Complaints Procedure
Movers Bow Complaints Procedure
This Complaints Procedure explains how Movers Bow manages and resolves complaints about our removal and related services. We are committed to delivering reliable home and office removals, packing, and storage solutions, and we take any expression of dissatisfaction seriously. This document sets out how to raise a concern, how we will handle it, and what you can expect from us at each stage.
Our commitment to resolving complaints
We aim to provide a professional and efficient removals service. If something goes wrong, we want to know so that we can put it right where possible and improve our service in the future. We will treat every complaint fairly, courteously, and without discrimination, and we will keep your information confidential and secure at all times.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include concerns about punctuality, handling of belongings, conduct of staff, communication before or during a move, billing and charges, or the quality of any associated services such as packing or storage. You do not need to use any special form of words for your concern to be treated as a complaint.
How to raise a complaint
You can raise a complaint verbally or in writing. To help us understand your concern and respond effectively, please provide the following information when you contact us:
Your full name and any reference for your booking, the date of your move or planned move, a clear description of what went wrong or did not meet your expectations, when the issue occurred, and what outcome you are seeking, such as an explanation, apology, corrective action, or consideration of compensation. If you are complaining on behalf of someone else, please explain your relationship to that person and confirm that you have their permission to do so where appropriate.
Time limits for raising a complaint
We encourage you to raise concerns as soon as possible so that we can address them promptly. Ideally, you should contact us within 7 days of becoming aware of the issue. If your complaint relates to loss or damage to goods, please check any terms within your contract or moving documentation for specific notification periods, as these may affect the remedies available. However, we will consider all complaints raised in good faith, even if they are made outside suggested timeframes.
How we handle your complaint
Once we receive your complaint, it will be logged and assigned to an appropriate member of our team for review. Our process usually follows these stages:
First, acknowledgement. We will acknowledge your complaint as soon as reasonably possible. Where you have contacted us in writing, we will confirm that we have received your complaint and provide an expected timescale for our response.
Second, investigation. We will review your complaint carefully. This may include checking booking details, schedules, and correspondence; speaking to the staff involved; and, where relevant, examining any images or reports about your belongings or property. During this stage we may contact you if we need more information or clarification.
Third, response. After completing our investigation, we will send you a written response explaining our findings and any steps we propose to take. This may include an apology, an explanation, corrective measures, or, where justified and in line with our terms, consideration of compensation or other remedies.
Timescales for responses
Our aim is to resolve most complaints as quickly as possible. While actual timescales can vary depending on the complexity of the issue, we aim to provide a full written response within 14 days of acknowledging your complaint. If we are unable to meet this timescale, for example where further detailed investigation is required, we will let you know, explain the reason for the delay, and provide an updated expected date for our full response.
If you are not satisfied with our response
If you are unhappy with the outcome of your complaint, you may ask for it to be reviewed. Please set out why you disagree with our findings or the proposed resolution, and identify any information you feel has not been fully considered. A senior member of our team, who was not directly involved in the original handling of your complaint, will review the matter where possible. They will reassess the information, consider any additional details you provide, and issue a final response setting out our position.
Fairness, confidentiality, and conduct
We will handle your complaint in a fair and impartial way. Your complaint will not affect any ongoing or future removals or related services that we provide, except where it is necessary to take practical steps to protect you, your property, our staff, or third parties. All information you provide to us as part of a complaint will be treated as confidential and used only for the purposes of investigating and resolving your concerns, meeting our legal or regulatory obligations, and improving our services.
We expect all parties to communicate respectfully throughout the complaints process. We understand that moving home or premises can be stressful, and we will do our best to respond in a calm and constructive manner at all times.
Using complaints to improve our removals service
Feedback, including complaints, helps us enhance the quality and reliability of our domestic and commercial removals. We review complaints regularly to identify recurring issues, training needs, or changes we can make to our processes, equipment, and customer communication. By learning from each complaint, we aim to provide a consistently high standard of service for every move we undertake.
Status of this Complaints Procedure
This Complaints Procedure is intended as a clear guide to how we manage concerns about our moving and related services. It does not affect your statutory rights or any rights set out in your contract with Movers Bow. We may update this procedure from time to time to reflect changes in our operations, legal requirements, or industry best practice. The version in force at the time you raise your complaint will apply to the handling of that complaint.
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