Bermondsey Removals Complaints Procedure

At Bermondsey Removals we aim to provide a reliable, professional removals service for every customer. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so that we can put matters right promptly and improve our service. This complaints procedure explains how you can raise a concern about our moving and related services, how we will respond, and what you can expect from us throughout the process.

Who This Complaints Procedure Applies To

This procedure applies to customers who have used, or have arranged to use, Bermondsey Removals for domestic or commercial removals, packing, storage, or associated services. It covers concerns about the standard of our work, our staff, our vehicles or equipment, our communication with you, and any aspect of the service you have received before, during or after your move.

Our Commitment To You

We are committed to treating all complaints seriously, fairly and confidentially. We will:

Listen carefully to your concerns and understand what has gone wrong from your perspective. Acknowledge your complaint within a reasonable time frame. Carry out a thorough and impartial investigation. Keep you informed of progress at key stages. Provide a clear response, including an explanation and, where appropriate, an apology and a proposal for putting things right. Use the outcome of your complaint to improve our services and staff training where needed.

How To Make A Complaint

You can raise a complaint with Bermondsey Removals in writing or by speaking with us. To help us look into the matter quickly and effectively, please provide as much detail as possible, including:

Your full name and the address where the removal or related service took place. The date of your move or the date of the event you are complaining about. A clear description of what went wrong and how it has affected you. The names of any staff members involved, if you know them. Any supporting information such as inventory lists, photographs, or written notes.

We recommend that you raise your complaint as soon as possible after the issue arises, so that we can investigate while the details are still fresh and relevant information is readily available.

Stage One: Informal Resolution

In many cases, issues can be resolved quickly and informally. If you are unhappy during your move or immediately afterwards, please raise your concern with the team leader on site or with our office as soon as possible. We will try to resolve the matter straight away, for example by adjusting how the work is being carried out, clarifying what has been agreed, or arranging a prompt follow-up visit.

If you are not satisfied with the outcome of this informal stage, or if the issue cannot be resolved there and then, you may use our formal complaints process described below.

Stage Two: Formal Complaint

If your complaint cannot be resolved informally, or if you prefer to make a formal complaint from the outset, we will follow our structured process:

Acknowledgement: We will acknowledge your complaint within a reasonable period of receiving it. Our acknowledgement will confirm that we have received your complaint and advise you of the next steps.

Investigation: Your complaint will be assigned to a suitably senior member of staff who was not directly involved in the events that prompted your complaint. They will review all relevant information, which may include job records, inventory sheets, photographs, staff statements and any other material you provide.

Contact For Clarification: We may contact you if we need more detail or clarification. This helps us ensure that we fully understand your concerns and the outcome you are seeking.

Response: Once our investigation is complete, we will send you a written response explaining our findings. Where your complaint is upheld, we will outline any corrective action we propose to take. This may include an apology, additional work to rectify the issue, or other appropriate steps. If we do not uphold your complaint, we will explain our reasons clearly.

Timeframes For Response

We aim to complete our investigation and provide you with a full response within a reasonable period depending on the complexity of the matter. Some issues, such as those involving alleged damage or loss, may require more detailed investigation, for example checking inventory records or inspecting items. If we need more time than originally anticipated, we will let you know and give you an updated timescale.

What We May Need From You

To investigate your complaint properly, we may ask you to provide supporting information, such as:

Copies of your removal quotation and final invoice. Photographs of any alleged damage or loss. Evidence of the condition of items before the move, where available. Any communication you had with our team regarding the issue.

Providing this information promptly will help us to reach a fair and informed decision more quickly.

Outcomes And Remedies

Where our investigation shows that we are at fault, we will take appropriate steps to put matters right wherever reasonably possible. Depending on the circumstances, this may include rectifying work, providing additional services, or other forms of redress in line with our terms and conditions. Where a complaint is not upheld, we will clearly explain how we reached our decision and what information we relied on.

Escalating Your Complaint

If you remain dissatisfied after receiving our formal response, you may request that your complaint is reviewed again by a more senior member of our management team. In doing so, please explain why you are dissatisfied with the initial outcome and what you would like to happen. We will then reconsider the matter, taking into account any new information you provide, and will send you a further written response.

Learning From Complaints

Bermondsey Removals treats all complaints as an opportunity to review and improve our services. We regularly monitor the nature and number of complaints we receive, identify any recurring themes, and take steps to address them. This can include additional staff training, revising procedures, or improving communication with customers before and during their moves.

Confidentiality And Data Protection

All complaints are handled confidentially and in line with our data protection obligations. Information about your complaint will only be shared with staff who need it to investigate and resolve the issue, or where we are required to share information by law.

Review Of This Procedure

We review this complaints procedure regularly to ensure that it remains clear, fair and effective for our customers. Any updates will apply to complaints raised after the date of the change, unless we notify you otherwise in writing.

If you have any questions about this complaints procedure, please contact us using your usual Bermondsey Removals point of contact.