Complaints Procedure
Brompton Movers Complaints Procedure
Brompton Movers is committed to providing a reliable, professional and courteous removals service. We aim to resolve any concerns quickly and fairly, and we use all feedback to improve our services. This complaints procedure explains how you can raise a complaint, how we handle it, and what you can expect at each stage.
Purpose and Scope of this Complaints Procedure
This procedure applies to all customers of Brompton Movers who wish to complain about any aspect of our services. This may include home removals, office relocations, packing services, loading and unloading, transportation, storage arrangements, or related customer service issues.
Our complaints procedure is designed to be clear, accessible and transparent so that you know exactly how we will respond and the timescales involved.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services or conduct where you would like a response or resolution. Examples include, but are not limited to:
Delays or missed appointments on removal day.
Concerns about the way goods have been handled, packed or transported.
Damage or loss of items during a move or while in storage.
Issues with conduct or behaviour of our staff or contractors.
Disputes about costs, quotations, invoicing or charges.
Concerns about how we have communicated before, during or after the move.
How to Raise a Complaint
You may raise a complaint in writing or verbally. We encourage you to provide as much detail as possible so we can investigate thoroughly. Please include:
Your full name and contact details.
The date of your move or the service in question.
Any reference number or booking information.
A clear description of what happened and what you are unhappy about.
Any supporting information such as photographs, inventory lists or correspondence.
If you are raising a complaint verbally, we may ask you to confirm the details in writing so that we have an accurate record.
Time Limits for Making a Complaint
You should tell us about any issue as soon as you become aware of it. For damage or loss related to removals and storage, it is helpful if you notify us promptly so that we can gather evidence and review records while events are still recent.
Where your contract or our terms of business specify time limits for reporting certain types of claims, those terms will apply alongside this complaints procedure.
How We Handle Your Complaint
We aim to handle all complaints fairly, consistently and without unnecessary delay. When you raise a complaint, our process will usually follow these stages.
Stage One: Acknowledgement
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. At this point we will confirm that we have received your complaint and explain the next steps. We may ask you for further information or clarification if necessary to help us understand the issue fully.
Stage Two: Investigation
Your complaint will be assigned to a member of staff with appropriate authority who was not directly involved in the matter complained about wherever practical. They will review all relevant information, which may include:
Your account of what happened and any supporting evidence.
Notes and records from our operations team or move coordinators.
Statements from the crew or staff involved.
Photographs, inventories, schedules or delivery notes.
We may contact you during the investigation to gather further details or clarify points.
Stage Three: Response and Proposed Resolution
After investigating, we will provide a written response setting out:
Our understanding of your complaint.
What we have found from our investigation.
Whether we uphold the complaint in full, in part, or not at all.
Any steps we propose to put matters right or improve our service.
Where appropriate, possible resolutions may include an explanation, an apology, corrective actions to our processes, or other remedies that may be available under your contract and any applicable terms and conditions.
Timescales
We aim to deal with complaints as promptly as possible. Response times can depend on the complexity of the matter and the availability of information, for example if we need to obtain reports from staff or third parties. If we are unable to complete our investigation within our usual time frame, we will keep you updated and explain the reason for any delay.
Escalating Your Complaint Internally
If you are not satisfied with the outcome at the initial stage, you may ask for your complaint to be reviewed at a higher level within Brompton Movers. When you do so, please explain which parts of the decision you disagree with and why, and provide any further information you feel is relevant.
A more senior member of staff will then review both the handling of your complaint and the decision made. They may re-examine the evidence or ask for additional details from you or from our team. Following this review, we will write to you with our final position.
External Options
Once you have received our final position, you may decide to seek independent advice or consider other options that may be available to you, depending on the nature of your complaint and the terms of your contract. This could include consumer advice services or other forms of dispute resolution. Any such steps will be separate from Brompton Movers and may involve their own rules and timescales.
Our Commitment to Fairness and Improvement
We treat every complaint seriously. Your feedback helps us identify where our removals and storage services can be improved, whether in planning, handling, transport, customer communication or staff training. We regularly review complaints data to identify trends and make changes that reduce the risk of similar issues arising in future.
All complaints are handled confidentially. Information is shared only with those who need it to investigate and resolve the matter or to improve our services. We will always handle your personal information in line with our privacy commitments and applicable data protection requirements.
Contacting Brompton Movers About a Complaint
If you wish to make a complaint about any aspect of our removals or associated services, please contact us using your usual Brompton Movers contact details as shown on your quote, booking confirmation or invoice. Clearly state that you wish to raise a complaint so that we can ensure it is handled under this procedure.
By following this complaints procedure, Brompton Movers aims to give every customer a clear route to raise concerns and to ensure that any problems are dealt with fairly, consistently and with respect.
