We want you to be fully educated on your rights and responsibilities when you move with us. We believe that the most successful moves happen when you are educated about many things, most importantly your rights and responsibilities. We have provided two links to review the FMCSA publications below. Please take the time to understand your rights and responsibilities when working with a professional mover like Universal Relocations.

Universal‘s Commitment to Our Customers

Universal Relocations is committed to delivering high-quality services and support to our Customers and Stake holders. In the event that you need to escalate a case, our Customer Service team is ready and available to help you quickly bring your issue to closure. Universal Relocations has built an efficient and sophisticated Global Escalation Management process to keep you informed of your escalated case status every step of the way.

A manager is assigned to every escalation to oversee the case from a holistic viewpoint.

The manager is responsible for evaluating the situation, facilitating the issue and acting as an advocate on the Customer’s behalf.

When should an escalation be initiated?

For customers and partners who hold a valid services contract, an escalation may be initiated when, after working through our standard support processes. And with our teams, you are not satisfied with the level or timeliness of service you have received. Additionally, an escalation should be initiated when there is tangible impact or there is a high risk to the performed activity.

What is the process for escalating my case?

The entry point into the Universal Relocations escalation process is through the Front office desk
(Phone: 91-44-40408800). When connected, please ask for the Head of Customer Service.

Have any relevant reference details of the shipment to help us quickly identify the case owners. Advise the Customer Service Head of the situation including what actions you feel are required from Universal Relocations, damages, delay in delivery dates or deadlines that may be adversely affected, and any other anticipated business impact if the case is not promptly resolved. The Customer Service Head is empowered to make a judgment on next steps. If the problem can be solved easily and by a single management action, he will take direct responsibility for resolving the issue.

However, if the situation is complex and has the possibility of a severe business impact, the Customer Service Head can assign a dedicated Escalation Manager who will assume ownership of the problem and become your management point of contact during the escalated condition.

The Escalation Manager has access to a team who is empowered to maintain the momentum of resolving the case and will, where appropriate, engage the right executives within Universal Relocations to resolve the issue.

Escalation Team Key Roles and Responsibilities

Customer Service Head

• Entry point to the escalation process.
• Owns resolution of less complex issues.
• Is responsible for ascertaining the business impact of the situation, based on the information provided by the customer.
• Responsible for assigning an Escalation Manager for critical situations.

Escalation Manager

• Customer’s advocate during the escalation process.
• Owns the problem and the overall action plan.
• Is responsible for customer satisfaction.
• Coordinates with the internal Universal Relocations team.
• Obtains additional resources, as needed.
• Obtains approval for the action plan.
• Works to ensure that all parties are properly informed throughout the escalation.
• Ensures solutions and workarounds are delivered in a timely manner.

What can a Customer expect during an escalated status?

You and your assigned Escalation Manager will collaborate and develop a communication plan. As needed, a plan of action will be co-developed to ensure resolution of the issue. The Escalation Manager will update and inform Universal Relocations internal stakeholders of case progress. Your Escalation Manager works as your advocate internally and will become a virtual member of your own problem resolution team.

What criteria does Universal Relocations use for closing my escalation?

An escalation will be considered closed if it meets one or more of the following requirements :

1. The initially agreed upon objectives have been achieved
2. A satisfactory monitoring period has elapsed without problem recurrence
3. The escalation has been reviewed and agreement reached to downgrade the case severity level
4. You have agreed that the issue is resolved
5. A mutually accountable decision has been made that the issue cannot or will not be resolved and this has been communicated to all parties

As part of our continuous improvement process, your escalation will be documented and reviewed to help Universal Relocations determine the steps that led up to the escalation and how recurrence can be eliminated. If you have any concerns about how your situation is managed, ask to speak to the CEO.