Complaint Handling and Reputation

Complaint Handling and Reputation

Before joining AIM, an applicant’s complaint procedure is checked to ensure it meets certain standards because a strong complaints procedure is vital for protecting a company’s reputation.

Every business receives complaints, either directly (by phone, letter or email), or indirectly via social media or rating sites. In the removals industry, where the customers’ stress levels are often high, some of the complaints can seem trivial, some can be shocking while others are ridiculous, but they all have value.

Complaints can often shine a light on deficiencies within the business, either from the office or road crews, that were previously hidden. They can lead to improvements that will ultimately make the business stronger, or they can provide an opportunity to improve reputational standing. However, this is only possible if the customer brings the complaint to the business, rather than turning directly to social media.

There is an age-old saying; “If you provide a good service, your customer might tell two other people. If you provide a bad one, they will tell seven.” While the basic principle still stands, with social media and other internet platforms, that “seven” can become thousands in today’s world. This makes complaint handling as much about damage limitation as it is about customer satisfaction.

A removals business that is receptive to criticism is more likely to have some control over where the customer goes to complain. If the customer feels comfortable making a complaint directly to the business, the issue can be resolved before they make an angry post on Facebook.

Removals customers are, for the most part, reasonable humans. They understand human error, mistakes and accidents, so they can be reasoned with to reach amicable solutions to problems.

When handling a complaint, it should be treated as a negotiation, not a conflict. If the customer feels threatened in any way, the business has already lost. By adopting a defensive stance, such as a blanket denial of any wrong-doing, or an aggressive stance, such as using threatening language or voice tone, the customer is likely to feel they are in conflict. But, by approaching the issue with the goal of both parties being somewhat satisfied, there is an increased likelihood of the customer gaining respect for the business.

If the customer feels they have been treated fairly, they may reflect some admiration for the company’s complaint handling skills when they post a review or tell their friends on social media.



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The Association Of Independent Movers
Unit 4, Skills Centre,
Twickenham Trading Estate,
Rugby Road,
Phone:0208 892 0369


COVID-19 Statement

Although there is no rule to prevent them from doing so, not all removals businesses are working during the Coronavirus measures advised by the Government.

Those that are working have been provided with clear guidelines by the Government and supported by AIM, with safe working procedures, specific documents and frequent information updates.

Removals firms

Removal firms are able to operate and should follow the latest government guidance on safer working. Where moves are carried out, social distancing should be followed.
Companies should ensure employees understand how to operate safely and communicate this to customers.

  • Removers should contact the household in advance to check that no member of the household is showing symptoms of coronavirus or self-isolating. If they are, works should be delayed.
  • They should also encourage households to ensure all internal doors are open and surfaces and possessions have been cleaned with household cleaning products prior to them entering the property.
  • No work should be carried out by a person who has coronavirus symptoms, however mild.
  • Removers should wash their hands on entering the property using separate towels of paper towels which need to be washed or disposed of safely after use.
  • Removers should seek to minimise contact with homeowners and remain 2 metres apart from householders at all times.
  • Removers should implement a buddy system and ensure that the same people work together when moving bulky items and furniture.
  • Removers should bring their own refreshments but you should ensure they have access to hand washing facilities, using separate towels or paper towels if possible,
    which should be washed or disposed of safely afterwards.