Complaints Procedure
Paddington Movers Complaints Procedure
Paddington Movers is committed to providing a professional and reliable removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and the steps we take to reach a fair resolution.
Purpose and scope
This procedure applies to all customers who use our moving and related services. It covers complaints about the quality of our work, conduct of our staff, timeliness of services, communication, administrative errors, and issues relating to loss or damage where you believe we have not met our obligations.
This procedure does not replace your legal rights. You may still seek independent advice or take further action if you are not satisfied with the outcome of your complaint.
Our complaints principles
We handle complaints in line with the following principles:
We treat every complaint seriously and respectfully.
We aim to resolve issues quickly and informally where possible.
We investigate matters fairly and impartially.
We keep you informed throughout the process.
We learn from complaints to improve our removals service.
Stage 1: Raising a complaint
If you are unhappy with any aspect of our service, please let us know as soon as possible. The earlier you tell us, the quicker we can address your concerns. You can raise a complaint verbally with a team member during your move, or with our office after your move has taken place, or in writing by sending us a clear description of your concern.
When submitting your complaint, please provide the following information so we can locate your booking and understand the issue:
Your full name and, if applicable, company name.
The service date and the collection and delivery addresses.
A clear description of what went wrong, including dates and times where possible.
Details of any items involved, particularly if you believe loss or damage has occurred.
Any photographs or other supporting information you consider relevant.
What you would consider a reasonable outcome or resolution.
Stage 2: Acknowledgement of your complaint
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In most cases this will be within five working days. The acknowledgement will confirm that we have received your complaint and that we have begun to review the details.
If we require further information in order to understand the matter fully, we may contact you to ask for clarification or additional evidence. Providing this promptly will help us to progress your complaint without delay.
Stage 3: Investigation
Your complaint will be assigned to a member of our management team who was not directly responsible for the issue raised. This is to ensure that the matter is reviewed as objectively as possible.
During the investigation we may:
Review your booking details, inventory and service notes.
Speak to the removal crew or office staff involved.
Examine any photographs, correspondence or other documentation.
Where relevant, review our policies, checklists and vehicle logs.
In most instances, we aim to complete our investigation within 20 working days of acknowledging your complaint. If the matter is complex and we require more time, we will inform you of the reason for the delay and provide an updated timescale.
Stage 4: Our response and proposed resolution
Once the investigation is complete, we will provide you with a written response setting out:
A summary of the complaint raised.
The steps we took to investigate the matter.
Our findings based on the available evidence.
Any factors that have affected our decision.
Our proposed resolution, if your complaint is upheld in full or in part.
Depending on the circumstances, possible outcomes may include an apology, service review, corrective actions on future moves, or, where appropriate and in line with our terms and conditions and any applicable insurance cover, a financial settlement or contribution.
Stage 5: If you remain dissatisfied
If you are not satisfied with our response, you may ask for your complaint to be reviewed again. This request should explain why you believe the outcome is incorrect or incomplete and include any further information you want us to consider.
A senior member of our team will then review both the original complaint and the way it was handled. They may contact you to clarify points or obtain further detail. Following this review, we will send you a final written response confirming whether we are changing or upholding our original decision.
Time limits for complaints
For issues relating to loss or damage to items during a move, we ask that you notify us as soon as reasonably possible after delivery. This allows us to investigate while information is still recent and, where necessary, to liaise with any insurers promptly. Please refer to your contract and any insurance documentation for specific time limits that may apply.
Data protection and confidentiality
All complaints are handled in confidence. Information is shared internally only with those who need it to investigate and respond to the matter. Any personal data we process as part of your complaint will be handled in line with our data protection obligations and used only for the purpose of managing and learning from your complaint.
Using complaints to improve our service
We record complaints and monitor them regularly to identify trends and recurring issues. Where appropriate, we use this information to review staff training, update internal procedures, and improve how we deliver our house and office removals services. Our goal is to use every complaint as an opportunity to enhance the quality and reliability of our work for all customers.
Changes to this Complaints Procedure
Paddington Movers may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice. The version available from our office or on our website will always be the most current. We encourage customers to read this procedure before or soon after their move so they understand how we will address any concerns that may arise.
