Bexley Removals Complaints Procedure

Bexley Removals is committed to delivering a professional, reliable and courteous removals service for customers across our service area. 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, learn from the experience and improve our services for the future.

This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage of the process.

Scope of this Complaints Procedure

This procedure applies to complaints about our domestic and commercial removals services, packing services, storage arrangements, and any associated customer service issues. It covers issues such as punctuality, conduct of our staff, care of your belongings, clarity of information and charges, and how we handle and communicate any changes or problems.

This procedure is intended for customers who have used, or have a confirmed booking to use, Bexley Removals. General feedback about our services, whether positive or negative, is always welcome but may not be treated as a formal complaint unless you specifically ask us to do so.

Our Complaints Principles

When dealing with complaints, Bexley Removals will follow these principles:

We will treat all complaints seriously and respectfully. We will handle complaints promptly and aim to resolve them as quickly as possible. We will investigate fairly, considering all relevant information. We will keep you informed about the progress of your complaint. We will explain our decisions clearly and honestly. Where appropriate, we will take action to prevent similar issues from arising again.

How to Make a Complaint

You can raise a complaint in writing. Providing your complaint in writing helps us to understand the issue clearly and to keep an accurate record. When submitting a complaint, please include the following details where possible:

Your full name and the address where the removal service took place. The date of your move or the scheduled date of service. A clear description of what went wrong, including relevant times and locations. Names or descriptions of any staff involved, if known. Details of any damage or loss, including photographs if available. Any steps already taken to address the issue. What outcome or resolution you are seeking.

We encourage you to raise your complaint as soon as possible after the issue occurs so that we can investigate thoroughly while the details are still clear.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it in writing. We aim to send this acknowledgement within five working days. In this acknowledgement we will confirm that we have received your complaint, identify who will be dealing with it, and outline the next steps and expected timescale for our investigation and response.

Investigation Process

Your complaint will be investigated by a manager or senior member of staff who was not directly responsible for the matter you are complaining about, wherever possible. Our investigation may include:

Reviewing your written account and any supporting evidence you provide. Checking our internal records, including booking details, job sheets and inventory lists. Speaking with the team members involved in your move or service. Inspecting any related documentation, such as estimates, confirmations and invoices.

If we require further information from you to complete our investigation, we will contact you and explain what we need and why.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a written response. Our response will summarise the complaint, explain the steps we took to investigate, set out our findings, and confirm any decision or action we are taking.

Depending on the nature and outcome of the complaint, possible resolutions may include:

An explanation or clarification. An apology. Corrective action, such as updating our procedures or providing additional staff training. Practical steps to remedy the issue, where possible. Financial redress, where appropriate and in line with our terms and conditions and any applicable insurance or protection arrangements.

We aim to issue a full written response within 28 days of acknowledging your complaint. If, due to the complexity of the matter, we need additional time, we will inform you of the delay and provide an updated timescale.

Escalating Your Complaint

If you are not satisfied with our final response, you may request that your complaint be reviewed by a more senior manager within Bexley Removals. Your request for escalation should explain why you remain dissatisfied and what further outcome you are seeking.

The senior manager will review the original complaint, our investigation, our response and any new information you provide. Following this review, they will send you a final written decision. This is the final stage of our internal complaints procedure.

Claims for Loss or Damage

If your complaint involves alleged loss of or damage to your belongings, please make this clear in your initial correspondence. To help us assess such claims, we may ask for additional information, including photographs, proof of value or purchase where available, and details of any existing insurance you hold.

Any compensation for loss or damage will be considered in line with our terms and conditions and any applicable insurance cover that was in place for your move or storage. We will explain clearly how any offer of settlement has been calculated.

Confidentiality and Data Protection

All complaints will be handled in confidence and in accordance with data protection requirements. Information will only be shared internally with those who need it to investigate and resolve your complaint, or as required by law.

Using Complaints to Improve Our Service

Bexley Removals views complaints as an important source of feedback. We regularly review the complaints we receive to identify trends, recurring issues and opportunities to improve how we plan and deliver moves, handle belongings, communicate with customers and manage our staff.

By following this procedure, you help us address individual concerns and contribute to the ongoing improvement of our removals services across the areas we serve.