Marylebone Removals Complaints Procedure

Marylebone Removals is committed to providing a reliable and professional removals and storage service for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right where possible and use your feedback to improve our services.

This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Scope of this Complaints Procedure

This procedure applies to all customers who have used, or have arranged to use, our removal, packing, storage, or related services. It covers issues such as service quality, staff conduct, loss or damage to goods, delays, communication problems, or any other aspect of your experience with Marylebone Removals.

This procedure does not cover employment disputes, supplier or contractor disputes, or matters that are already subject to legal proceedings or insurance claims, except in relation to how we have handled those issues.

Our Commitment to You

When you raise a complaint with Marylebone Removals, we will:

Take your concerns seriously and treat you with respect and courtesy at all times.

Acknowledge your complaint promptly and explain the next steps.

Investigate the matter fairly and impartially.

Respond within reasonable and clearly stated timeframes.

Provide a clear explanation of our findings and any actions we will take.

Use what we learn from complaints to review and improve our services for all customers.

How to Make a Complaint

You can make a complaint to Marylebone Removals in writing. Providing your concerns in writing helps ensure we understand the details accurately and can respond clearly.

Please include the following information where possible:

Your full name and contact details.

Your service reference or booking details, including the date of your move or storage commencement.

A clear description of the issue, including relevant dates, locations, and people involved.

Any supporting information you feel is relevant, such as photographs of damage or copies of correspondence.

What outcome or resolution you are seeking, for example an explanation, an apology, remedial work, or compensation where appropriate.

Stage One: Initial Complaint Handling

Once we receive your written complaint, we will:

Acknowledge receipt of your complaint within five working days.

Assign your complaint to an appropriate member of our management team who has not been directly involved in the matter, wherever possible.

Carefully review your account, our records, and any relevant evidence, which may include driver logs, inventory lists, photographs, and internal notes.

We aim to provide a full written response within 14 working days of acknowledging your complaint. If we need more time due to complexity or the need to gather further information, we will let you know within that period and provide an updated timescale.

Investigation and Assessment

During our investigation we may:

Contact you to clarify details or request additional information.

Speak to any members of staff involved in your move or storage.

Review any relevant documentation and photographs.

Assess whether our services were provided in line with our terms and conditions, our internal policies, and reasonable industry standards for removal and storage services.

Once our investigation is complete, we will write to you with our findings and our decision.

Our Response and Possible Outcomes

Our written response will:

Summarise your complaint and the key issues you raised.

Explain what we investigated and the information we considered.

Set out our findings in clear and plain language.

Confirm whether your complaint is upheld in full, upheld in part, or not upheld.

Where appropriate, outline any actions we will take, which may include:

An explanation of what happened and why.

A sincere apology where we have fallen short of our standards.

Corrective action to prevent similar issues in the future.

Arrangements for remedial work or service adjustments, where applicable.

Consideration of compensation in line with our terms and conditions and any relevant insurance cover.

Stage Two: Escalation Within Marylebone Removals

If you are not satisfied with our Stage One response, you may request that your complaint be reviewed at a higher level within Marylebone Removals. To do this, please respond in writing within 14 working days of receiving our initial decision, explaining why you remain dissatisfied and what you believe has not been properly addressed.

Your complaint will then be reviewed by a senior member of our team who was not involved in the original decision. They will consider the full history of the complaint, the Stage One response, and any additional information you provide. We will aim to provide a Stage Two response within 14 working days of receiving your escalation request, or will notify you if more time is required.

Final Position

After the Stage Two review, we will issue our final position on your complaint. This will set out our conclusions and any final actions we will take. At this point, our internal complaints process will be considered exhausted.

Timescales for Raising Complaints

To enable a thorough and fair investigation, we ask that complaints are raised as soon as reasonably possible after the event, ideally within 28 days of your move or the end of the relevant service. Complaints raised significantly later may be more difficult to investigate fully due to the passage of time and the availability of records or evidence, although we will always do our best to review the matter fairly.

Data Protection and Confidentiality

All complaints will be handled in accordance with relevant data protection requirements. Information about your complaint will be shared only with those who need it to investigate and resolve the issue. We will store complaint records securely and retain them only for as long as required for legal, regulatory, or legitimate business purposes.

Continuous Improvement

Marylebone Removals values feedback from customers throughout our local and wider service areas. We review complaints regularly to identify trends, training needs, and opportunities to enhance our removal, packing, and storage services. Your comments help us maintain and improve the standards we aim to deliver on every move.

If you have any questions about this Complaints Procedure or need assistance in setting out your complaint in writing, please contact us and we will be happy to help explain the process.