Complaints Procedure
Chelsea Movers Complaints Procedure
Chelsea 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, how we will respond, and the standards you can expect from us throughout the process.
Our commitment to resolving complaints
We take all complaints seriously and aim to resolve them promptly, fairly, and in a way that is transparent for our customers. Every complaint is an opportunity for us to review our performance, improve our services, and make sure that future moves are handled to a high standard.
We will always aim to:
Listen carefully to your concerns and understand what has happened from your perspective.
Investigate your complaint thoroughly and objectively.
Provide a clear explanation of our findings and any actions we will take.
Keep you informed of progress if the issue cannot be resolved immediately.
What counts as a complaint
A complaint is any expression of dissatisfaction about our removals, packing, storage, or associated services that requires a response. This may relate to areas such as service quality, staff conduct, communication, scheduling, or the way your belongings have been handled.
If you are unsure whether your concern is a complaint, you can still raise it with us. We will treat it with the same level of care and direct you to the appropriate person to help.
Raising an informal concern
For many issues, the quickest way to resolve a problem is to speak with a member of the Chelsea Movers team as soon as possible. If you are on site during your move, you can approach the team leader or supervisor and explain the issue. If the move has already taken place, you may contact our office and ask to discuss the matter with the person responsible for your booking.
Where possible, we will try to resolve your concern immediately or within a short period of time. If we are unable to resolve it informally, or if you remain dissatisfied, you can escalate the matter using our formal complaints process.
Making a formal complaint
If your concern cannot be resolved informally, or you prefer a more structured review, you can submit a formal complaint. When doing so, please provide as much detail as possible, including the date of your move, the address of the property or properties involved, a description of what happened, and the outcome you are seeking.
Clearly state that you wish to make a formal complaint so that we can ensure it is handled in accordance with this procedure. The complaint will then be logged and assigned to a manager who was not directly responsible for the original service where possible.
What happens after you submit a complaint
Once your formal complaint has been received, we will follow a clear process:
Acknowledgement: We will acknowledge your complaint within a reasonable timeframe, confirming that it has been logged and is being reviewed. We may ask you for further information or clarification if needed.
Investigation: A manager will review the details of your complaint, examine relevant documents such as quotes, inventories, and job sheets, and where appropriate speak to team members and any third parties involved.
Outcome: Once the investigation is complete, we will provide you with a written response explaining our findings, any responsibility accepted by Chelsea Movers, and any actions we will take to resolve the issue.
Resolution may include an apology, an explanation, corrective action to put things right, or steps to prevent similar issues from occurring again.
Timescales for responding
We aim to resolve complaints as quickly as reasonably possible. In many cases, we can provide a full response within a short period after acknowledgement. If your complaint is more complex or involves third parties, the investigation may take longer.
Where additional time is required, we will let you know and provide an indication of when you can expect a full response. We will also keep you updated if there are any significant changes to this timescale.
Escalating your complaint within Chelsea Movers
If you are not satisfied with the outcome of your complaint or the way it has been handled, you can request that it be escalated for further review. Your complaint will then be considered by a more senior manager who will review the original decision, the evidence, and any new information you wish to provide.
Following this review, we will issue a final response setting out our position. This marks the end of our internal complaints procedure.
Your responsibilities when making a complaint
To help us deal with your complaint efficiently, we ask that you:
Raise your concerns as soon as reasonably practical, particularly where they relate to a recent move.
Provide clear, accurate, and complete information about the issue.
Cooperate with any reasonable requests for further details or evidence.
Communicate with our team in a respectful manner.
This ensures that we can focus on reaching a fair and constructive outcome.
Complaints about loss or damage
If your complaint relates to loss of or damage to your belongings, it is important that you notify us as soon as you become aware of the issue. Where relevant, we may ask for supporting evidence such as photographs, inventories, and invoices to help assess the claim.
All such complaints will be assessed in line with the terms and conditions agreed before the move, including any limits on liability and any insurance arrangements in place.
Using this procedure
This Complaints Procedure applies to all domestic and commercial customers using Chelsea Movers for removals, storage, packing, or related services. By setting out a clear process, we aim to give you confidence that any concerns will be treated seriously and handled in a professional and consistent way.
We review this procedure periodically to ensure it remains accurate, relevant, and aligned with good practice in the removals sector.
