Complaints Procedure
Bow Movers Complaints Procedure
Bow Movers is committed to delivering a professional removals service and resolving any concerns quickly and fairly. This complaints procedure explains how you can raise a complaint, how we will handle it, and the possible outcomes. It applies to all customers using our moving, packing, and related services.
Our Commitment To You
We aim to provide a smooth, reliable moving experience. If things do not go as planned, we want to know about it so we can put matters right where possible and improve our services. We will always treat your complaint seriously, listen carefully to what you tell us, and keep you informed throughout the process.
We are committed to:
Responding promptly to all complaints
Investigating issues thoroughly and impartially
Communicating clearly and respectfully
Offering fair outcomes where we are at fault
Using feedback to prevent similar issues in future
What This Procedure Covers
This procedure covers complaints about the services provided by Bow Movers, including but not limited to:
House and flat removals
Office and commercial moves
Packing and unpacking services
Loading, unloading, and transportation
Handling of goods, including damage or loss
Punctuality, conduct, or behaviour of our staff
Administration, quotations, and booking processes
This procedure does not cover disputes relating to services provided by third parties arranged independently of Bow Movers.
Raising A Complaint
If you are unhappy with any aspect of our removals service, we encourage you to raise your concerns as soon as possible. In many cases, problems can be resolved quickly by speaking with a member of our team on the day of your move.
If the issue is not resolved to your satisfaction, or if you prefer a more formal approach, you can raise a formal complaint in writing. Please include the following information so we can investigate efficiently:
Your full name and address
The date of your move and your job reference if known
A clear description of what happened
When and where the issue occurred
Any relevant supporting information, such as photos or inventory details
What outcome you are seeking, where applicable
Time Limits For Complaints
To help us investigate effectively, we ask that you raise your complaint within a reasonable time. For most issues, this means contacting us within 14 days of the date of your move or the date you became aware of the problem. For claims involving loss or damage to goods, you should notify us as soon as possible so we can review the circumstances while details are still clear.
Acknowledgement Of Your Complaint
Once we receive your formal complaint, we will acknowledge it in writing. We aim to do this within five working days. The acknowledgement will confirm that we have received your complaint and explain the next steps, including the expected time frame for a full response.
How We Investigate Complaints
Your complaint will be reviewed by a senior member of the team who was not directly involved in the issue whenever possible. Our investigation may include:
Reviewing your booking details and any written communication
Checking job sheets, inventory lists, and photos where available
Speaking with the crew members and staff involved
Considering our internal policies and terms of service
We aim to complete our investigation and provide a full written response within 28 days of acknowledging your complaint. If we need more time due to complexity or the need to gather additional information, we will let you know and provide an updated timescale.
Our Response And Possible Outcomes
After our investigation, we will provide you with a clear written response setting out:
What we understand your complaint to be
The steps we have taken to investigate
Our findings and decision
Any offer of remedy or explanation
Depending on the nature of the complaint, possible outcomes may include:
An apology and explanation
Confirmation of actions taken to prevent a recurrence
A gesture of goodwill
Compensation or contribution towards costs, where appropriate and in line with our terms
Confirmation that no fault was found, with reasons
If You Are Unhappy With The Outcome
If you remain dissatisfied after receiving our final response, you may ask for your complaint to be reviewed again by a more senior manager, if one was not already involved. You should set out why you disagree with the outcome and provide any further information you wish us to consider.
We will then review the case and provide a final position. This internal review is intended to ensure that your complaint has been considered fully and fairly in line with this procedure and any applicable terms.
Complaints Involving Damage Or Loss
For issues relating to damage or loss of items during a move, we may request supporting evidence to help us assess the situation. This may include photographs, purchase information, or confirmation of the condition of items before the move.
Any settlement for damage or loss will be subject to our terms and conditions and any applicable limits of liability. We will explain clearly how any decision has been reached and what factors were taken into account.
Data Protection And Confidentiality
All complaints are handled in line with our data protection responsibilities. Information you provide will be used only for the purpose of investigating and responding to your complaint, and for improving our services. Details will be shared internally only with those who need to be involved in the investigation and resolution process.
Continuous Improvement
We review complaints regularly to identify patterns, training needs, and opportunities to improve our removals services. Your feedback, whether positive or negative, helps us refine our processes, support our team, and deliver a better experience for future customers.
By following this complaints procedure, Bow Movers aims to ensure that all concerns are treated fairly, consistently, and with the seriousness they deserve.
