Brompton Removals Complaints Procedure

Brompton Removals is committed to providing a professional, reliable and courteous removals service for households and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Our commitment to resolving complaints

We take all complaints seriously and aim to resolve them promptly, fairly and transparently. Our objectives are to understand what went wrong, put matters right where possible, and learn from the experience to improve our future moving and storage services.

When you make a complaint to Brompton Removals, you can expect us to treat you with respect, handle your information securely, and keep you informed about the progress and outcome of our investigation.

What this procedure covers

This procedure applies to complaints relating to any removals or associated services carried out by Brompton Removals. This can include home moves, office relocations, packing and unpacking services, storage handling, and the transportation of furniture and belongings across our service area.

The procedure covers issues such as service quality, delays, conduct of our staff or contractors, damage or loss of items, and how we have communicated with you before, during or after your move.

How to make a complaint

We encourage you to raise any concern as soon as possible so that we can address it promptly. In many cases, issues can be resolved quickly by speaking directly to the team member or move coordinator you have been dealing with. If this is not possible, or if you remain dissatisfied, you can make a formal complaint.

To help us deal with your complaint efficiently, please provide the following information when you contact us:

Your full name and contact details, your move reference or booking details, the date of your move or service, a clear description of your complaint, including key dates and times where relevant, details of any items involved, particularly if damage or loss is being reported, and any supporting information you have, such as photographs or written notes.

Complaints can be made in writing or verbally. Written complaints help us ensure that we accurately capture the details of your concerns, but we will also accept complaints raised by phone or in person and will record them for you.

Time limits for raising a complaint

To give us the best chance of investigating your concerns thoroughly, we ask that you raise any complaint as soon as reasonably possible and, in the case of damage or loss, within a reasonable period after your move. Where your concern relates to visible damage to items or property, we encourage you to notify us as soon as you become aware of the issue.

Our complaints handling process

Once we receive your complaint, we will follow a structured process to ensure it is handled consistently and fairly.

Acknowledgement: We will acknowledge your complaint within a reasonable timeframe. Where your complaint is made in writing, we will aim to confirm receipt and provide you with a reference for future correspondence.

Initial assessment: A member of our management or customer care team will review the details of your complaint, consider the information you have provided, and decide how best to investigate it. We may contact you to clarify any points or to request further information.

Investigation: We will speak with any relevant team members who were involved in your move, review our job records and any photographs or notes taken by our crews, and examine any evidence you have supplied. In some cases, we may arrange a visit to view any reported damage.

Outcome and response: Once our investigation is complete, we will write to you to explain our findings and any actions we propose to take. This may include an apology, an explanation of what went wrong, steps taken to prevent a recurrence, or, where appropriate, proposals to remedy the issue in line with our contractual terms and any applicable insurance or liability arrangements.

Timescales for responding

We aim to resolve complaints as quickly as possible. Straightforward complaints may be resolved within a short period, while more complex cases involving damage assessment, third-party input or detailed review may take longer.

If we are unable to provide a full response within a reasonable time, we will keep you updated on progress and let you know when you can expect a further update or a final response.

Outcomes and remedies

Where our investigation shows that we have fallen short of our standards, we will seek to put things right. Depending on the circumstances, this may include:

Providing a clear explanation of what happened and why, issuing an apology where appropriate, taking corrective action in relation to our processes or staff, and considering any claim for loss or damage in line with our terms of business and any relevant cover in place.

Any financial or practical remedy will be based on the evidence available and the contractual and legal framework governing our removals services.

Escalating your complaint

If you are not satisfied with the response you receive, you may request a review by a senior member of the Brompton Removals management team. When doing so, please explain why you remain dissatisfied and what outcome you are seeking.

The management review will consider the original complaint, the steps taken during the investigation, the outcome already provided, and any new information you wish to share. Following this review, we will provide you with a final response setting out our position.

Confidentiality and data protection

All complaints are handled in confidence and in accordance with applicable data protection legislation. Information you provide will only be shared with team members and, where necessary, relevant third parties involved in investigating and resolving your complaint.

Using complaints to improve our service

Brompton Removals views feedback and complaints as an important source of learning. We regularly review complaints data to identify trends, improve our training, refine our procedures and enhance the quality and reliability of our removals and related services across the areas we serve.

By following this Complaints Procedure, we aim to ensure that every concern is treated seriously and that you receive a clear and timely response from our team.