Complaints Procedure for Colliers Wood Removals
Colliers Wood Removals is committed to providing a professional and reliable removals service for household and business customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it and put it right quickly and fairly. This complaints procedure explains how you can raise a concern about our removals or storage services and how we will manage your complaint from start to finish.
Our Commitment to You
We aim to handle all complaints promptly, politely and consistently. Our objectives when dealing with any concern are to understand what went wrong, to resolve the matter wherever possible, and to learn from the experience so we can improve our services across our operating area.
We will treat every complaint seriously, whether it relates to local moves, longer-distance relocations or storage services. We will deal with you respectfully and keep your personal information confidential in line with our data protection obligations.
What This Procedure Covers
This complaints procedure covers any dissatisfaction you may have with our services, including but not limited to removals, packing, loading and unloading, handling of goods, punctuality, staff conduct, communication and billing. It applies to all customers who have booked services with Colliers Wood Removals, whether for a single local move or ongoing work.
How to Raise a Complaint
You can raise a complaint verbally or in writing. In many cases, issues can be resolved quickly by speaking directly to the move team on the day or to our office team as soon as possible after the service. If you feel that your concern has not been resolved informally, you can escalate it as a formal complaint under this procedure.
When making a complaint, please provide as much detail as possible so we can investigate effectively. Helpful information includes your full name, the service address, the date of your move or booking, a clear description of what went wrong, any relevant times and the names of any staff members you dealt with, if known. You may also provide photographs or other evidence if this will help explain the issue.
Time Limits for Making a Complaint
We ask that you raise any concerns as soon as reasonably possible so that we can investigate while the details are still fresh. For service quality issues, such as delays or conduct, we encourage you to contact us within 7 days of your move. For concerns about potential loss or damage to goods, please notify us as soon as you become aware of the problem and within the timeframes set out in your terms and conditions. We will consider complaints raised later than these periods, but it may be more difficult to obtain the information we need to investigate fully.
Our Complaints Handling Stages
Stage 1: Initial review and acknowledgement. Once we receive your formal complaint, we will record it and arrange for an appropriate member of our team to review the details. We will acknowledge your complaint and confirm that it is being investigated. In many straightforward cases, we may be able to offer a resolution at this stage.
Stage 2: Detailed investigation. If your complaint is more complex, or if you are not satisfied with the initial response, we will conduct a more detailed investigation. This may involve speaking to the move team, reviewing booking records, schedules, photographs, inventory forms or any other relevant documents. We may contact you for further information or clarification where necessary.
Stage 3: Outcome and resolution. Once our investigation is complete, we will provide you with a written response setting out our findings, any steps we have already taken, and any further actions or remedies we propose. Where we have made a mistake, we will apologise and explain how we intend to put things right, which may include corrective action, service improvements or compensation in line with our terms and conditions and applicable law.
Timescales for Responses
We aim to acknowledge all formal complaints promptly. Following acknowledgement, we will usually provide a full response within a reasonable period, depending on the complexity of the case. If we are unable to meet this timescale because further investigation is needed, we will let you know and keep you updated on our progress until the investigation is complete.
Escalating Your Complaint Internally
If you are unhappy with the response you receive at any stage, you may request that your complaint is reviewed by a senior member of our team. The senior reviewer will look at the handling of your complaint so far, consider any additional information you provide, and decide whether any further investigation or actions are required. We will then issue a final position on your complaint from our internal process.
Fairness and Confidentiality
We are committed to dealing with complaints fairly and without discrimination. Your complaint will not affect the way we provide services to you in the future. We will handle all information you give us confidentially and will only share it with staff who need it to investigate and respond, or where we are required to do so by law or regulatory obligations.
Learning from Complaints
Complaints help us highlight where we can improve. We review complaints regularly to identify recurring issues, training needs and opportunities to improve our procedures, vehicles, equipment and customer service. By doing this, we aim to provide a consistently reliable removals service for customers in our local area and beyond.
Feedback and Compliments
We also welcome feedback that is not a complaint, including suggestions and compliments about our service. Positive and constructive comments help us recognise good performance and maintain high standards across our teams.
This complaints procedure is intended to be clear and straightforward. If anything in this document is unclear, or if you need help to make a complaint, please let us know so that we can assist you.
