Complaints Procedure for Moving In with AM ONE LONDON LIMITED

AM ONE LONDON LIMITED is committed to providing a reliable and professional moving-in service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right and improve our service for future customers. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose and Scope of This Procedure

This procedure applies to all customers using AM ONE LONDON LIMITED for moving-in and related removal services. It covers issues such as delays, handling of possessions, conduct of staff, service quality, and administrative or billing concerns connected with your move. It does not replace your legal rights or any statutory protections you may have as a consumer; it is designed to sit alongside them and provide a clear route for resolving problems quickly and fairly.

Our Complaints Principles

We aim to handle every complaint in line with the following principles:

We will treat you with respect and courtesy at all times.

We will listen carefully and seek to fully understand your concerns.

We will respond in a timely, transparent, and fair manner.

We will keep you informed about the progress of your complaint.

Where we are at fault, we will acknowledge this and take appropriate steps to put matters right.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our moving-in or removal services where you would like a response or resolution. For example, you may wish to complain if you believe that:

The service you received fell below what was agreed or reasonably expected.

Your belongings were not handled with appropriate care.

Our team did not act professionally or respectfully.

There were avoidable delays or poor communication about your move.

There is an error or unfairness in charges or documentation.

How to Raise a Complaint

You can raise a complaint verbally or in writing. While we will accept complaints in any reasonable format, we recommend putting your concerns in writing so that there is a clear record of what has happened and what outcome you are seeking. When submitting your complaint, please provide:

Your full name and preferred contact details.

Your move date and any reference or booking number you have.

A clear description of what went wrong, including relevant dates and locations.

Details of any conversations already held with our staff about the issue.

Any supporting information you consider relevant, such as inventory notes or photographs.

We encourage you to raise your complaint as soon as possible after the event so that we can review and address the matter while details are still fresh and records are easily accessible.

Stage One: Initial Review and Response

Once we receive your complaint, we will log it and ensure it is passed to the appropriate person for review. We will aim to acknowledge your complaint promptly and will normally provide an initial response within a reasonable time frame.

During this first stage we may:

Ask you for further details or clarification, where needed.

Review internal records, schedules, and notes taken at the time of your move.

Speak with the staff members involved in delivering your service.

Our aim is to provide you with a clear response, explaining our findings and any actions we propose to take. Where we agree that something has gone wrong, we will explain what we can do to put matters right. This may involve an apology, corrective action, a service adjustment, or another appropriate remedy depending on the circumstances.

Stage Two: Further Review and Escalation

If you are not satisfied with the outcome of Stage One, you can request that your complaint is reviewed at a higher level within AM ONE LONDON LIMITED. When requesting escalation, please explain why you are unhappy with the initial decision and provide any additional information you feel has not been considered.

The escalated review will normally involve:

A re-examination of your complaint and the evidence already gathered.

Consideration of any new information you have provided.

A fresh assessment by a more senior member of staff or manager.

Following this review, we will provide you with a written outcome. We will explain whether the original decision is upheld, varied, or overturned, and outline any further steps we will take.

Timeframes and Communication

We understand that you will want your concerns resolved as quickly as possible. While exact timescales can vary depending on the complexity of the matter, we aim to:

Acknowledge your complaint promptly.

Provide a substantive response at Stage One within a reasonable period.

Complete any escalated review at Stage Two as quickly as practicable.

If we need more time to investigate, we will let you know, explain the reasons for the delay, and provide an updated timescale. We will keep you informed of progress throughout the process.

Outcomes and Remedies

Our priority is to resolve your complaint fairly. Depending on the circumstances, outcomes may include:

A clear explanation of what happened and why.

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

Practical steps to correct a problem within our control.

Changes to our internal processes or staff training to prevent similar issues in future.

Any financial or service-related remedy that we consider appropriate and proportionate to the issue raised.

Our Commitment to Continuous Improvement

We use complaints and feedback to improve our moving-in and removal services. By highlighting where we have not met expectations, you help us refine our procedures, enhance staff training, and strengthen quality control. All complaints are reviewed periodically to identify trends and opportunities for improvement.

Confidentiality and Data Protection

We will handle your complaint and any personal information you provide in a confidential and secure manner. Information will only be shared with those who need it to investigate and respond to your concerns, or where we are required to do so by law. We will retain records of your complaint in line with our data retention policies and applicable data protection requirements.

Final Position

At the end of this process, we will make clear whether we consider your complaint closed from our perspective. While we always aim to reach an outcome you are satisfied with, there may be times when we are unable to agree. In such cases, we will still ensure that you receive a clear explanation of our final position and the reasons behind it.

AM ONE LONDON LIMITED values every customer and every move. By following this Complaints Procedure, we seek to resolve problems fairly, maintain high standards, and continue to provide dependable moving-in services.