Complaints Procedure
Complaints Procedure for Bromley Movers
At Bromley Movers we work hard to provide a reliable, professional removals service for all customers. If something goes wrong, we want to hear about it and put it right as quickly as possible. This complaints procedure explains how you can raise a concern about our home or office moving services, what you can expect from us, and how your complaint will be handled and reviewed.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for dealing with complaints from current or past customers of Bromley Movers. It applies to all aspects of our removal services, including quotations, bookings, packing, loading, transportation, delivery, storage, and aftercare. We use feedback and complaints to improve our processes, training and customer communication.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our removals or related services where a response or resolution is expected. This can include concerns about punctuality, conduct of staff, handling of belongings, delivery issues, damage, communication, or billing. If you are unsure whether your concern counts as a complaint, raise it with us and we will treat it in line with this procedure where appropriate.
Raising a Complaint Informally
Many issues can be resolved quickly by speaking to us as soon as a problem arises. If you are still on move day or your job is in progress, please speak to the team leader on site and explain the issue clearly. They will do their best to resolve matters straight away, where it is safe and reasonable to do so. If the move has already taken place, please contact our office and ask to discuss your concern with a member of the customer service or management team.
If we are able to resolve your concern immediately and you are satisfied with the outcome, this will normally be treated as an informal complaint and no further action will be required. However, you are always entitled to ask that your concern is treated as a formal complaint if you are not satisfied with the initial response.
Making a Formal Complaint
If your concern has not been resolved informally, or you prefer to raise it formally from the outset, you should submit a written complaint. Please include the following information so that we can investigate effectively:
Your full name and contact details. Your move date and any reference numbers that were provided. The address you moved from and to, if relevant. A clear description of what went wrong and when it happened. Details of any staff you dealt with, if known. Any supporting information, such as photographs, inventories, or copies of correspondence. Please also state what outcome you are seeking, for example an apology, an explanation, corrective work, or compensation.
Time Limits for Submitting a Complaint
To help us investigate thoroughly, you should raise your complaint as soon as possible after the issue arises. For service issues, we recommend submitting your complaint within 14 days of your move or the event you are complaining about. For damage or loss of items, please refer to the time limits in your terms and conditions and insurance documentation, as stricter deadlines may apply.
Acknowledging Your Complaint
Once we receive your formal complaint, we will record it and acknowledge it. We will normally provide an initial acknowledgement within a reasonable period, confirming that we have received your complaint and outlining the next steps. If we need further information to understand the issue, we may contact you to clarify the details before starting our full investigation.
How We Investigate Complaints
Complaints are handled by a member of the management team who is not directly involved in the matter you are complaining about, where possible. Our investigation may include reviewing your quotation and booking details, checking move day schedules and notes, speaking to the crew members involved, inspecting photographs or video, and reviewing any relevant policies, risk assessments or terms and conditions.
We aim to carry out investigations fairly, objectively, and without unnecessary delay. We may contact you during the investigation if we need additional information or clarification.
Our Response and Possible Outcomes
After our investigation is complete, we will provide a written response setting out our findings and any actions we propose to take. Depending on the circumstances, possible outcomes may include:
An explanation of what happened and why. An apology where we have fallen short of our standards. Practical steps to correct the issue where possible. A goodwill gesture or compensation, where appropriate and in line with our terms, conditions and insurance. An explanation of why we are unable to uphold part or all of your complaint, if that is the outcome.
We will always aim to explain our reasoning clearly and how we have reached our decision.
Timescales for Resolution
We aim to fully respond to most complaints within a reasonable time frame, taking into account the complexity of the matter and the need to gather information from move teams or third parties. If we are unable to provide a full response within our usual timescale, we will let you know and provide an updated estimate for completion of our investigation.
Escalating Your Complaint Internally
If you are unhappy with the outcome of your complaint or the way it has been handled, you can request that it is reviewed by a more senior manager or director, where available. When asking for an internal review, please explain which parts of the decision you disagree with and why. We will then reassess the complaint and may carry out further investigation if needed. After the review, we will provide you with a final position from Bromley Movers.
External Resolution Options
In some cases, you may have the option to pursue your complaint through external routes, such as alternative dispute resolution bodies, trade associations, your insurer, or the courts. The availability of these options will depend on the nature of your complaint, our contractual arrangements with you, and your own legal rights. We recommend that you check your written terms and conditions and insurance policies, and seek independent advice if you are unsure about your options.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information will only be shared with staff or third parties where it is necessary to investigate and resolve the matter, or where we are legally required to do so. We handle all personal data in line with applicable data protection laws and our privacy practices.
Using Feedback to Improve Our Service
We treat every complaint as an opportunity to review and improve the way we deliver removals and related services. Outcomes from complaints may lead to further training for staff, revisions to our policies and procedures, clearer customer information, and improvements in how we plan and manage moves. By telling us when something goes wrong, you help us provide a better, more dependable service for all future customers.
