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Complaints Procedure for AnyQuickMove.com

At AnyQuickMove, we are dedicated to providing the highest level of service to our customers. However, we understand that there may be occasions when our service does not meet your expectations. We take all complaints seriously and are committed to resolving them promptly and fairly.

 

Step 1: Submitting a Complaint

1.1 Initial Contact

  • If you are dissatisfied with any aspect of our service, please contact us as soon as possible. All complaints must be submitted in writing to ensure clear communication and protection for both parties. You can submit your complaint in the following way:

 

1.2 Information Required

  • When submitting your complaint, please provide the following details:

    • Your full name and contact information (email address and postal address).

    • Your booking reference number.

    • A clear description of the issue or concern.

    • Any supporting documents or evidence (e.g., photos, correspondence).

    • The outcome you are seeking (e.g., refund, apology, service improvement).

 

Step 2: Acknowledgement of Complaint

2.1 Acknowledgement

  • Upon receipt of your complaint, we will acknowledge it within 2 business days. You will receive a confirmation email or letter, providing you with a reference number for your complaint and the contact details of the person handling your case.

 

Step 3: Investigation and Resolution

3.1 Investigation

  • Your complaint will be thoroughly investigated by our Complaints Handling Team. This may involve:

    • Reviewing your booking and service records.

    • Contacting relevant team members or subcontractors involved in your move.

    • Assessing any supporting evidence you have provided.

 

3.2 Resolution

  • We aim to resolve all complaints within 10 business days. If your complaint is complex or requires further investigation, we will keep you informed of the progress and provide an estimated resolution timeframe.

  • Depending on the nature of the complaint, potential resolutions may include:

    • An explanation and/or apology.

    • A refund or compensation (if applicable and appropriate).

    • Corrective action to prevent a recurrence of the issue.

 

Step 4: Escalation

4.1 If You Are Not Satisfied

  • If you are not satisfied with the outcome of your complaint, you may request that it be escalated to a senior manager for further review. This request should be made within 14 days of receiving our response.

  • The senior manager will review the complaint and the initial investigation and will provide a final decision within 10 business days of the escalation.

 

Step 5: External Resolution

5.1 Independent Review

  • If you remain dissatisfied after the internal escalation process, you may seek an independent review from an external body such as the Alternative Dispute Resolution (ADR) service, if available. We will provide details of relevant ADR services upon request.

 

5.2 Legal Advice

  • Should you wish to seek legal advice or pursue the matter through legal channels, we recommend that you consult with a qualified legal professional.

 

Step 6: Continuous Improvement

6.1 Feedback

  • We value your feedback and use complaints as an opportunity to improve our services. All complaints are recorded and analyzed to identify trends and areas for improvement.

 

6.2 Training

  • Any lessons learned from complaints are incorporated into our staff training programs to ensure that similar issues do not occur in the future.

 

Online Conduct

7.1 Handling Disputes Online

  • We encourage all customers to follow this complaints procedure before making any public comments regarding our services. This process allows us to address and resolve issues fairly and efficiently.

 

7.2 Legal Action

  • Any derogatory comments made online that do not follow this official complaints process will be considered defamatory and may be pursued in a court of law. We reserve the right to take legal action to protect our reputation and business integrity.

 

Contact Information

Customer Services Department:

 

We are committed to resolving your complaint in a fair and timely manner. Thank you for giving us the opportunity to address your concerns and improve our services.

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