Tom and Jerry Complaints Procedure

Tom and Jerry is committed to providing a professional and reliable removals service. We aim to handle every move with care, efficiency, and respect for our customers possessions and time. However, we recognise that there may be occasions when our service does not meet your expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We take all complaints seriously and treat them as an opportunity to review and improve our service. Our aims when handling a complaint are to understand what has happened, resolve matters fairly and promptly, and keep you informed at each stage. We will always strive to handle your complaint courteously, impartially, and with sensitivity to your individual circumstances.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Tom and Jerry, whether before, during, or after your move. This may include concerns about the conduct of our staff, the handling or transport of your belongings, punctuality, communication, billing or charges, or any other aspect of our removals service that you feel has not met the standards you expected or those we have promised.

Raising a Complaint Informally

In many cases, concerns can be resolved quickly and informally. If an issue arises during your move or shortly afterwards, we encourage you to raise it as soon as possible with the team member you have been dealing with, such as your move coordinator or the team leader on the day. They will do their best to put things right immediately or explain what can be done to address the problem. If you are satisfied with the outcome of this informal discussion, the matter will be treated as resolved.

Making a Formal Complaint

If you are not satisfied with the informal response, or if you prefer to make a formal complaint from the outset, you can do so in writing. When sending your complaint, please include your full name, the date of your move or booking, a clear description of what went wrong, details of any conversations already held with our team, and the outcome you are seeking, where possible. Providing as much detail as you can helps us investigate thoroughly and respond more effectively.

Time Limits for Complaints

We ask that you raise your complaint as soon as you become aware of the issue. For matters involving damage or loss of items, it is especially helpful if you notify us promptly so that we can record details accurately and, where appropriate, assess the items and circumstances while information is still fresh. Although we will consider complaints raised later, delays may make it harder to investigate fully and may affect what we are able to do.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will record it in our internal system and assign a member of our management or customer care team to review it. We will normally acknowledge receipt within a reasonable timescale, confirming that we have your complaint and explaining the next steps. We will then investigate by gathering relevant information, which may include speaking to staff involved, reviewing schedules and job records, and, where applicable, checking any photos or documentation related to your move.

We aim to provide a full response as promptly as possible, bearing in mind the complexity of the issue and the information we need to review. If we need more time to investigate, we will let you know and provide an indication of when you can expect a detailed reply.

Our Response and Possible Outcomes

When our investigation is complete, we will write to you with our findings. Our response will normally include a summary of your complaint as we understand it, an outline of the steps we have taken to investigate, our decision on whether your complaint is upheld in full, in part, or not upheld, and, where appropriate, details of any remedies or actions we will take. Remedies may include an apology, corrective action relating to your booking or future services, and, where justified, financial or practical redress in line with our terms and conditions and any applicable industry standards.

If You Remain Dissatisfied

If you are not satisfied with the outcome of our internal investigation, you may request a review of the decision. A senior member of the Tom and Jerry team, who has not been directly involved in the original handling of your complaint, will reconsider the matter. They will review the information gathered, any additional details you provide, and the reasoning behind the first decision, and will then confirm whether they uphold, vary, or overturn that decision.

Using Feedback to Improve Our Service

Your feedback, whether positive or negative, helps us improve the way we deliver our removals service. We regularly review complaints to identify patterns, training needs, and areas where our procedures, communication, or working practices can be strengthened. Where a complaint highlights a wider issue, we will consider changes to prevent recurrence and improve the experience for future customers.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with those who need it to investigate and respond to your concerns or to implement any agreed actions. We handle your personal data in line with our data protection responsibilities and retain complaint records only for as long as is reasonably necessary for legal, regulatory, and operational purposes.

Accessibility and Support

Tom and Jerry wants its complaints process to be accessible to all customers. If you need help to submit a complaint or require the procedure to be explained in a different way, please let us know. We will take reasonable steps to support you, taking into account any specific needs or circumstances, so that your concerns can be heard and properly considered.

This Complaints Procedure is intended to provide clear guidance on how to raise issues and what you can expect from us. We are committed to listening carefully, acting fairly, and using every complaint as a chance to improve the service we provide.