Complaints Procedure

Complaints Procedure for Our Bromley Removal Company

This Complaints Procedure explains how you can raise any concerns about our removal services and how we will handle them. Our aim is to provide a clear, fair and timely process so that any issues are addressed promptly and professionally.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a straightforward way to tell us when something has gone wrong with our removals or associated services. We use all feedback, including complaints, to improve our service standards and ensure our work is carried out safely, reliably and with respect for your property and belongings.

2. What Is a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of our removal services, the conduct of our staff or contractors, or the way we have handled your booking or move. You can complain even if you are not sure whether we are at fault, and raising a concern will not affect your rights to seek further advice or pursue other remedies.

3. Issues You Can Complain About

You may contact us about, but are not limited to, the following types of issues:

Damage to property or belongings during a move, delays or missed arrival times, conduct, attitude or behaviour of our staff, including drivers and porters, quality of packing, loading or unloading, incorrect information given before or during the move, problems with invoicing or pricing that you believe to be incorrect, health and safety concerns relating to the way our work was carried out.

If you are unsure whether your concern falls within these categories, you are still encouraged to follow this procedure so that we can review the matter.

4. How to Make a Complaint

You can make a complaint verbally or in writing. Written complaints help us understand the full details and are easier to track, but we will treat all complaints seriously regardless of how they are received.

When making a complaint, please provide as much of the following information as you can:

Your full name and, if relevant, your company name, the address where our removal service was provided, the date of your move or the date of the incident, a clear description of what went wrong, including times and the names or roles of any staff involved if known, any supporting information you have, such as photographs of damage or copies of paperwork.

This information allows us to investigate your complaint thoroughly and respond in a meaningful way.

5. Time Limits for Making a Complaint

We ask that you raise any immediate concerns, such as visible damage or access issues, as soon as reasonably possible during or immediately after your move. For other issues, please contact us as soon as you become aware of the problem. Prompt notification gives us a better chance to investigate properly and to put things right.

6. Our Complaints Handling Process

Once we receive your complaint, we will follow a clear internal process:

First acknowledgement: We will acknowledge your complaint as soon as we reasonably can. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps.

Initial review: A member of our management team will review the details of your complaint, the original booking information, any relevant correspondence and the reports from the removal team involved.

Investigation: Where necessary, we may contact you for further information, speak to our staff or contractors, review photographs, job sheets and any other relevant records. Our aim is to understand what happened and whether we have failed to meet our own standards or your reasonable expectations.

Response: After we have investigated, we will send you a written response explaining our findings, any action we propose to take and the reasons for our decision. Where we uphold your complaint, we will also explain any corrective steps or proposed resolutions.

7. Timescales for Response

We aim to resolve complaints as quickly as possible. The time required will depend on the complexity of the issue and whether we need additional information or inspections.

We will keep you informed if our investigation takes longer than expected and will provide updates until your complaint is resolved or a final decision has been reached.

8. Possible Outcomes and Remedies

Where your complaint is upheld, we may offer one or more of the following, depending on the circumstances and any applicable terms and conditions:

An explanation and, where appropriate, an apology, practical steps to put things right where this is possible, review of internal procedures or staff training to prevent similar issues, other forms of redress that we consider fair and reasonable in the circumstances.

Any remedy will take into account the nature of the complaint, the impact on you and your rights under the terms agreed for your removal services.

9. Escalating Your Complaint

If you are dissatisfied with our initial response, you may ask for your complaint to be reviewed by a senior member of our management team. Please clearly state why you are unhappy with the outcome and what further resolution you are seeking. We will carry out a further review and provide a final response explaining our position.

10. Your Legal Rights

This Complaints Procedure is intended to help resolve issues promptly and fairly, but it does not replace or limit any legal rights you may have. You are free to seek independent advice at any time, including advice about consumer rights, contracts, and any additional protections that may apply to removal services.

11. Continuous Improvement

We review complaints regularly to identify patterns, recurring issues or areas where our service can be improved. Feedback from customers in the areas we serve, including Bromley and surrounding districts, helps us refine our processes, support our staff and maintain high standards for all aspects of our removal work.

By following this Complaints Procedure, we aim to handle your concerns professionally, respectfully and with a focus on putting things right wherever we can.