Complaints Policy

Complaints Policy of Masons Moving Group

At Masons Moving Group, we are committed to providing the best possible service to our customers. We believe that complaints are an opportunity to learn and improve, and we take them seriously. Furthermore, we recognise that addressing complaints helps rectify any errors made and ensures customer satisfaction. Our commitment to resolving complaints in a timely and effective manner underscores our dedication to our customer service ethos.

While we strive to provide the best possible service, we understand that there may be times when things don’t go as planned. In this event, our formal complaints procedure will ensure that your concerns are addressed in a timely and efficient manner.

Definition of a Complaint
A complaint is any expression of dissatisfaction regarding any aspect of our services. This includes all types of feedback, whether justified or not, as we strive to continuously improve our customer experience.

Where Complaints Come From
Complaints may arise from any customer of Mason’s Moving Group or any individual directly impacted by the work carried out or previously carried out by our organisation. Complaints may be received through verbal, phone, email, or written channels. Nevertheless, given that most complaints are expected to pertain to contracted works that are either ongoing or completed, we request photographic evidence, in digital or traditional format, to accompany these complaints. This measure facilitates a more efficient assessment and action towards any necessary remedy by Masons Moving Group. It is essential to highlight that this policy does not extend to complaints from employees of the company.

Making a Complaint
If you have a complaint about our service, please let us know as soon as possible. You can contact us by phone, email, or mail, using the contact details provided below. We will acknowledge your complaint and aim to resolve it as quickly and efficiently as possible. In some cases, we may need to carry out a more detailed investigation, in which case we will keep you informed of our progress.

Investigating a Complaint
We will investigate your complaint thoroughly and impartially. We may need to contact you for further information or clarification, and we will keep you informed of our progress throughout the process.

Resolving a Complaint
We will aim to resolve your complaint to your satisfaction.  On receipt of your complaint, we aim to respond within 5 days and will arrange a convenient date to come and view and/or remedy the situation within 28 days.

Which? Trusted Traders’

In the unlikely event that our company is unable to address and resolve your complaint even after exhausting our internal complaints procedure, we will explain why and provide you with information on what you can do next.

It may be necessary to use another complaint service.  Where we cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

We have access to an Alternative Dispute Resolution (ADR) service as part of the Which? Trusted Traders Endorsement.  If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution.  You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

Recording and Reviewing Complaints
We will record all complaints received and use this information to improve our service. We will review our complaints policy and procedures regularly to ensure that they are effective and up to date.

Confidentiality and Data Protection
We will handle your complaint sensitively and in confidence. We will only share information about your complaint with those who need to know and will comply with all relevant data protection laws and regulations.

Contact Details
If you have a complaint, you can contact us by phone, email, or mail, using our contact details as follows:

Send written complaints to:
Brett Mason
Masons Moving Group Ltd
Storage House
Priority Enterprise Park
Cardiff Rd
CF63 2BG
or by e-mail at [email protected]. For verbal complaints call us at 0800 141 3688. Or meet us in person at the above address.

We hope this policy gives you confidence in our commitment to providing the best possible service. If you have any questions or concerns about our complaints policy, please do not hesitate to contact us.

We take all complaints seriously and aim to resolve them to your satisfaction. We value your feedback and use it to continually improve our service.

This policy was last reviewed and updated on the 23rd January 2024. Thank you for choosing Masons Moving Group Ltd.