Removals Brompton Complaints Procedure

Removals Brompton is committed to providing a professional, reliable removals service for customers in Brompton and the surrounding area. We aim to handle every move with care and efficiency, but we recognise that sometimes things may not go to plan. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can do if you remain dissatisfied.

Purpose and Scope of this Procedure

This procedure applies to all residential and commercial customers who have used, or intend to use, our removal or related services. It covers issues such as service quality, staff conduct, punctuality, handling of goods, administration, and communication. It does not cover matters that are already the subject of legal proceedings or insurance claims, although we will still aim to assist with information where appropriate.

Our Commitment to You

When you raise a complaint with Removals Brompton, we will treat it seriously, handle it confidentially, and respond in a fair and timely manner. Our goals are to understand what went wrong, put things right where we can, and use your feedback to improve our removals service across the local area.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible so that we can address them quickly. You may make a complaint verbally or in writing. Where possible, please provide the following information to help us investigate:

Your full name and, if relevant, the name of the person who booked the service

The service address and the date of your move or scheduled appointment

A clear description of what happened, including times, locations, and the names of any staff involved if known

Details of any damage, delay, or other issues you experienced

Copies of any supporting documents you may have, such as photographs, inventories, or quotations

When you complain verbally, we may ask you to confirm the details in writing so we have an accurate record and can respond more effectively.

Informal Resolution in the First Instance

Where appropriate, we encourage you to discuss any concern with the team on site or with the office staff handling your booking in the first instance. Many issues can be resolved quickly and informally, such as clarifying timings, addressing minor service concerns, or arranging a practical solution on the day of the move.

If you are not satisfied with the outcome of this informal stage, or if your complaint is more serious, you may proceed to make a formal complaint under the steps outlined below.

Formal Complaint Process

Once we receive your formal complaint, we will follow these stages.

Acknowledgement

We will acknowledge your complaint within five working days of receipt. In this acknowledgement, we will confirm that we have received your complaint and outline the next steps and expected timescales for our investigation and response.

Investigation

A designated member of our management team will review your complaint impartially. This may include:

Checking your booking records, inventory, and job notes

Speaking to the removals team or staff involved

Reviewing any photographs, correspondence, or other evidence you provide

Visiting the property or storage location if this is necessary and practical

We aim to complete this investigation as promptly as we reasonably can, taking into account the complexity of the issues raised.

Response and Outcome

We will normally provide a full written response within 20 working days from the date of acknowledgement. If we need more time due to the complexity of your complaint, we will inform you of the reason and give an updated timescale.

Our response will explain:

What we have understood your complaint to be about

The steps we have taken to investigate the matter

Our findings and any conclusions we have reached

Any proposed remedy, which may include an apology, corrective action, a practical solution, or where appropriate, information on making an insurance claim

Escalating Your Complaint

If you are not satisfied with our formal response, you may request that your complaint is reviewed by a senior manager. When asking for an escalation, please explain why you remain dissatisfied and what outcome you are seeking.

The senior manager will review the original complaint, the investigation, and our response, and may request additional information if needed. We will then provide you with a final response, normally within 15 working days of your escalation request.

Complaints Involving Damage or Loss

Where your complaint involves alleged damage to property or loss of items during a move, we will need clear details of the goods affected and the circumstances. Please report such issues as soon as you become aware of them and retain any damaged items for inspection where possible.

Some matters may need to be addressed under the terms of our insurance or your own policy. In such cases, we will explain the relevant process and what information will be required to progress any claim.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with our data protection obligations. Information will only be shared with staff who need it to investigate and respond to your concerns. We will retain complaint records for an appropriate period in order to monitor service quality and fulfil our legal and regulatory duties.

Using Feedback to Improve Our Service

We value feedback from all customers across Brompton and neighbouring areas. Complaints are reviewed on a regular basis so we can identify patterns, learn from mistakes, and improve how we plan and deliver our removal services. Where we identify areas for improvement, we may provide further staff training, revise procedures, or adjust how we communicate with customers before, during, and after each move.

Reasonable Expectations and Conduct

We expect all parties to behave respectfully throughout the complaint process. Our team will always aim to communicate clearly and courteously, and we ask that customers do the same. We may decide to restrict communication channels if behaviour becomes abusive or threatening, while still ensuring that your complaint is properly considered.

Review of this Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and in line with good practice for removal services. We may update it from time to time to reflect changes in our operations, legal requirements, or industry standards. The version published here will always represent our current approach to handling complaints at Removals Brompton.