Complaints Procedure for Colliers Wood Removals

Colliers Wood Removals is committed to providing a reliable, professional and courteous moving service for homes and businesses. 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 and how we will deal with it.

Our Commitment to You

We aim to handle all complaints promptly, fairly and consistently. Whether your concern relates to a local home move, office relocation or storage service, our objective is to understand what has gone wrong, to resolve it where possible, and to learn from the experience.

We will treat you with respect at all times and expect our team members to behave professionally throughout the complaints process. In turn, we ask that customers communicate with our staff courteously while we work to address any issues raised.

What This Procedure Covers

This complaints procedure applies to any dissatisfaction you may have with our removal or related services, including but not limited to:

Delays, missed appointments or timetable changes on moving day; conduct or attitude of our staff; handling, packing or loading of your belongings; damage or loss of items during removal or storage; accuracy of quotations and billing; communication before, during or after your move; health and safety concerns connected with our services.

This procedure does not cover matters that are already the subject of legal proceedings or insurance claims being dealt with directly by an insurer, though we will still cooperate with any investigations where appropriate.

Raising a Complaint Informally

We encourage customers to raise issues as soon as they arise. In many cases, problems can be resolved quickly and informally by speaking with the team on site or the office team handling your booking.

Where possible, please give our staff the opportunity to address your concerns during the move itself. For example, if you are unhappy with the way items are being packed or positioned in your property, raising this immediately gives us the best chance to correct the situation.

Making a Formal Complaint

If your concern is not resolved informally, or if you prefer to raise it in a more structured way, you may submit a formal complaint. When doing so, please provide as much detail as you can, including:

Your full name and any reference or booking details you were given; the date and location of the service; a clear description of what went wrong and how it affected you; details of any conversations you have already had with our staff about the issue; any evidence that may help us to investigate, such as photographs or an inventory.

A formal complaint should be made as soon as reasonably possible so that we can investigate while events are still fresh in everyone’s mind. Complaints raised a long time after the move may be more difficult to investigate fully, but we will still review them carefully.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will log it and begin an investigation. Our usual steps are as follows:

Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being investigated. Where necessary, we may ask you for further information to clarify the issues you have raised.

Investigation: We will review the details of your complaint, which may include speaking to the staff involved, checking job records and inventory lists, and examining any photographs or other evidence you have provided.

Outcome: After completing our investigation, we will provide you with a response explaining our findings. Where we accept that we are at fault, we will explain what we propose to do to put matters right. Where we do not uphold part or all of your complaint, we will explain the reasons for that decision.

Timeframes: We aim to provide a full response within a reasonable period from the date we receive all the necessary information. If, for any reason, our investigation takes longer, we will keep you informed of progress.

Possible Resolutions

Depending on the nature of the complaint and the outcome of our investigation, potential resolutions may include:

An apology and explanation; corrective action during or after the move, where still possible; a review of our internal procedures or staff training; consideration of compensation where appropriate and in line with our terms and conditions and any applicable insurance cover.

Any offer of compensation will take into account the specific circumstances of the case, the level of cover agreed in your contract, and any relevant industry guidelines. We will clearly explain how any proposed amount has been calculated.

Escalating Your Complaint

If you are unhappy with the initial outcome, you may ask for your complaint to be reviewed by a more senior member of our management team. When requesting an escalation, please tell us which parts of our response you disagree with and why, and provide any additional information you feel is relevant.

The reviewing manager will reconsider your complaint, including the original investigation and response, and will provide a further written outcome. This will usually represent our final position on the matter.

Your Responsibilities

To help us deal with your complaint effectively, we ask that you:

Provide accurate and complete information; raise concerns as soon as possible; keep any relevant documents, photographs or receipts; cooperate with reasonable requests for further details; communicate in a polite and respectful manner.

We reserve the right to end communication where a complainant behaves in an abusive, threatening or discriminatory way towards our staff, though this will not affect our obligation to deal fairly with any legitimate issues raised.

Learning From Complaints

Every complaint is an opportunity for us to review how we operate. We regularly analyse the concerns raised by our customers in order to identify patterns, improve training, and refine our processes. This helps us to provide a smoother, more reliable moving experience for households, tenants and businesses using our services.

By following this complaints procedure, we aim to resolve issues fairly and promptly and to maintain the high standards that customers expect from Colliers Wood Removals.