At Jimmys Logistics and Removals Limited, we deliver exceptional customer service, punctual timekeeping, and treating your home and belongings with utmost care. However, we recognise that moving house can be stressful and unforeseen issues occasionally arise.
This Complaints Procedure outlines our structured, transparent framework for receiving, investigating, and resolving customer concerns fairly and efficiently.
1. Our Customer Service Commitment
We view constructive customer feedback as an invaluable opportunity to continuously refine our operational standards and porter training. When you raise a concern:
- Your complaint will be handled impartially, courteously, and with complete confidentiality.
- Raising a complaint will never compromise any ongoing services or future bookings.
- We adhere strictly to our published investigation timescales and provide clear written explanations of our findings and proposed remedies.
2. Stage 1: Informal Immediate Resolution
Many operational concerns—such as vehicle arrival timing, parking logistics, or room-by-room item placement—can be resolved immediately on the day:
- On Moving Day: Speak directly to your appointed removal team leader. Our foremen have full authority to adjust loading sequences, deploy extra blankets, or contact operations coordinators to dispatch additional resources where necessary.
- Telephone Enquiries: You can contact our Birmingham customer care desk by telephone on 07404 353516 (Monday to Saturday, 8am - 7pm). If our customer service coordinators can resolve your matter within 24 hours, we will do so immediately and follow up with a confirmation email.
3. Stage 2: Formal Written Complaint
If informal discussions fail to resolve the issue to your satisfaction, or if your concern relates to property damage, contract discrepancies, or staff conduct, please submit a formal written complaint:
Send Formal Written Complaints To:
Email: jimmyslogisticsandremovals@gmail.com
Postal Address: Complaints Department, Jimmys Logistics and Removals Limited, 66 Beaufort Avenue, Birmingham, West Midlands, B34 6AE
To expedite investigation, please include:
- Your full name, current telephone number, and email address.
- Your removals invoice or quotation reference number.
- The moving date, collection address, and destination address.
- A clear, factual summary of the incident or concern.
- Photographic evidence and item details where damage is alleged.
- Your proposed outcome or remedial resolution.
4. Investigation Process & Response Timescales
We enforce strict operational response deadlines at every stage:
Written acknowledgment confirming receipt, assigning an internal case reference number and naming the investigating manager.
Full written investigation findings, including crew statements, telematics data, insurer input where relevant, and our definitive resolution offer.
5. Stage 3: Senior Management Appeal Review
If you remain unsatisfied with the Stage 2 investigation outcome, you may request an internal appeal within 14 calendar days of receiving our response. Your case will be escalated directly to our Managing Director, who will conduct an independent review of the entire complaint file and issue a final written decision within 7 working days.
6. Independent Dispute Resolution & Legal Recourse
If we reach a formal deadlock and cannot agree on an amicable resolution:
- Alternative Dispute Resolution (ADR): We will provide details of an approved, independent Alternative Dispute Resolution body certified under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 to facilitate impartial mediation or adjudication.
- Citizens Advice Consumer Service: For independent advice regarding your statutory rights under the Consumer Rights Act 2015, contact the Citizens Advice Consumer Service on 0808 223 1133 or visit citizensadvice.org.uk.
- Legal Jurisdiction: Nothing in this procedure affects your statutory right to bring proceedings before the courts of England and Wales.