Complaints Procedure
Mayfair Movers Complaints Procedure
Mayfair Movers is committed to providing a professional, reliable and courteous removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve our service. This Complaints Procedure explains how to raise a concern, how we will respond, and what you can expect from us at each stage.
Scope of this Complaints Procedure
This procedure applies to any complaint about the services provided by Mayfair Movers, including domestic moves, office relocations, packing services, storage, and associated activities carried out before, during or after a move. It covers concerns about service quality, conduct of our staff or contractors, handling of belongings, communication, timekeeping, billing, and any other aspect of your experience with us.
This procedure does not cover employment disputes, internal staff matters or issues relating to third parties not instructed by Mayfair Movers. It is intended for customers who have booked or received our services, or their authorised representatives.
Our Commitment to You
When you raise a complaint, we will take it seriously and handle it fairly, consistently and without discrimination. We will:
Listen carefully to your concerns and treat you with respect.
Acknowledge your complaint and let you know how it will be handled.
Investigate the issues thoroughly and objectively.
Respond within reasonable and clearly stated timescales.
Provide a clear explanation of our findings and any outcomes.
Use the feedback to review and improve our removals and storage services where appropriate.
How to Make a Complaint
You can make a complaint in writing or by speaking with us. While we accept complaints in various forms, we encourage you to submit your complaint in writing where possible. This helps to ensure that we understand all the details correctly and can investigate effectively.
When raising a complaint, please provide:
Your full name and any reference associated with your move or quotation.
The date and location of the service or incident you are complaining about.
A clear description of what went wrong, including relevant times, locations and the names of any staff members involved, if known.
Details of any loss or damage, including photographs where available.
What outcome you are seeking, for example an explanation, apology, corrective action or compensation.
Any information you provide will be handled in line with our privacy practices and used only for the purposes of managing your complaint and improving our services.
Stage One: Informal Resolution
Where possible, we encourage you to raise any concerns as soon as they arise, ideally on the day of your move or when the issue first becomes apparent. Speaking with the team leader on site or your usual point of contact at Mayfair Movers often allows us to resolve matters quickly and informally.
At this stage we will aim to:
Listen to your concern and clarify the issue.
Explain what we can do immediately to address it.
Agree any practical steps that can be taken straight away, where appropriate.
If the matter cannot be resolved informally, or if you remain dissatisfied, you may progress to the formal stage of this procedure.
Stage Two: Formal Complaint
If informal resolution is not successful or not appropriate, you may submit a formal complaint. Please set out your concerns in writing and explain that you wish to make a formal complaint under this procedure.
Upon receiving your formal complaint, we will:
Acknowledge receipt of your complaint within a reasonable period and confirm that it is being treated as a formal complaint.
Record your complaint on our internal system for tracking and monitoring purposes.
Appoint a member of our management team, who was not directly involved in the original incident where possible, to investigate your complaint.
The investigation may include reviewing documentation and service records related to your move, speaking with members of staff who were involved, and, where necessary, requesting further information from you to clarify the issues.
Timescales for Response
We aim to complete our investigation and provide a full written response within a reasonable timeframe. If for any reason we are unable to respond in full within that period, we will contact you to explain the reason for the delay and provide an updated timescale.
Our written response will include:
A summary of your complaint and the issues considered.
The steps we took to investigate.
Our findings and conclusions.
Any actions we will take, which may include an apology, corrective action, service improvements or, where appropriate, consideration of compensation in line with our terms and conditions.
Stage Three: Further Review
If you are not satisfied with the outcome of the formal complaint stage, you may request a further internal review. When doing so, please explain why you disagree with the response and specify any information you believe has been overlooked or misinterpreted.
We will arrange for a senior member of our team, who has not previously been involved in handling your complaint, to review the matter. They will consider the original complaint, the first investigation, the response provided, and any new information you have supplied.
Following this review, we will write to you with our final position. This will generally conclude our internal complaints process.
Claims for Loss or Damage
Complaints relating to loss of or damage to goods during a move or while in storage will be handled in line with this procedure and with reference to our terms and conditions and any applicable insurance arrangements. We may request evidence such as photographs, purchase receipts or repair estimates to assess your claim properly.
Any time limits for reporting loss or damage set out in our terms and conditions will still apply, so we encourage you to inspect your belongings as soon as reasonably possible after your move or delivery from storage.
Fair Treatment and Confidentiality
You will not be treated less favourably for raising a complaint. We value feedback and use it to enhance the quality and reliability of our removals and storage services. All complaints will be handled sensitively and in confidence, with information shared only with those who need it to investigate and resolve the matter.
Using Feedback to Improve Our Service
We regularly review the complaints and feedback we receive to identify patterns, training needs and opportunities to improve. This may include updating our procedures, enhancing staff training in handling and packing, reviewing route planning and timekeeping practices, or refining our communication before, during and after moves.
By following this Complaints Procedure, Mayfair Movers aims to address individual concerns fairly while continually raising the standard of our service for all customers.
