Complaints Procedure
Brent Movers Complaints Procedure
Brent Movers is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right where possible and improve our services in the future. This complaints procedure explains how you can raise a concern with us and what you can expect in response.
Purpose of this Complaints Procedure
The purpose of this complaints procedure is to provide a clear, fair and consistent process for handling any dissatisfaction with our removal and associated services. It applies to all customers who have booked or received services from Brent Movers, including home moves, office relocations, packing, storage handling and related services.
This procedure covers complaints about the quality of our services, the conduct of our staff or contractors, the handling of your belongings, delays or missed appointments, and the information or advice you received from us before, during or after your move.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about our services or staff where a response or resolution is expected. Examples include concerns about how your items were handled, timekeeping and punctuality on moving day, communication before or after the move, charges or fees you believe are incorrect, and any issue where you feel we have not met the standards you reasonably expected.
If you are unsure whether your concern counts as a complaint, you may still raise it with us and we will direct you to the most appropriate process.
How to Raise a Complaint
You can raise a complaint in writing or verbally. Written complaints help us to understand the issue clearly and to keep an accurate record, so we encourage you to set out your concerns in as much detail as possible. When submitting a complaint, please include your full name, your booking or reference number if available, the date of your move or scheduled service, a clear description of what went wrong and when, any supporting information such as photographs or inventories, and what outcome or resolution you are seeking.
If you initially raise your concern verbally, we may ask you to confirm the details in writing so we can conduct a more thorough review and keep a proper record of correspondence.
Timescales for Raising a Complaint
We ask that complaints are raised as soon as reasonably possible after the issue arises. This helps us investigate while events are still recent and evidence is easier to obtain. For issues relating to loss or damage to items, we recommend that you notify us as soon as the issue is discovered and within a reasonable period after your move has been completed.
Where contractual documents or terms set out specific time limits for certain types of claims or notifications, those periods will apply in addition to this general guidance.
How We Handle Your Complaint
When we receive your complaint, we will acknowledge it and log the details. Where possible, we aim to acknowledge written complaints within a reasonable time frame. The complaint will usually be reviewed by a manager or a senior member of our team who is not directly involved in the matter you are complaining about. This helps us consider your concerns fairly and objectively.
We may contact you to request further information or clarification. We might ask questions about the events, item lists, packing arrangements, access to properties, timings and any other relevant details. We may also review documents such as quotes, contracts, job sheets, photographs and staff reports.
Investigation and Resolution
Once we have gathered the necessary information, we will assess what happened and whether our service fell below the standards we aim to provide. We will then decide on an appropriate response. Possible outcomes can include an explanation or clarification where there has been a misunderstanding, an apology where we accept that we have made an error, corrective action such as addressing a service issue or improving our processes, and where appropriate and in line with our terms and conditions, consideration of compensation or other forms of redress.
We aim to provide a formal response within a reasonable period from acknowledging your complaint. If for any reason our investigation takes longer, we will seek to keep you informed of the progress and the reason for any delay.
Keeping You Informed
We are committed to open and transparent communication throughout the complaints process. We will confirm when we have received your complaint, let you know if we need more information, keep you informed about any significant developments in the investigation, and explain our final decision and the reasons for it.
If you believe we have misunderstood part of your complaint or missed relevant information, you should let us know as soon as possible so that we can consider that before reaching a final conclusion.
If You Are Not Satisfied With Our Response
If you are unhappy with the outcome of your complaint or believe that it has not been handled fairly, you may ask for the decision to be reviewed by a more senior manager where available. In doing so, please explain why you disagree with the outcome and provide any additional information that you feel has not been considered.
After this internal review, our decision will normally be final. Any further options you may have will depend on your individual circumstances, the nature of your complaint and your legal rights.
Your Responsibilities During the Complaints Process
To help us resolve your complaint efficiently, we ask that you provide accurate and complete information, keep copies of any relevant documents, quotes, inventories or photographs, respond to our requests for further information in a timely manner, and treat our staff with respect throughout the process. We reserve the right to end communication where behaviour is abusive or threatening, while still considering the substance of your complaint as far as possible.
Using Feedback to Improve Our Service
Every complaint we receive is an opportunity for us to learn and improve the way we operate. We regularly review complaints to identify common themes or areas where we can enhance our removal services, staff training, communication and customer support. By raising your concerns with us, you are helping us to provide a better, more reliable service to all customers.
This complaints procedure is intended to support a fair and constructive approach for both you and Brent Movers. We appreciate the time you take to share your experience and we are committed to handling your complaint professionally and respectfully.
