Complaints Procedure
Sutton Movers Complaints Procedure
This Complaints Procedure explains how Sutton Movers manages and resolves complaints about our services, including home removals, office moves and related packing and storage services. We are committed to handling all concerns professionally, fairly and within reasonable timeframes.
Our Commitment To You
Sutton Movers aims to deliver a reliable, careful and efficient removals service. If something goes wrong, we want to know about it so we can put matters right and improve our service. We treat every complaint seriously and use the information to review our processes, staff training and service standards.
We will always aim to:
Listen carefully to your concerns and fully understand the issues raised.
Handle your complaint in a polite, respectful and non-confrontational manner.
Investigate the facts thoroughly and objectively.
Respond within reasonable and clearly communicated timescales.
Offer a fair and proportionate outcome, in line with our terms and conditions.
What This Procedure Covers
This procedure applies to complaints relating to Sutton Movers services, including but not limited to:
House and flat removals.
Office and commercial moves.
Packing, unpacking and dismantling or reassembly services.
Loading, transport and unloading of goods.
Short-term or long-term storage of goods.
Customer service before, during and after a move, including quotations and booking processes.
It does not apply to general enquiries, requests for quotes or routine booking amendments, which are handled as standard customer service requests rather than complaints.
Raising A Complaint
If you are dissatisfied with any aspect of our removals or storage service, you should raise your concern as soon as possible so that we can address it promptly.
You can raise a complaint verbally with a member of the Sutton Movers team at the time of your move. Where possible, we encourage you to raise issues straight away so that our staff can attempt to resolve the matter on the spot.
You can also submit a complaint in writing. When doing so, please provide as much information as possible, including your full name, the service address, the date of the move or booking, a clear description of the problem, any steps already taken to address it, and any supporting evidence such as photographs or inventories.
Time Limits For Complaints
To help us investigate effectively, we ask that complaints are raised within a reasonable time from the date of the move or the date you became aware of the issue. Damage to property or goods should be reported as soon as practicable, ideally within a few days of completion of the service, together with any relevant evidence.
How We Handle Your Complaint
Once we receive your complaint, Sutton Movers will follow these steps.
Acknowledgement. We will acknowledge your complaint and confirm that it is being reviewed. If further information is required to understand the issue fully, we will request clarification or additional details.
Initial Assessment. We will review the nature of your complaint and decide whether it can be resolved quickly or requires a more detailed investigation. Some straightforward matters can be settled promptly, while more complex issues may take longer.
Investigation. For more detailed complaints, we may speak with the team members involved in your move, review job records, inventories, photographs, vehicle logs and any other relevant documentation. This helps us establish the facts and assess any responsibility under our terms and conditions.
Outcome. Once the investigation is complete, we will contact you with our findings and any proposed resolution. This may include an explanation, an apology where appropriate, corrective work, service improvements or, where justified and in line with our contractual terms, a goodwill gesture or compensation.
Expected Timescales
Our aim is to resolve complaints as quickly as the circumstances allow. Straightforward issues may be resolved within a few working days. More complex matters, especially those involving potential damage, loss or insurance claims, may take longer while all information is gathered and properly assessed.
If we expect the investigation to exceed our normal timeframes, we will inform you and keep you updated on progress until a final outcome is reached.
Outcomes And Remedies
Where Sutton Movers is found to be at fault, we will seek to put things right in a fair and proportionate manner. Possible outcomes may include:
A clear explanation of what went wrong and why.
An apology from the relevant team or management.
Practical steps to resolve any outstanding service issues.
Review or reinforcement of staff training and internal procedures.
Where appropriate and in line with our terms and conditions and any applicable insurance arrangements, financial compensation or contribution towards repair or replacement.
Any remedy offered will take into account the scope of the service, the extent of any loss or inconvenience, the evidence available and any applicable contractual limits and exclusions.
Escalating Your Complaint
If you are not satisfied with the initial outcome, you may request that your complaint is reviewed by a senior member of the Sutton Movers management team. When asking for an escalation, please explain why you disagree with the decision or outcome previously communicated, and provide any further information that may not have been considered.
The management review will consider all existing information, as well as any new points you have raised, and will either uphold, vary or overturn the original decision. You will be informed of the outcome of this review and the reasons for the decision.
Claims For Loss Or Damage
Where your complaint relates to alleged loss of or damage to goods or property connected with a removal or storage service, your claim will be considered in line with the terms and conditions applicable to your booking and any relevant insurance cover. It is important that you retain any damaged items where safe to do so, and provide photographs, inventories and receipts if requested. These assist us and any insurer in evaluating your claim promptly and fairly.
Recording And Using Complaint Information
Sutton Movers records the details and outcomes of complaints to help us identify recurring issues and areas where our removals services can be improved. Information from complaints may be used for staff training, updates to procedures and improving communications with customers. Personal information will be handled in accordance with applicable data protection and privacy requirements.
Review Of This Complaints Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and in line with our operating practices and legal obligations. Sutton Movers may update the procedure from time to time to reflect changes in our services, industry standards or regulatory requirements.
We encourage customers to share feedback, whether positive or negative, so that we can continue to provide a professional and dependable removals service.
