Complaints Procedure
Holland Park Movers Complaints Procedure
Holland Park Movers is committed to providing a reliable, professional, and courteous removals service for homes and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services and how we will work with you to resolve it fairly and promptly.
1. Purpose of this Complaints Procedure
This procedure sets out how Holland Park Movers will handle any complaint relating to our services, including home and office removals, packing services, storage arrangements, and any associated logistics. Our aims are to:
Provide a clear and accessible process for raising concerns.
Respond to complaints in a timely, transparent, and consistent manner.
Investigate all matters thoroughly and impartially.
Use feedback to improve the quality and safety of our moving services.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction about the service you have received from Holland Park Movers, whether it relates to:
The conduct, punctuality, or attitude of our removal teams or office staff.
The standard of packing, loading, unloading, or delivery.
Damage to property or belongings attributed to our work.
Delays, missed appointments, or communication issues.
The accuracy of quotations, invoicing, or payment terms.
You can raise a complaint even if you are not sure who is at fault. If your concern relates to another organisation we work with, we will advise you where to direct your complaint or obtain further details so we can liaise with them as appropriate.
3. How to Make a Complaint
You may make a complaint in writing or verbally. While we will accept complaints made in any reasonable format, we encourage written complaints where possible so that we can maintain a clear record of your concerns and respond comprehensively.
When making a complaint, please provide the following information where possible:
Your full name and, if relevant, your company name.
Your postal address and preferred method of contact.
Your moving date or booking reference, if available.
A clear description of what went wrong and when it occurred.
Names of any staff members involved, if known.
Details of any loss, damage, or inconvenience suffered.
Any supporting evidence you may have, such as photographs, inventory lists, or correspondence.
If you need assistance in setting out your complaint, please let us know and we will do our best to support you in providing the necessary details.
4. Time Limits for Raising Concerns
To help us investigate effectively, we request that complaints be raised as soon as reasonably possible after the event. In the case of alleged loss or damage to items during removal or storage, we ask that you notify us without undue delay once discovered.
We will always consider circumstances where it was not practical to complain earlier, such as when damage was not immediately apparent. However, the more promptly a complaint is raised, the easier it is for us to investigate and take appropriate action.
5. Acknowledgement of Your Complaint
Once your complaint has been received, we will acknowledge it within a reasonable timeframe. In our acknowledgement we will:
Confirm that we have received your complaint.
Provide the name or role of the person responsible for handling your case.
Outline the next steps in our investigation and an estimated timescale for our response.
If we require additional information from you at this stage, we will explain what is needed and how best to provide it.
6. Investigation and Assessment
We will carry out a thorough and fair investigation of your complaint. This may include:
Reviewing your booking records, inventory, and any related paperwork.
Speaking with the crew members, drivers, coordinators, or office staff involved.
Examining any photographs, condition reports, or delivery notes.
Considering our service terms and relevant industry standards.
We will assess what happened, why it happened, and whether our team followed our standard procedures. If there is any delay in completing our investigation, we will update you and provide a revised timeframe.
7. Our Response and Possible Outcomes
Once our investigation is complete, we will provide you with a clear written response. This will usually include:
A summary of your complaint and the issues you raised.
An explanation of what we have found following our investigation.
Any steps we have taken or will take to address the matter.
Details of any remedy or goodwill gesture we consider appropriate, which may include an apology, corrective action, or other proportionate redress in line with our terms of business.
Where we are unable to uphold your complaint in full, we will explain our reasons as clearly as possible.
8. If You Are Not Satisfied with the Outcome
If you remain dissatisfied after receiving our final response, you can ask for the decision to be reviewed. Your case will then be reconsidered by a senior member of staff not previously involved in the original investigation, wherever possible.
During this review, we may revisit the evidence, check that our procedures were correctly followed, and ensure that our decision was fair and proportionate. We will then write to you with our final position.
9. Confidentiality and Data Protection
All complaints are handled in confidence and in accordance with data protection laws. Information you provide will be used solely for the purpose of investigating and responding to your complaint, improving our removals services, and meeting any legal or regulatory obligations.
We will only share details of your complaint with those directly involved in investigating or resolving it, unless we are required to disclose information by law or with your explicit consent.
10. Using Feedback to Improve Our Services
Holland Park Movers values feedback as an important way to improve the quality, efficiency, and reliability of our removals and storage services. We routinely review complaints data to identify patterns or recurring issues, and we use this insight to:
Refine staff training and supervision.
Improve packing, handling, and transportation procedures.
Enhance communication before, during, and after a move.
Update our terms, policies, and planning processes where needed.
By following this Complaints Procedure, we aim to resolve individual concerns respectfully and promptly, while continually improving the service we provide to all our customers.
