Complaints Procedure
Movers Bromley Complaints Procedure
This Complaints Procedure explains how customers can raise concerns about the services provided by Movers Bromley and how those concerns will be handled. It applies to all customers using our removal and related services, including home moves, office relocations and associated handling of goods.
Our Commitment to Customer Care
Movers Bromley aims to deliver a professional, efficient and reliable removals service. If we fall short of your expectations, we want to know so that we can put things right where possible and improve our service for the future. We treat all complaints seriously, fairly and with respect.
What This Procedure Covers
This procedure covers complaints relating to our moving and associated services, such as collection and delivery of goods, packing and unpacking, handling of belongings, punctuality, staff conduct, adherence to agreed schedules, and charges set out in your quotation or contract. It is intended for individual and business customers who have booked services with Movers Bromley.
Raising an Informal Concern
In many cases, issues can be resolved quickly and informally. If you are dissatisfied during your move or shortly afterwards, you are encouraged to speak with the team leader on the day of the move or your usual office contact as soon as possible. They may be able to provide an explanation, agree a practical solution or correct a misunderstanding straight away.
If you are not satisfied with the outcome of discussing the matter informally, or if you prefer not to raise the issue directly with the crew, you may use the formal complaints process set out below.
How to Make a Formal Complaint
To make a formal complaint, please set out your concerns in writing. Providing your complaint in writing helps us understand the matter clearly and review all relevant details. You may send your written complaint to our office by post or by any digital contact method listed on our contact page.
Please provide the following information so that we can investigate your complaint thoroughly:
Your full name and contact details
Date and location of the move or service
Your reference or booking number, if available
A clear description of what went wrong or why you are dissatisfied
Details of any staff you dealt with, if known
Any supporting information, such as photographs, inventories or notes
What outcome you are seeking, for example an explanation, apology, correction or financial consideration
Time Limits for Submitting Complaints
You should submit your complaint as soon as reasonably possible after the event. For issues relating to loss or damage to goods, please notify us in accordance with the time limits stated in your contract or consignment documentation. Sending information promptly helps us gather accurate evidence and respond effectively.
Acknowledgement of Your Complaint
Once we receive your written complaint, we will send you an acknowledgement. This will normally be within five working days. The acknowledgement will confirm that your complaint has been logged, provide a reference for future correspondence, and outline the next steps in the process.
Investigation of Your Complaint
Your complaint will be assigned to an appropriate manager who was not directly responsible for carrying out the service in question wherever possible. The manager will review your correspondence, any supporting documents, relevant move records, job sheets and internal notes. They may also speak to members of staff involved and, where necessary, request further information from you.
We aim to conduct the investigation in a thorough, impartial and timely manner. More complex complaints, particularly those involving multiple services or alleged damage to property, may require extra time while we gather all relevant information and consider our findings.
Our Response and Outcome
After the investigation is complete, we will issue a written response. This will normally be within 28 days of acknowledging your complaint, or we will inform you if more time is required and explain why. Our response will set out:
A summary of the complaint issues
The steps taken to investigate your concerns
Our findings and any conclusions reached
Any actions we propose to take to resolve the matter
Depending on the circumstances, possible outcomes may include an explanation, an apology, corrective action to prevent recurrence, service improvements, practical remedies or, where appropriate and in line with our terms and conditions, an offer of financial settlement.
If You Remain Dissatisfied
If you are not satisfied with our final response, you may request that your complaint is reviewed by a senior member of our management team. You should make this request in writing, explaining why you believe the outcome is not fair or adequate. We will then review the handling of your complaint, the evidence considered and the decision made, and provide a further written response.
In addition, you may have the option to seek independent advice or to refer your complaint to an external dispute resolution or consumer advice body, depending on your circumstances and the nature of the complaint. Any such rights will exist alongside your statutory rights and any rights set out in your contract with us.
Data Protection and Confidentiality
All complaints are handled in line with our obligations under data protection law. Information you provide in connection with a complaint will be used only for the purpose of investigating and resolving your concerns, improving our services and meeting regulatory or legal requirements. Details will be shared internally only with those who need to know in order to assist with the process.
Continuous Improvement
Movers Bromley monitors and reviews complaints on a regular basis in order to identify patterns, recurring issues and opportunities for improvement. Feedback received through this procedure is used to refine staff training, update working practices and develop better service standards for future customers.
Statutory Rights
This Complaints Procedure is intended to help you raise concerns easily and to provide a clear framework for how we respond. It does not affect your legal or statutory rights in relation to the services you have purchased, nor does it alter any rights or responsibilities set out in your contract or in applicable consumer legislation.
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