COMPLAINTS GUIDE

This guide is to help you through the process of making a complaint against an AIM Member. If there is anything that is not covered by this brief guide or you have questions about your dispute, you can contact AIM for more advice.

The following documents may be requested during the complaints process.

• Copy of Quotation
• Copy of Acceptance Form
• Copy of Storage Inventory
• Insurance Information
• Email correspondence

Step One

Complaints, insurance claims and notification of loss or damage should be made to the mover immediately and put in writing within 7 days of the move or incident. The mover is required to log the complaint and respond, in writing within 3 working days.

The mover should endeavour to address complaints and/or resolve disputes as soon as possible and no later than 30 days from the initial complaint.

Step Two

If the customer is not satisfied with the outcome of their complaint or the dispute is not resolved, they may refer it to AIM. 

Once AIM has enough information, they will contact the mover and ascertain if there has been wrong-doing or misunderstanding so they can help to settle any dispute.

AIM will investigate the complaint and provide their viewpoint and recommendations within 30 days.

How to complain to your trader

Contact the business in writing, if possible, (recommend recorded delivery) or email, making clear the following:

• What you believe the trader has not done as per the contract/quote
• What you would like them to do to resolve the issue
• You can expect a reply from the business within three working days since receipt of your complaint.