Complaints Procedure
Complaints Procedure for Bayswater Movers Customers
Bayswater Movers is committed to delivering reliable, professional moving and removal services. We aim to resolve any concerns quickly, fairly, and transparently. This complaints procedure explains how you can raise an issue with us, what you can expect at each stage, and how we will work with you to reach a resolution.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear and accessible process for customers who are dissatisfied with any aspect of our service. This may include concerns about bookings, packing, loading, transport, delivery, scheduling, staff conduct, handling of belongings, or follow-up after a move.
We use all complaints as an opportunity to review and improve our services across our removal operations.
Who Can Make a Complaint
This procedure applies to all Bayswater Movers customers, including individuals, families, and businesses using our moving, storage, or related removal services. A complaint can be made by the customer directly or by an authorised representative acting on their behalf.
When to Raise a Complaint
We encourage you to tell us about any concern as soon as possible so we can address it without delay. In most cases, issues raised promptly with our team can be resolved informally on the same day or very shortly afterwards.
If your concern cannot be resolved informally, or you are not satisfied with the initial response, you may use the formal complaints procedure described below.
How to Make a Complaint
You can make a complaint in writing. Please clearly mark your communication as a complaint so that it can be handled under this procedure.
To help us deal with your complaint efficiently, please provide the following information:
1. Your full name and, where applicable, the name of the business or organisation.
2. The date of your move or removal service and any booking or reference number you have.
3. A clear description of what went wrong, including dates, times, and locations where possible.
4. Details of any conversations you have already had with members of our team about the issue.
5. Any supporting information, such as photographs of damage, inventory notes, or delivery documents.
6. How you would like us to put things right, if you have a preferred outcome.
Stage One: Acknowledgement and Initial Review
Once we receive your written complaint, we will acknowledge it in writing. We aim to send this acknowledgement within five working days. In this acknowledgement, we will confirm that we have received your complaint and provide an outline of the next steps and expected timescales.
A member of our management team will carry out an initial review of your complaint. This may include checking your booking details, reviewing documentation from your move, and speaking with any staff involved.
Stage Two: Investigation and Response
We will conduct a thorough investigation into the issues you have raised. Depending on the nature and complexity of the complaint, this may include:
1. Reviewing job sheets, inventories, and service records from your move.
2. Taking statements or comments from staff members involved.
3. Examining photographs, videos, or other evidence provided.
4. Assessing our procedures and how they were applied during your move.
We aim to provide a full written response to your complaint within twenty working days of the acknowledgement. If the investigation is likely to take longer, we will let you know and provide an updated timescale. Our written response will usually include:
1. A summary of your complaint and the issues considered.
2. The steps we took to investigate.
3. Our findings and whether your complaint is upheld in full, in part, or not upheld.
4. Any apologies where appropriate.
5. Details of any proposed remedy or corrective action.
6. Information about how to escalate the matter if you remain dissatisfied.
Possible Outcomes and Remedies
Where we identify that something has gone wrong, we will seek to put it right in a fair and proportionate way. Depending on the circumstances, outcomes may include one or more of the following:
1. An apology and explanation of what went wrong.
2. Practical steps to correct an error, where this is possible.
3. Consideration of compensation, in line with our terms and conditions and any applicable insurance or liability provisions.
4. Internal action, such as additional staff training, process changes, or service improvements to prevent similar issues in future.
Stage Three: Escalation Within Bayswater Movers
If you are not satisfied with the outcome of Stage Two, you may request an internal review of your complaint. Your request for escalation should be made in writing, setting out why you disagree with our response and what you would like us to reconsider.
A senior member of our management team, who was not directly involved in the original investigation, will review your complaint, the initial findings, and any new information you provide. We will aim to complete this review and send you a final written response within twenty working days of receiving your escalation request.
External Review and Independent Advice
After you have received our final written response, you may decide to seek independent advice or explore external dispute resolution options. This may include consultation with consumer advice services, legal advisers, or other relevant bodies, depending on your circumstances and the nature of the complaint.
Any external escalation will be subject to the rules, time limits, and eligibility criteria set by the organisation or authority you choose to contact.
Your Responsibilities When Making a Complaint
To help us resolve your complaint effectively, we ask that you:
1. Provide accurate, complete, and honest information about the events and your concerns.
2. Keep copies of any relevant documents and evidence relating to your removal service.
3. Communicate with our team in a respectful and constructive manner.
4. Respond to any reasonable requests for additional information within a reasonable time.
How We Use Complaints to Improve Our Service
Bayswater Movers reviews complaints regularly to identify patterns, recurring issues, and opportunities for improvement. We may use information from complaints to:
1. Update staff training and guidance.
2. Refine our packing, loading, transport, and delivery procedures.
3. Improve customer communication before, during, and after moves.
4. Review our terms, conditions, and customer information materials.
We value feedback from customers and see complaints as an important part of maintaining and improving the quality of our removal services.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information relating to your complaint will only be shared with those who need it in order to investigate and resolve the matter, or where we are required to share it by law. We handle all personal data in line with our data protection obligations.
Review of This Complaints Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, effective, and appropriate for the range of moving and removal services we provide. Updates may be made to reflect changes in law, regulation, industry standards, or our internal processes.
If you have any questions about this complaints procedure, you can contact us and request further clarification before, during, or after using our services.
