Removals Brompton Customer Complaints Procedure

Removals Brompton is committed to providing a professional and reliable removals service for every customer. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and learn from the experience. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to reach a fair outcome.

Purpose of this complaints procedure

The purpose of this procedure is to provide a clear, fair and accessible process for customers who wish to make a complaint about any part of our removals or related services. It applies to all customers using our home or business moving services, including packing, loading, transport, storage handling and delivery.

Our goals when handling complaints are to:

Listen carefully to your concerns and understand what has gone wrong from your perspective.

Respond promptly and politely at every stage.

Investigate the matter thoroughly and objectively.

Provide a clear explanation of our findings and any decision taken.

Offer appropriate remedies where we are at fault and use feedback to improve our services.

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, staff conduct, communication or processes, where you would like a response or resolution. Examples may include issues relating to punctuality on moving day, conduct of our removal team, handling or care of goods, administrative errors with your booking or documentation, or clarity of quotations and charges.

Raising a concern early, even if you are unsure whether it is a formal complaint, helps us to address the issue quickly and can often prevent it from escalating.

How to make a complaint

You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps ensure we understand the details clearly and can respond accurately. You should include your full name, service address, the date of your move or booking, and a clear description of what has happened and what outcome you are seeking.

If your complaint relates to events on the day of your move, please raise it with the team leader on site where possible so that an immediate attempt can be made to resolve it. If it cannot be resolved on the day, or if the matter only becomes apparent afterwards, you can contact our office to begin the formal complaints process.

Time limits for raising complaints

To help us investigate effectively, we ask that complaints relating to service quality, conduct, timekeeping or communication are raised as soon as reasonably possible after the event. Where your complaint concerns loss or damage to goods, please notify us as soon as you become aware of the issue, providing any supporting information that may assist our assessment.

Stage one: Initial review and acknowledgment

Once we receive your complaint, it will be logged and assigned to a member of our management team. We will acknowledge receipt within a reasonable timeframe, typically within a few working days, and confirm that your complaint is being reviewed.

At this stage, we may contact you for further details or clarification. This may include asking for photographs of any alleged damage, copies of relevant documents, or a more detailed account of events. Providing as much relevant information as possible will help us to progress the review smoothly.

Stage two: Investigation and response

Your complaint will be investigated by a manager who was not directly involved in the original issue wherever practicable. The investigation may include speaking with staff present on the day of your move, reviewing job sheets and inventory records, inspecting any evidence provided, and considering the terms of our agreement with you.

Once the investigation is complete, we will provide a written or verbal response outlining:

A summary of the complaint.

The steps we took to investigate.

Our findings and conclusion.

Any proposed resolution or remedial action.

Where we identify that our service has fallen below the standards we aim to uphold, we will look at appropriate remedies. These may include a practical solution, corrective work, an apology, a goodwill gesture or, where relevant and justified, financial redress in line with our terms and any applicable insurance arrangements.

Stage three: Escalation and further review

If you are not satisfied with the outcome of the initial investigation, you may request an escalation. Your complaint will then be reviewed by a more senior manager who will consider both your original complaint and the response already provided.

The senior reviewer may ask additional questions, request further evidence or seek additional internal statements. After this review, we will give you a final response setting out our position and the reasons for any decision reached.

Our expectations of customers

We aim to treat all customers with courtesy, respect and fairness, and we ask that you do the same for our team. We understand that moving can be stressful and that complaints may arise at difficult moments. However, we cannot tolerate abusive, threatening or discriminatory behaviour towards our staff. In cases of unreasonable behaviour, we may restrict the way in which we communicate with you while still aiming to address the substance of your complaint.

Using complaints to improve our service

Every complaint received by Removals Brompton is taken seriously. We review complaints regularly to identify any trends, training needs or process improvements. This helps us to enhance the quality, safety and reliability of our removals services and provide a better experience for customers in our service area.

Confidentiality and data protection

Information you provide in connection with a complaint will be handled sensitively and used only for the purpose of investigating and responding to your concerns, or where necessary to meet legal or regulatory requirements. We will share details only with those who need to know in order to deal with the complaint effectively.

Review of this procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Any updates will apply to complaints raised after the revised procedure comes into effect. You are encouraged to refer to the most current version when making a complaint about our removals services.