Brixton Removals Complaints Procedure

Brixton Removals is committed to delivering a reliable, professional moving service for customers across our service area. We recognise that, on occasion, you may feel that our service has not met your expectations. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to resolve matters fairly and promptly.

Our Commitment to You

We aim to handle all complaints in a transparent, respectful and efficient manner. Every complaint is treated seriously, whether it relates to customer service, punctuality, handling of belongings, packing, storage, or any other aspect of our removal services. We use the feedback gained from complaints and concerns to continually review and improve our operations.

Our objectives when dealing with complaints are to:

Understand your concern clearly and fully, investigate all relevant facts, respond within reasonable timescales, keep you informed throughout the process and, where appropriate, offer a fair resolution and explanation.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about Brixton Removals or our services where a response or resolution is expected. This can include, but is not limited to:

Issues with booking or communication, delays in collection or delivery, concerns about the condition or handling of your belongings, disputes about charges or the scope of work and conduct, attitude or behaviour of staff or subcontractors.

Raising a complaint will not affect your right to receive a professional service from us. We welcome the opportunity to put things right.

How to Make a Complaint

You can make a complaint in writing or verbally. So that we can investigate your concern efficiently, please provide as much information as possible when you contact us. This should include:

Your full name, the address where the service was provided, the date of your move or the scheduled service, a clear description of the issue and any relevant background, any steps already taken to address the problem with our team and your preferred outcome or what you feel would be a fair resolution.

Written complaints are particularly helpful as they allow us to keep a clear record of the issue and ensure that no important detail is missed during our investigation.

When to Raise a Complaint

Please tell us about your concern as soon as possible. Prompt notification enables us to investigate while information is fresh and, where necessary, to mitigate any further inconvenience or loss. If your complaint relates to damage, loss or delay, you should raise it at the earliest reasonable opportunity after you become aware of the issue.

How We Handle Your Complaint

Once we receive your complaint, we will follow these steps:

Acknowledgement: We will acknowledge your complaint within a reasonable timeframe, confirming that it has been logged and is being reviewed. We may ask you for further information or clarification if needed.

Initial assessment: We will identify the key issues raised and determine the appropriate person within Brixton Removals to investigate. This may include your move coordinator, a supervisor, or a manager who was not directly involved in the original work.

Investigation: We will review your account, speak with team members involved, check booking details, job records and any available supporting documentation. Our goal is to establish what happened, why it happened and what, if anything, should have been done differently.

Response: After the investigation is complete, we will provide you with a clear written or verbal response. This will outline our understanding of the complaint, the steps we have taken to investigate, our findings and any proposed resolution.

Timescales for Response

We aim to resolve complaints as quickly as possible. Straightforward issues may be resolved within a few working days. More complex matters that require detailed investigation may take longer. If we are unable to provide a full response within our usual timescale, we will keep you informed of the progress and let you know when you can expect a final outcome.

Possible Outcomes and Resolutions

Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:

A full or partial explanation of what occurred and why, an apology where our service has fallen below our expected standards, corrective action to remedy an ongoing issue, such as arranging a follow-up visit and, where appropriate, a financial or practical remedy in line with our terms and conditions and any applicable insurance arrangements.

Every case is considered individually, taking into account the specific circumstances and evidence available.

If You Are Not Satisfied with the Outcome

If you feel that your complaint has not been resolved to your satisfaction, you may ask for it to be reviewed by a senior member of the Brixton Removals team. The review will consider whether the complaint was handled fairly and in line with this procedure, whether all relevant information was taken into account and whether the proposed resolution is reasonable in the circumstances.

After this review, we will provide you with our final position on the matter. This internal escalation process represents the final stage of our complaints procedure.

Your Responsibilities as a Customer

To help us address your concern effectively, we ask that you:

Provide accurate and complete information when submitting your complaint, keep copies of any relevant documents or photographs, respond promptly to any requests for additional details and treat our staff with courtesy and respect throughout the process.

We reserve the right to end communication where behaviour becomes abusive, threatening or unreasonable. However, this will only be considered in serious cases and after appropriate warnings.

Using Complaints to Improve Our Service

Brixton Removals uses complaints and feedback as an essential part of our quality control. We regularly review the themes and issues raised, update our staff training, refine our procedures and make operational changes where necessary. Our aim is to reduce the likelihood of similar problems occurring in the future and to maintain a consistently high level of service for customers using our moving and storage services across the area.

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our operations, customer expectations or good practice within the removals industry.