Merton Removals Customer Complaints Procedure

Merton Removals is committed to providing a reliable, professional and courteous removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We aim to resolve all complaints fairly, transparently and as quickly as possible. Every complaint is treated seriously, whether it relates to packing, loading, transportation, storage, delivery or the conduct of our staff. We use feedback to improve our service and to help prevent similar issues from arising in future.

This procedure applies to all domestic and commercial customers who have used, or have booked, any of our removal or associated services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction with our service, whether justified or not, where you would like us to investigate and provide a response. This may include, but is not limited to:

Delays in collection or delivery of your belongings. Concerns about how items were handled, packed, loaded or unloaded. Issues with communication, including quotations, booking confirmations or updates. Problems related to storage, access or condition of stored items. The attitude, behaviour or professionalism of our staff or contractors. Disputes about charges, invoicing or agreed services.

If you are unsure whether your concern is a complaint, you are welcome to raise it with us and we will clarify how it will be handled.

How to Make a Complaint

You can make a complaint verbally or in writing. While we accept complaints raised by phone or in person, we recommend putting your concerns in writing to help ensure that all relevant details are recorded accurately. This is particularly important for complaints relating to damage, loss or complex service issues.

When making a complaint, please provide as much of the following information as possible:

Your full name and the name under which the booking was made. The service address and destination address for your move. Your booking or reference number, if known. The date of your move or the period of storage. A clear description of your concern and what went wrong. Any supporting details, such as item descriptions for damage or loss. What outcome or resolution you are seeking, where applicable.

We encourage you to raise any concern as soon as possible after the event so that we can investigate while information is fresh and records are readily available.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable time. Our acknowledgement will confirm that we have received your complaint, note the main issues as we understand them, and explain the next steps in the process. Where appropriate, we may ask for further information to help us carry out a full and fair investigation.

Our Investigation Process

Your complaint will be reviewed by an appropriate member of our management team who is independent of the event where possible. The investigation may include:

Reviewing your booking details, quotation and any written communications. Checking schedules, route planning notes and job sheets. Speaking with the staff members involved in your move. Inspecting any relevant photographs or reports, if available. Considering any applicable terms and conditions that formed part of your contract.

We aim to reach a clear understanding of what happened and whether our service met the standards we set for ourselves and those reasonably expected by our customers.

Timeframes for Response

We aim to provide a full written response within a reasonable period, depending on the complexity of your complaint. Straightforward issues may be resolved quickly, while more complex matters, such as those involving alleged loss or damage, may require a longer investigation. If we cannot provide a full response within our usual timeframe, we will keep you informed of progress and let you know when you can expect a final reply.

Our Response and Possible Outcomes

When our investigation is complete, we will explain our findings and any decision we have made. Where we find that our service fell below our standards, we will let you know what we propose to do to put matters right, which may include one or more of the following:

An apology and explanation of what went wrong. Practical steps to correct the issue where possible. A review of our internal procedures or staff training. Consideration of appropriate financial remedies, in line with our terms and conditions and any applicable insurance or cover.

Where we do not uphold a complaint, we will explain our reasons clearly and provide the information on which we based our decision.

Escalating Your Complaint

If you are not satisfied with our final response, you may request that your complaint is reviewed by a more senior manager within Merton Removals. When doing so, please explain why you disagree with the outcome and provide any additional information you believe we should consider.

The senior review will focus on whether the complaint was handled fairly and thoroughly, and whether the outcome was reasonable in light of the evidence. We will then provide you with a further written response confirming whether our original decision stands or requires adjustment.

Complaints About Loss or Damage

Where your complaint involves alleged loss or damage to your belongings, we may request additional details such as item descriptions, estimated values, photographs and proof of ownership where appropriate. Any such complaints will be considered in line with our terms and conditions and any applicable cover options you selected at the time of booking.

It is important that any loss or damage is reported to us as soon as reasonably possible after discovery so that we can inspect items if needed and preserve relevant evidence.

Data Protection and Confidentiality

All complaints are handled in confidence. Information you provide will only be shared internally with staff who need it to investigate and respond to your complaint, or externally where required by law or necessary to protect our legal rights. We will handle your personal information in accordance with our data protection obligations.

Continuous Improvement

Merton Removals welcomes feedback from customers across our local service areas and beyond. We monitor complaints to identify recurring issues, trends and opportunities to improve our removals and storage services. This may result in updated training, revised procedures or improvements to our communication and booking processes.

By following this Complaints Procedure, we aim to resolve individual concerns fairly and also strengthen the quality and reliability of our service for all customers.