| |
Conciliation Procedure In Respect of Complaints
The Guild offers a conciliation service and as such our role is to try and bring resolution to a complaint.
Under the terms of conciliation it is not for us to make a decision as to whose version of events is correct, but to assess and try where possible to bring an amicable and mutually agreeable conclusion to a complaint.
What happens when you make a complaint?
Complaints must be put to us in writing to the address detailed below or to customerservices@ngrs.co.uk
Customer Services Department
The National Guild of Removers & Storers Ltd
PO Box 690
Chesham
HP5 1WR
Please note that we can only deal with complaints received in writing, unless in an emergency, in which case we will try to help with the immediate problem. You should provide the following information in your complaint:- your name and address
- name of removal company & contact name
- dates and places where the move took place
- nature of complaint and basis for complaint
- outcome you would like to see
Please also include any documentation which will help with our investigation.
What Happens Next?
When your complaint is received, it will be acknowledged and we will then send a copy of your complaint to our member with a request for a report.
A report should normally be received within two weeks. However, there are certain times of the year and under some circumstances where it may take longer for the member to reply. Companies who do not reply within two weeks will be contacted again by us to ensure we obtain a reply as soon as possible.
Customer Services will write to you to advise you of the remover’s response. At this point further clarification maybe required, a settlement offer may be made or we may explain whether it is felt that the Guild are able to help further with your complaint.
If you are not satisfied with the outcome of the conciliation service offered by the Guild you may wish to contact The Removals Industry Ombudsman. Please note if you want to refer your complaint to the Ombudsman, this must be done within three months of our final letter and that the Ombudsman can only deal with complaints after they have been through the Guild's conciliation service. Contact details are as follows:-
The Removals Industry Ombudsman
PO Box 3862
Gerrards Cross
Bucks, SL9 7WG
Tel: 01753 888206
Or via email to ombudsman@removalsombudsman.co.uk
|
|
|
