your complaint as soon as reasonably possible after the event. Concerns about damage or loss should be reported promptly so that we can review any relevant documentation and information while it is still readily available.
Our Complaints Handling Process
We follow a structured process to ensure your complaint is handled fairly and consistently.
1. Acknowledgement
Once we receive your complaint, we will acknowledge it within a reasonable period. We will confirm that we have received your complaint and provide an initial indication of the next steps and indicative timescales for our investigation.
2. Investigation
Your complaint will be reviewed by a member of our management team who was not directly involved in the issue wherever practical. The investigation may include:
Reviewing your booking details, inventory and any relevant documentation.
Speaking with the team members involved in your move.
Reviewing photographs or other evidence you have supplied.
Assessing whether our service met our own standards and industry expectations.
3. Response and Outcome
After completing our investigation, we will provide you with a clear written response setting out:
Our understanding of your complaint.
The steps we took to investigate the matter.
Our findings and any conclusions we have reached.
Any proposed resolution or practical steps we can take.
Where appropriate and in line with our terms and conditions, possible outcomes may include an explanation or apology, corrective action, service improvements, or financial remedies where these are due.
If You Are Not Satisfied
If you are unhappy with our initial response, you can ask for your complaint to be reviewed again. This escalation will be considered by a senior member of our team, who will reassess the information, look at any additional details you provide, and confirm whether the original decision should be upheld or changed.
We will explain our final position clearly and the reasons for our decision. Once this stage is complete, we will consider the complaint process to be exhausted, unless new information becomes available that materially affects the outcome.
Fairness and Confidentiality
We handle all complaints in a fair and unbiased manner. We will treat you with respect and expect the same courtesy towards our staff. Complaints will be kept confidential and shared only with those who need to know in order to investigate and respond. Information from complaints may be used in an anonymised way to improve our services and staff training.
Using Complaints to Improve Our Services
Feedback from customers across our service area is vital in helping us maintain and improve standards. We regularly review complaints and outcomes to identify patterns, refine our procedures, and enhance the way our team plans and carries out moves. This may include additional training, adjustments to our packing and handling processes, or improvements in communication before and during your relocation.
Accessibility of this Procedure
This complaints procedure is available to all customers and can be provided in alternative formats on request. If you need assistance in making a complaint, please let us know and we will do our best to support you.
Crystal Palace Movers is committed to dealing with concerns openly and professionally. By following this procedure, we aim to give every customer a clear route to voice issues and the confidence that their complaint will be taken seriously and handled with care.
