Complaints Procedure
Waterloo Movers Complaints Procedure
Waterloo Movers is committed to providing a reliable, professional removals service. We recognise that, on occasion, things may not go as planned. When this happens, we encourage customers to tell us so we can put things 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 throughout the process.
Purpose and Scope
This procedure applies to all complaints made about our services, including home and office moves, packing services, storage, and any related work carried out by Waterloo Movers or on our behalf. A complaint is any expression of dissatisfaction about our services, conduct, or handling of a move, whether justified or not, where a response is expected.
We handle complaints in a fair, timely, and consistent way. We aim to resolve issues at the earliest possible stage, but we also provide a clear escalation route if you are not satisfied with our initial response.
How to Make a Complaint
You can make a complaint in writing or verbally. We recommend that you set out your complaint in writing so that there is a clear record of the issues you wish to raise. When submitting a complaint, please include:
The date of your move or service, your full name and address, any booking or reference number, a clear description of what went wrong, when and where the issue occurred, the names of any staff involved if known, and what outcome or resolution you are seeking.
If you prefer to complain verbally, we will make a written note of what you tell us and may ask you to confirm that we have understood your concerns correctly.
Stage One: Initial Complaint Handling
Stage One aims to resolve your concerns as quickly as possible, usually by the team that arranged or carried out your move.
Once we receive your complaint, we will record it in our internal system and assign it to an appropriate member of staff. We will normally acknowledge receipt within a reasonable time. In our acknowledgement, we will outline the next steps and who is handling your complaint.
We may need to contact you for further information or clarification. This might include asking for photographs of any damage, copies of relevant documents such as estimates or inventories, or any other details that help us understand the issue fully. We ask that you cooperate with these requests so that we can investigate properly.
We will then review the circumstances, which may involve speaking to the crew members or coordinators involved, checking vehicle logs, reviewing inventory lists, and examining any paperwork related to your removal service.
At the end of Stage One, we will provide you with a written response setting out our findings, any decision we have reached, and any proposed remedy. Remedies may include an apology, corrective action, service improvements, or, where appropriate, compensation in line with our terms and conditions.
Stage Two: Escalation and Review
If you are not satisfied with the outcome at Stage One, you may ask for your complaint to be escalated to Stage Two. You should do this as soon as possible after receiving our Stage One response, explaining why you remain dissatisfied and what you would like us to review.
At Stage Two, your complaint will be reviewed by a senior member of staff who was not directly involved in the original handling of your move or the Stage One investigation. The reviewer will reconsider the evidence, may ask further questions, and will look at whether the initial process and decision were fair, reasonable, and consistent with our policies and terms.
Following this review, we will send you a final written response. This will confirm whether we uphold, partially uphold, or do not uphold your complaint, and it will explain the reasons for our decision. Where appropriate, we will also outline any further actions we will take to resolve the matter or improve our services.
Time Limits and Evidence
To help us investigate effectively, we ask that you raise any complaint as soon as possible after the event, ideally within a reasonable time of your move or service date. The sooner a complaint is raised, the easier it is for us to gather accurate information and evidence.
Please retain any relevant documentation, such as contracts, quotes, inventories, damage reports, and photographs. These materials are often essential to understanding what occurred and to ensuring a fair outcome.
Fair Treatment and Confidentiality
All complaints are treated seriously and with respect. Making a complaint will not affect the level of service you receive from Waterloo Movers in the future. We do not tolerate any form of retaliation or unfair treatment as a result of raising a concern.
We handle all complaints in line with applicable privacy requirements. Information you provide is used only for dealing with your complaint, improving our services, and meeting legal or regulatory obligations where required.
Learning from Complaints
Complaints help us improve the way we deliver removals and related services. We regularly review complaints data to identify patterns, training needs, and areas where our processes, communication, or service delivery can be strengthened.
Where complaints highlight recurring issues, we may update staff training, operational procedures, documentation, or quality checks so that similar problems are less likely to occur in future.
Alternative Resolution Options
If, after following this Complaints Procedure, you remain dissatisfied, you may have the option to seek independent advice or to pursue alternative dispute resolution methods that are appropriate for removal and storage services. Any such steps will depend on the circumstances of your case and on the terms and conditions that applied to your booking.
Updates to This Complaints Procedure
Waterloo Movers may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or applicable requirements. The version in effect at the time you make your complaint will be the one applied to the handling of your case.
By clearly setting out how we handle complaints, we aim to provide transparency, build trust, and ensure that concerns about our moving and storage services are addressed promptly and fairly.
