Complaints Procedure
Elephant and Castle Movers Complaints Process
Elephant and Castle Movers is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our services. This complaints procedure explains how you can raise a concern with us, how we will respond, and what you can expect at each stage.
Our Commitment to Handling Complaints
We treat all complaints seriously and aim to resolve them promptly, fairly, and transparently. Our objectives when handling a complaint are to understand what went wrong, put things right where possible, and prevent a similar issue from happening again. We aim to respond with courtesy, respect, and clarity in every case.
What This Complaints Procedure Covers
This procedure applies to complaints about our moving and removals services, including home moves, office relocations, packing, loading and unloading, storage handling, timing of services, conduct of our team, and the information we provide before, during, or after your move. It covers concerns raised by customers, prospective customers, or individuals directly affected by our services.
How to Make a Complaint
You can make a complaint in writing or by speaking to a member of our team. When raising a complaint, please provide as much detail as possible so we can investigate effectively. It is helpful if you include your full name, your address, the date of your move or booking, a clear description of what went wrong, any relevant reference or booking numbers you may have, and what outcome you are seeking, such as an explanation, an apology, or remedial action.
If you raise your concerns during a move, our on-site team will do their best to deal with the issue immediately. If the matter cannot be resolved on the day, it will be referred to our office team for further review under this complaints procedure.
Time Limits for Raising a Complaint
We encourage you to raise any concerns as soon as possible after the issue occurs. This helps us access accurate information, speak to the relevant staff, and review any records related to your move. In cases involving damage or loss of items, you should tell us as soon as you become aware of the issue so that we can assess it properly.
Stage One: Initial Review and Response
Once we receive your complaint, we will log it and arrange for an appropriate member of the team to review it. We aim to acknowledge your complaint within a reasonable period, explaining that it has been received and is being investigated. During the initial review, we may contact you to clarify details, ask for additional information, or request supporting evidence such as photographs or inventory lists where relevant.
After completing the initial review, we will provide a response explaining our understanding of the issue, what we have found from our investigation, and any actions we propose to take. This may include an apology, an explanation, corrective action in relation to our services, or, where appropriate, an offer of redress in line with our terms and conditions.
Stage Two: Further Investigation
If you are not satisfied with the outcome of the initial review, you can ask for your complaint to be escalated for further consideration. When you do so, please explain why you remain dissatisfied and what outcome you are seeking. A more senior member of our team will then review the complaint, the initial findings, and any additional information you have provided.
Following this further investigation, we will provide a final response that sets out our conclusions and any actions we will take. This stage aims to resolve the matter fully wherever possible.
Evidence and Supporting Information
To help us reach a fair and informed decision, we may ask you for evidence or additional details. This can include photographs showing any damage you are reporting, copies of documents we have provided to you, or a list of items involved in the complaint. We may also review our own records, such as booking confirmations, move plans, inventories, and staff accounts of the work carried out.
Fairness, Respect and Confidentiality
We handle all complaints fairly and without discrimination. Making a complaint will not affect the level of service you receive from us now or in the future. We expect our staff and our customers to behave respectfully at all times while a complaint is being investigated.
All complaints are treated as confidential. Information is only shared within our company on a need-to-know basis so that we can investigate and resolve the matter. We may keep a record of your complaint and the outcome for internal monitoring and training purposes.
Learning from Complaints
Complaints provide valuable insight into how our removals and moving services are experienced by customers. We regularly review the complaints we receive to identify patterns and learn from them. Where appropriate, we may update our training, review our procedures, or adjust how we plan and carry out moves to reduce the chance of similar issues arising in future.
Reasonable Adjustments and Support
If you need help making a complaint, or if you require information in a different format due to personal circumstances, we will make reasonable efforts to support you. You can ask a representative to raise a complaint on your behalf provided they have your permission to do so.
Closing a Complaint
A complaint will be considered closed when we have provided a clear response at the appropriate stage, and either you have confirmed that you are satisfied with the outcome, or we have taken all reasonable steps to address your concerns and explained our final position. We will always aim to reach a fair and practical resolution that reflects the circumstances of your move and our obligations under our terms and conditions.
