Complaints Procedure
Docklands Movers Complaints Procedure
Docklands Movers is committed to delivering a professional and reliable removals service for homes and businesses. We understand that, on occasion, things may not go as planned. When that happens, we want to know about it and put it right as quickly and fairly as possible. This complaints procedure explains how to raise a concern, what information we need from you, how we will respond, and the steps available if you are not satisfied with the outcome.
Our commitment to you
We treat all complaints seriously and use them to improve our removals and storage services. Our aims are to acknowledge your complaint promptly, investigate it thoroughly and impartially, communicate clearly and respectfully, resolve issues where possible at the earliest opportunity, and learn from any mistakes to prevent them from recurring.
This procedure applies to all customers using Docklands Movers for removals, packing, storage, or related services.
What counts as a complaint
A complaint is any expression of dissatisfaction about our service, our staff, our vehicles or equipment, our handling of your belongings, our communication or administration, our charges or how they have been applied, or the way we have handled a previous complaint. You can raise a complaint whether the problem occurred before, during, or after your move or storage period.
How to raise a complaint
We recommend submitting your complaint in writing so that we have a clear record of your concerns. Please include your full name, your service address and the address you moved from and to if applicable, your booking or reference number, the date of your move or service, a clear description of what went wrong, details of any loss, damage, delay, or inconvenience, and what you would consider a fair resolution.
You can also raise an initial complaint verbally with our team. In that case, we may ask you to confirm the details in writing so we can review them accurately.
Time limits for complaints
To help us investigate effectively, please raise any concerns as soon as possible after the event. For removals and handling of goods, we ask that you report visible loss or damage promptly upon delivery or within a reasonable period once you have had the opportunity to inspect your belongings. For other issues, such as conduct, timing, or administration, please contact us as soon as you become aware of the problem.
Stage 1: Initial review and response
Once we receive your complaint, we will log it and confirm that we have received it. An appropriate member of the Docklands Movers team will review the details, including any photographs, inventories, condition reports, or job notes held on our system. We may contact you for further information or clarification if needed.
We aim to provide an initial response within a reasonable timeframe. In many cases, especially for straightforward issues, we will be able to offer a resolution at this stage. Where the matter is more complex, we will explain what further investigation is required and provide an estimated timescale for a full response.
Stage 2: Formal investigation
If your complaint cannot be resolved at Stage 1 or you are unhappy with the initial response, you may request a formal investigation. This stage will usually be handled by a manager not directly involved in the original service where this is reasonably possible.
During the formal investigation we will review all relevant documentation, speak with the crew members or staff involved, consider any statements or evidence you provide, and assess the events against our policies, terms and conditions, and industry standards for removal companies.
Once the investigation is completed, we will write to you setting out our understanding of your complaint, the findings of our investigation, any remedial action we propose to take, and our final position on liability where applicable.
Possible outcomes and remedies
Depending on the nature of the complaint and our findings, outcomes may include an explanation or clarification, an apology, corrective action to put things right where possible, operational changes to improve future service, or consideration of compensation where loss or damage has been established and is covered under our terms and any relevant insurance arrangements.
Any offer of compensation will take into account the evidence available, the condition and value of the items, the terms agreed in your contract, and any applicable limitations of liability. We will always explain the basis of our decision.
If you remain dissatisfied
If, after receiving our formal response, you still feel that your complaint has not been handled fairly, you may contact us again to explain why you disagree with our decision. We will review any new information you provide and confirm whether this changes our position.
Where appropriate, we may signpost you to any external or independent options that may be available to you under our membership of recognised industry bodies or under general consumer law. Any such routes are intended to provide an additional level of reassurance that your concerns can be considered impartially.
Your responsibilities
To help us resolve your complaint efficiently, please provide accurate and complete information, keep any relevant documents, receipts, and photographs, cooperate with our staff during the investigation process, and treat our team with courtesy and respect at all times. We will not tolerate abusive, threatening, or discriminatory behaviour towards our staff, whether in person, by phone, or in writing.
Using complaints to improve our service
Docklands Movers regularly reviews complaints data to identify recurring themes and areas for improvement in our operations, from packing and loading practices to scheduling, communication, and aftercare. Lessons learned from complaints may result in additional staff training, updates to our procedures and documentation, changes to how we plan and manage moves, and improvements to how we communicate with customers before, during, and after a move.
By following this complaints procedure, we aim to treat every customer fairly while maintaining a clear and consistent approach that protects both you and our team. We appreciate the opportunity to address any concerns you may have and to continue improving the removals and storage services we provide.
