Complaints Procedure
Dulwich Movers Complaints Procedure
This Complaints Procedure explains how Dulwich Movers receives, investigates, and resolves complaints relating to our removals, packing, storage, and associated services. Our aim is to deal with all complaints fairly, consistently, and as quickly as reasonably possible, while using your feedback to improve our services.
Purpose and scope of this procedure
This procedure applies to all customers who use Dulwich Movers for residential or commercial moves, storage, packing, or related services. It covers issues that arise before, during, or after a move, including but not limited to booking, quotation, handling of goods, punctuality, conduct of staff, and post-move follow up.
The procedure is intended for service-related complaints. Separate processes may apply for insurance claims, legal disputes, or matters involving third parties such as landlords, building management, or other contractors.
Our commitment to resolving complaints
Dulwich Movers is committed to treating every complaint seriously, whether it is minor or complex. We aim to:
Listen carefully to your concerns and understand what has gone wrong from your perspective.
Respond in a clear and timely manner, providing regular updates where an investigation takes longer.
Act fairly and impartially, reviewing all relevant information and speaking with staff involved where appropriate.
Offer a reasonable explanation, apology, and where appropriate, a remedy or corrective action.
Use complaint outcomes to improve our local removals and storage services.
How to make a complaint
You can raise a complaint verbally or in writing. We encourage you to raise concerns as soon as possible, preferably while the move or service is ongoing or shortly afterwards, so that we can address issues promptly.
When making a complaint, please provide as much detail as you can, including:
Your full name and, if applicable, the name of the person who made the booking.
The service provided by Dulwich Movers, for example house move, flat move, office move, or storage.
The date of the move or service and any reference number provided at booking or on your paperwork.
A clear description of what happened, what you are dissatisfied with, and when the issue occurred.
Details of any conversations already held with our staff about the issue.
What outcome you are seeking, such as an explanation, correction, or review of charges.
Stage one: Initial review and response
At the first stage, your complaint will normally be dealt with by a member of the office or customer service team. If your complaint is made on the day of the move, the team will usually liaise with the crew leader or operations coordinator to understand what has happened.
We will acknowledge your complaint as soon as reasonably practicable. For straightforward issues, we may be able to provide an immediate response. For more complex matters, we will explain that we need time to investigate and will give you an estimated timescale for our full reply.
During the initial review, we may:
Check your booking details, quotation, and any agreed changes.
Review notes recorded by our operations team or office staff.
Speak to the crew members involved, if necessary.
Request further information or clarification from you.
Once the initial review is complete, we will provide a response explaining our findings, any action we propose to take, and, where appropriate, any goodwill gesture or adjustment.
Stage two: Escalation to management
If you are not satisfied with the outcome at stage one, you can request that your complaint be escalated to a manager. This should generally be done within a reasonable time of receiving the initial response so that the details remain clear and easier to review.
The manager will carry out a more detailed review, which may include:
Re-examining all relevant paperwork, including inventory sheets, job sheets, and any risk assessments.
Holding further discussions with the staff involved, where appropriate.
Considering any new information you provide and any supporting evidence such as photographs of alleged damage.
Reviewing how our terms and conditions apply to the situation.
After this review, the manager will provide a written response setting out the conclusion, the reasons for that decision, and any final offer of resolution. This will normally represent Dulwich Movers final position on the complaint.
Timeframes for handling complaints
We aim to acknowledge complaints promptly and to provide a full response within a reasonable period, taking into account the complexity of the matter and the need to gather information. In some cases, for example where third parties are involved or where there are extensive documents to review, the investigation may take longer. If this occurs, we will keep you informed of progress and provide an updated timescale.
Complaints involving damage or loss
In complaints that involve possible damage to property, loss of items, or disputes over condition, it is important that you raise the issue with us as soon as it is noticed. This gives us the best chance of understanding what has happened and whether it falls within our responsibilities.
We may ask you to provide photographs, inventories, or other evidence, and to specify the items involved. Where relevant, we will also check our internal records, including condition notes made before or during the move.
Outcomes in these cases will depend on the circumstances of the move, the terms and conditions agreed before the service, and any applicable insurance arrangements.
Fair treatment and confidentiality
All complaints will be handled with respect and without discrimination. Making a complaint will not affect the level of service you receive from Dulwich Movers on current or future bookings.
We treat complaint information as confidential and will share details only with those who need to know in order to investigate and respond. Information may be used in anonymised form for training, quality assurance, and service improvement.
Using feedback to improve our service
Complaints and feedback help us to identify areas where our local removals and storage services can be improved. We regularly review complaints to identify patterns, such as recurring issues with scheduling, communication, packing, or handling of goods. Where we identify a trend, we may update staff training, change procedures, or review our equipment and resources.
Review of this complaints procedure
Dulwich Movers may update this Complaints Procedure from time to time to reflect changes in our operations, relevant industry practice, or legal requirements. The version in force at the time you raise your complaint will apply to the handling of that complaint.
