Complaints Procedure
Brixton Movers Complaints Procedure
This complaints procedure explains how Brixton Movers handles concerns and complaints about our removals and related services. Our aim is to resolve issues quickly, fairly and transparently, while using the feedback to improve our services for future customers.
Our Commitment to Customers
Brixton Movers is committed to providing a professional, reliable and courteous removal service. If something goes wrong, we want to know about it. We take every complaint seriously and will investigate it thoroughly. We will treat you with respect, keep you informed and work with you to reach a fair outcome wherever possible.
This procedure applies to all customers who have used or booked our home or office removal services, packing services, storage, or any related services offered by Brixton Movers.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are seeking a response or resolution. This can include, but is not limited to:
Service quality issues, including punctuality, handling of belongings, packing or unpacking standards, or conduct of staff during a move.
Concerns about damage or loss of items during your move or while in storage with us.
Disagreements about charges, quotations, or changes to agreed services and costs.
Issues with communication, such as lack of updates, unclear information, or perceived unhelpfulness.
Any other aspect of our removal or storage services that has caused you inconvenience, loss or dissatisfaction.
How to Make a Complaint
You can raise a complaint verbally or in writing. We recommend providing your complaint in writing wherever possible, as this helps us clearly understand the issue and respond more effectively.
When submitting a complaint, please include the following information to help us investigate efficiently:
Your full name and the address where the service took place.
The date of your move or planned move.
A clear description of the issue, including relevant times, locations and any staff members involved, if known.
Details of any damage, loss or extra costs that you believe have occurred.
Any supporting information you can provide, such as photographs, inventory lists, or agreements.
What outcome or resolution you are seeking, if you have something specific in mind.
Stage One: Initial Review and Response
Once we receive your complaint, we will acknowledge it within a reasonable timeframe and let you know that it is being reviewed. In most cases we will aim to acknowledge your complaint within a few working days.
Your complaint will first be reviewed by an appropriate member of the Brixton Movers team. They will:
Read and log the details of your complaint.
Check any internal records related to your booking or move.
Speak with the staff involved where necessary.
Assess what went wrong and whether we could have done something differently.
We will then provide you with an initial response, setting out what we have found so far and, where appropriate, offering a proposed resolution or next steps. If the matter is straightforward, we will aim to resolve it at this stage.
Stage Two: Further Investigation
If you are not satisfied with the outcome of the initial review, or if the matter is more complex, your complaint may be escalated for further investigation.
At this stage, a more senior member of the team will review the complaint, along with the information already gathered. They may:
Request additional details from you to clarify certain points.
Carry out a more detailed review of records, inventory information and any photographs or evidence provided.
Discuss the matter with the staff involved and gather further internal feedback where appropriate.
Consider our terms and conditions and any applicable industry guidance to ensure a fair and balanced assessment.
Following this review, we will provide you with a written response setting out the findings, our decision and the reasons for that decision. Where we uphold your complaint, we will propose a form of resolution, which may include remedial action, service improvements or, where appropriate, financial redress in line with our terms and conditions.
Timescales for Handling Complaints
We aim to deal with all complaints as quickly as reasonably possible. Many issues can be resolved at the first stage within a short period. More complex matters, particularly those involving damage assessments or multiple services, may take longer to investigate thoroughly.
If we need more time, we will keep you informed of our progress and let you know when you can expect a further update or final response.
Your Responsibilities
To help us resolve your complaint efficiently, we ask that you:
Raise your concerns as soon as you reasonably can after the issue arises.
Provide clear and accurate information about what happened.
Share any relevant evidence or supporting details that may help with our investigation.
Communicate with us respectfully and allow reasonable time for us to review the matter properly.
Confidentiality and Data Protection
All complaints are handled confidentially. Information about your complaint will only be shared internally with those who need to know in order to investigate and resolve the issue. We will handle your personal data in line with applicable data protection requirements.
Using Feedback to Improve Our Service
Every complaint provides us with valuable feedback about our removals and storage services. We regularly review complaints data to identify recurring issues, trends and areas for improvement. Where appropriate, we use this information to update staff training, review procedures and enhance our overall customer experience.
Brixton Movers appreciates the time customers take to let us know when something has not gone to plan. Our goal is to put things right wherever we can and to learn from each situation so that we continue to provide a reliable, professional moving service.
