Complaints Procedure
Bermondsey Movers Complaints Procedure
This Complaints Procedure explains how Bermondsey Movers manages concerns and complaints about our removal and related moving services. Our aim is to resolve any issues quickly, fairly and transparently, and to use feedback to improve our service for all customers.
Our Commitment to You
Bermondsey Movers is committed to delivering a professional and reliable removal service. If something goes wrong, we want to know about it. We will treat all complaints seriously and handle them with courtesy and respect. We aim to resolve most problems informally and as early as possible, but this procedure is available if you feel an issue has not been properly resolved.
What This Procedure Covers
This procedure applies to complaints arising from any of our removal and moving-related services, including but not limited to home removals, office moves, packing, loading and unloading, storage handling, transportation, and related customer service. It covers issues such as service quality, conduct of staff, communication, delays, damage, loss, billing concerns, and the way a previous complaint has been handled.
Informal Resolution in the First Instance
Many concerns can be sorted out quickly by speaking with the team member or move coordinator you have been dealing with. Where possible, please raise any concerns as soon as you become aware of them, ideally on the day of the move or immediately afterwards. We will do our best to put matters right on the spot, arrange any necessary follow-up, or provide a clear explanation.
How to Make a Formal Complaint
If you are not satisfied with the informal response, or if the issue is more serious, you may make a formal complaint. To help us investigate effectively, please provide the following information when you contact us:
Your full name and contact details, including your preferred contact method. The date and location of your move or service. A clear description of what went wrong, including relevant times and details. The names or roles of any staff involved, if known. Any supporting information, such as photographs, inventory references, or job numbers. What outcome or resolution you are seeking, if you have a specific request.
Formal complaints should be made in writing so that we can keep an accurate record of your concerns and our responses. You may send your written complaint by post or submit it through any company communication channel that allows you to provide the level of detail listed above.
Time Limits for Raising a Complaint
We ask that you raise any complaint as soon as reasonably possible. Where a complaint concerns alleged damage or loss of items during a removal, you should notify us at the earliest opportunity after becoming aware of the issue. In some cases, the terms and conditions of service or any insurance arrangements may include specific notification periods, which will continue to apply alongside this procedure.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will acknowledge it in writing. The acknowledgement will usually be sent within a reasonable time from receipt. In our acknowledgement, we will confirm that we have received your complaint, identify the person or team responsible for handling it, and provide an initial indication of how long our investigation is expected to take.
Investigation Process
Your complaint will be investigated by an appropriate member of the Bermondsey Movers management team, or by another person nominated to act on their behalf. The investigation may include reviewing records such as removal documentation, job notes, inventories, photographs, and vehicle logs; speaking with staff members or third parties involved; and, where applicable, considering any relevant terms and conditions, policies, or insurance provisions.
We may contact you during the investigation if we need further information or clarification. This helps us to ensure that we fully understand your concerns and can reach a fair and informed conclusion.
Our Response and Possible Outcomes
After completing the investigation, we will provide you with a written response. This response will summarise the issue you raised, outline the steps we have taken to investigate, explain our findings, and state the outcome. Where we find that something has gone wrong, we will aim to put matters right in a fair and proportionate way. Depending on the nature of the complaint, outcomes may include an explanation or apology, corrective action or service recovery, a review and update of internal procedures, or, where appropriate, consideration of compensation in line with our terms, conditions, and any applicable insurance arrangements.
Timeframes for Resolution
We aim to resolve complaints as promptly as possible. The time required will depend on the complexity of the issues and the availability of relevant information. If we are unable to provide a full response within the initial timeframe indicated in our acknowledgement, we will keep you informed, explain the reasons for any delay, and provide a revised timescale.
Escalating Your Complaint
If you are not satisfied with the outcome of your complaint or the way in which it has been handled, you may request that the matter be reviewed at a higher level within Bermondsey Movers. Your request for escalation should set out why you remain dissatisfied and what you believe has not been addressed. A more senior member of our team will then review the handling of your complaint and the decision reached. Following this review, you will receive a further written response explaining the final position of the company.
External Options
Depending on the nature of your complaint and any contractual or regulatory arrangements that apply, you may have the option to pursue your concerns through external channels after our internal procedure has been completed. This may include alternative dispute resolution or other routes that are available to you under applicable law. Any such avenues do not affect your statutory rights.
Confidentiality and Data Protection
All complaints will be handled in confidence and in accordance with relevant data protection requirements. Information will only be shared with those who need it in order to investigate the complaint and implement any necessary actions. We keep records of complaints and outcomes in order to monitor service quality and to identify areas where we can improve our removal services.
Using Feedback to Improve Our Service
Bermondsey Movers values all feedback, whether positive or negative. Complaints are an important source of information about how our removal operations are working in practice. We regularly review complaint trends and outcomes to identify opportunities to improve our procedures, staff training, communication, and overall customer experience.
Review of This Procedure
This Complaints Procedure is reviewed periodically to ensure that it remains clear, accessible, and effective. We may update it from time to time to reflect changes in our services, relevant regulations, or industry best practice. The version available on our legal and policy pages will always be the most up to date.
