This complaints procedure explains how customers using our removal services in Bromley and the surrounding areas can raise concerns, and how those concerns will be handled. Our aim is to resolve complaints fairly, promptly, and transparently, and to use any feedback to improve our home and office moving services.
We understand that moving can be stressful, and on rare occasions things may not go as planned. When this happens, we are committed to listening carefully, investigating thoroughly, and resolving issues wherever possible. Every complaint is treated seriously and is handled in line with this procedure.
We aim to:
Respond to all complaints in a timely and courteous manner.
Investigate matters objectively and fairly.
Provide clear explanations and, where appropriate, reasonable solutions.
Learn from complaints to improve our removal services across Bromley and nearby areas.
This procedure is for any customer who has used our domestic or commercial removal services, including packing, loading, transportation, storage, or unloading. It applies whether the move took place within Bromley or to or from another location, provided the work was carried out by our company or under our direct instructions.
We encourage customers to tell us about any concerns as soon as possible. In some cases, an issue can be resolved immediately by speaking to the team on the day of the move. If the issue cannot be resolved informally, or you remain dissatisfied, you should make a formal complaint.
Your complaint should include:
Your full name and the address where the removal service took place.
The date of your move and any relevant reference numbers you have received from us.
A clear description of what went wrong or why you are dissatisfied.
Details of any loss or damage, including photographs where available.
What outcome you are seeking, such as an explanation, apology, or compensation.
Complaints should be made in writing so that we have a clear record of your concerns and can investigate thoroughly. Please keep copies of any documents, photographs, or correspondence relating to your move.
To help us investigate effectively, we ask that you raise any concerns as soon as you become aware of a problem. In the case of damage or loss of items, you should notify us within a reasonable period after the move is completed. If you delay in reporting an issue, it may affect the options available for resolving the matter, especially where insurance or third-party services are involved.
Once we receive your complaint, the following steps will usually be taken.
1. Acknowledgement
We will acknowledge receipt of your complaint in writing. This acknowledgement will confirm that we have opened an investigation and will give an indication of the timescale for our response.
2. Investigation
Your complaint will be reviewed by a manager or a suitably senior member of staff who was not directly responsible for the matter complained about, where possible. The investigation may include:
Reviewing your removal booking and any relevant paperwork.
Speaking with the removal team or other staff involved.
Inspecting any photographs, reports, or other evidence you have provided.
Assessing compliance with our internal procedures and any relevant industry standards.
3. Response and Outcome
Once the investigation is complete, we will provide you with a written response. This will include:
A summary of your complaint.
Details of the investigation carried out.
Our findings and any conclusions reached.
Any offer of remedial action, apology, or compensation where appropriate.
We aim to provide a full response within a reasonable period, and if we require more time, we will inform you and explain the reason for any delay.
If you do not agree with the outcome of your complaint, you may request that it be reviewed by a more senior member of our team, where available. You should explain why you remain dissatisfied and provide any further information that you believe is relevant.
After this review, we will confirm our final position in writing. This will mark the end of our internal complaints process.
Where your complaint relates to alleged loss or damage to goods, it may be handled under our terms and conditions and, where applicable, any insurance cover associated with the removal services. We may ask you for additional information, such as proof of value, photographs, or repair estimates.
Any settlement will be made strictly in line with our contractual obligations and any applicable insurance or legal requirements. It is important that you check our terms and conditions carefully before your move, as they set out important details on liability and limits of responsibility for our removal services in Bromley and beyond.
We keep a record of all formal complaints, together with details of how they were resolved. This helps us to monitor performance, identify recurring issues, and take steps to prevent similar problems in the future.
Feedback from customers, whether positive or negative, is an important part of improving the quality, reliability, and safety of our moving services across the local area.
All complaints are handled in confidence. Information about you and your move will only be shared with staff who need it to investigate and respond to your complaint, or where we are legally required to disclose it. We handle all personal data in accordance with applicable data protection laws and our privacy practices.
By setting out this complaints procedure clearly, we aim to give customers using our removal services in Bromley a straightforward route to raise concerns and seek resolution. We encourage anyone who is unhappy with any aspect of our service to use this process so that we have the opportunity to put things right wherever possible.
If you are in search of the most experienced removals companies Bromley, then you should contact our specialists today. We deliver the cheapest prices around.
| Transit Van | 1 Man | 2 Men |
| Per hour /Min 2 hrs/ | from £60 | from £84 |
| Per half day /Up to 4 hrs/ | from £240 | from £336 |
| Per day /Up to 8 hrs/ | from £480 | from £672 |
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