Marble Arch Removals Complaints Procedure

Marble Arch Removals aims to provide a professional, reliable and courteous removal service for every customer. We recognise that, on occasion, things may not go as planned and you may wish to raise a concern or make a complaint. This Complaints Procedure explains how to do that and how we will respond.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and simple route to share any dissatisfaction with our services, including home moves, office relocations, packing, storage handling, or related activities in our service areas. It also sets out how Marble Arch Removals will handle, investigate and resolve complaints in a fair and timely manner.

This procedure applies to all customers who have used, or have agreed to use, our services, whether the removal work has taken place locally, within the wider London region, or to and from other parts of the UK.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Marble Arch Removals, whether it relates to:

• The standard of our removal or packing service
• Punctuality, conduct or behaviour of our staff or contractors
• Handling, loading, unloading or transporting of your belongings
• Damage, loss or perceived risk to your property or premises
• Administration, documentation or communication before, during or after your move
• How we have handled a previous complaint or concern

We treat all complaints seriously and aim to resolve them as quickly and fairly as possible.

How to Make a Complaint

You can make a complaint verbally or in writing. We encourage you, whenever possible, to raise any concern as soon as it arises so that we have the best chance to put things right promptly.

When making a complaint, please provide as much detail as you can, including:

• Your full name and preferred contact method
• The date and location of the removal service
• Your job or reference number, if available
• A clear description of what went wrong
• Any steps already taken to resolve the issue
• Any supporting information or evidence you feel is relevant

We will handle your complaint in the same way whether it is made during your move or after the work has been completed.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we aim to acknowledge it within a reasonable period of time. In this acknowledgement, we will confirm that we have received your complaint and outline the next steps, including who will be responsible for reviewing it.

Where possible, straightforward issues may be resolved immediately at this stage by the member of staff or manager dealing with your move. If your complaint is more complex or requires further investigation, it will progress to Stage 2.

Stage 2: Investigation

For complaints that cannot be resolved immediately, we will carry out a thorough investigation. This may include:

• Reviewing your booking details, inventory and any relevant documentation
• Speaking to the removal crew and any staff involved
• Considering photographs or other evidence provided by you or by our team
• Assessing our service against our internal standards and agreed terms

We aim to complete the investigation within a reasonable and proportionate timeframe, depending on the complexity of the matter and the availability of relevant information.

Stage 3: Response and Outcome

Once the investigation is complete, we will provide a clear written response setting out:

• A summary of your complaint
• The steps we have taken to investigate
• Our findings and decision
• Any actions we will take to put things right, where appropriate
• Any changes or improvements we plan to make to help prevent a recurrence

Where a remedy is offered, this may include, where appropriate, an apology, an explanation, corrective work, or other reasonable redress in line with our contractual terms and conditions and any applicable legal obligations.

Escalating Your Complaint

If you are not satisfied with the outcome of Stage 3, you may ask for your complaint to be reviewed again. In this case, the matter will be escalated to a senior member of our management team who was not directly involved in the original investigation, where possible.

The senior reviewer will reconsider the complaint, the evidence and the outcome, and may:

• Uphold the original decision
• Uphold the complaint in full or in part
• Propose an alternative resolution

The decision after this review will be communicated to you in writing and will represent our final internal position on the matter.

Time Limits for Making a Complaint

We encourage customers to raise concerns as soon as possible while events are still fresh and information is easier to gather. However, we understand that some issues only come to light after a move has been completed, especially in relation to the unpacking of belongings.

If a significant amount of time has passed since your removal took place, it may affect the level of detail available for investigation and the options for resolution. We will still review your complaint and explain any limitations that time may place on our ability to act.

Our Commitment to Fairness and Improvement

Marble Arch Removals is committed to handling all complaints fairly, consistently and without prejudice. Making a complaint will not affect your rights or any ongoing or future services you may wish to arrange with us.

We also use information gathered from complaints to review and improve our operations, staff training and customer service, so that we can continue to deliver a dependable removal service across our operating areas.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information will only be shared internally with those who need it to investigate and resolve your issue, or externally where we are legally required to do so. Any personal data provided as part of a complaint will be processed in line with our data protection obligations and our privacy practices.

Review of this Procedure

Marble Arch Removals may update this Complaints Procedure from time to time to reflect changes in legislation, industry standards or our internal processes. The version published on our website will always be the most current and will apply to any complaint raised at that time.