Bishopsgate Removals Complaints Procedure

At Bishopsgate Removals, we are committed to providing a reliable, professional removals and storage service. We recognise that, despite our best efforts, things can occasionally go wrong. When this happens, we want to hear from you so we can address your concerns quickly, fairly and transparently, and use your feedback to improve our services.

Purpose of This Complaints Procedure

This complaints procedure explains how you can raise a concern about any aspect of our services, including home removals, office moves, packing, storage or related activities. It also sets out how we will handle your complaint, the timescales we aim to meet, and what you can expect from us at each stage.

What Is a Complaint

A complaint is any expression of dissatisfaction about the standard of service you have received from Bishopsgate Removals, whether that relates to:

Service delivery before, during or after a move, conduct or behaviour of our staff or contractors, damage to property or belongings, delays, missed appointments or communication issues, or administrative errors such as paperwork, documentation or invoicing.

You do not need to use any specific language for your concern to be treated as a complaint. If you tell us you are unhappy and want us to review the situation, we will treat it as a complaint and follow this procedure.

How to Make a Complaint

You can make a complaint in writing or by speaking with us. While we will accept complaints in any reasonable format, we encourage you to put your complaint in writing wherever possible so that we have a clear record of your concerns and the outcomes you are seeking.

Please include the following information to help us investigate efficiently:

Your full name and contact details, details of the move or service, including dates and locations, a clear description of what went wrong and when, the names of any staff members involved, if known, details of any damage, loss or additional costs, and what outcome you would consider a fair resolution.

Initial Resolution

In the first instance, you should raise your concern with the team member or move coordinator you have been dealing with. In many cases, issues can be resolved quickly at this stage through clarification, an apology, corrective action, or an agreed practical solution.

If you are not satisfied with the response, or if you feel it is not appropriate to raise the matter informally, you may escalate your complaint in line with the formal process set out below.

Formal Complaints Process

Once we receive your formal complaint, we will handle it in the following stages:

Stage 1: Acknowledgement

We will acknowledge your complaint in writing within a reasonable timeframe. The acknowledgement will confirm that we have received your complaint, provide a reference if applicable, and advise you of the next steps and expected timescales.

Stage 2: Investigation

Your complaint will be assigned to a manager who has not been directly involved in the matter wherever possible. The manager will review any documentation, speak to relevant staff, inspect records relating to your move or storage, and, if required, request further information or evidence from you to clarify points.

We aim to complete our investigation and provide a full response within a reasonable time. If, for any reason, we are unable to respond within that timescale, we will inform you and let you know when you can expect a final reply.

Stage 3: Response and Outcome

Once our investigation is complete, we will send you a written response setting out our findings, whether your complaint is upheld in full, in part or not upheld, any explanation or clarification we can provide, and any actions we propose to take to resolve the matter.

Depending on the circumstances, possible outcomes may include an apology or explanation, corrective action to complete or improve the service, repair or replacement where appropriate, or a financial settlement in line with our terms and conditions and any applicable insurance or liability limits.

If You Remain Dissatisfied

If you are not satisfied with the outcome of the investigation at Stage 3, you may request a review. Your request should explain why you remain dissatisfied and what additional outcome you are seeking. A senior member of the team will review the complaint, the investigation, and the proposed resolution. After this review, we will provide you with our final position in writing.

Time Limits for Making a Complaint

We encourage customers to raise any concerns as soon as possible, ideally within a short time of the service taking place. This allows us to investigate while events are recent and accurate information is readily available. Some types of claim, particularly those involving loss or damage, may be subject to specific time limits under our terms and conditions or any associated insurance arrangements. We will draw your attention to any such limits where relevant.

Fairness, Confidentiality and Data

All complaints are handled fairly, impartially and with respect. Making a complaint will not affect the level of service you receive from us in the future. We will treat information you provide in connection with a complaint as confidential and will only share it where necessary to investigate and respond to the issue, or where required by law. Any personal data will be handled in line with our data protection practices.

Using Complaints to Improve Our Service

Complaints are an important source of feedback for Bishopsgate Removals. We regularly review complaints to identify patterns, training needs and opportunities to improve our procedures, customer communication and the way we deliver removals and storage services. Our aim is not only to resolve individual complaints but also to reduce the likelihood of similar issues occurring in the future.

Alternative Dispute Resolution

In some cases, if a complaint cannot be resolved directly between us, you may have the option to refer the matter to an alternative dispute resolution scheme or other external body, depending on the nature of the issue and any trade associations relevant to our services. If such an option is available, we will provide you with more information as part of our final response.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes, regulatory requirements or industry best practice. The version published on our website will always be the most current and will apply to any new complaints made from the date of publication.