Bow Removals Complaints Procedure

Bow Removals is committed to providing a reliable and professional removals service for homes and businesses. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage of the process.

Our Commitment to You

We aim to resolve any concerns quickly, fairly and transparently. All complaints are treated seriously and handled in confidence. Our goals are to understand what has gone wrong, put matters right where possible, and use your feedback to prevent similar issues in future moves.

This procedure applies to all customers who have used Bow Removals for domestic or commercial moves, packing services, storage handling, or related removal services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include concerns about the quality of our work on moving day, conduct or behaviour of our staff, damage to property or belongings, delays or missed appointments, administration errors such as paperwork or charges, or how we have handled a previous query or concern.

If something is not right, we encourage you to tell us as soon as possible so that we have the opportunity to address the issue promptly.

Raising a Concern Informally

In many cases, issues can be resolved quickly and informally. If you experience a problem before, during or immediately after your move, please speak to the team leader on site or your usual office contact. They will do their best to deal with the matter straight away, such as clarifying arrangements, adjusting how work is carried out, or noting and agreeing next steps to address any damage or delay.

If an informal conversation does not resolve your concern, or if you prefer not to raise it informally, you can submit a formal complaint following the steps below.

How to Make a Formal Complaint

Please submit your complaint in writing so we can keep a clear record of the details. When you contact us, include the following information where possible: your full name and address, the date of your move or the booking reference, a clear description of what went wrong and when it happened, details of any conversations you have already had with our staff, any supporting information such as photographs of damage or copies of paperwork, and what outcome you are seeking, for example an explanation, an apology, a remedial visit, or consideration of compensation.

Written complaints can be sent to our office marked for the attention of the complaints handler. If you need help to make your complaint in writing, we will assist you where reasonably possible.

How We Handle Your Complaint

When we receive your complaint, we will acknowledge it within a reasonable period. In this acknowledgement we will confirm that we have received your complaint and outline the next steps in our investigation. We may contact you for further information or clarification so that we fully understand your concerns.

An appropriate member of the team, who has not been directly involved in the original issue wherever practicable, will investigate your complaint. This may include reviewing your booking details and removal paperwork, speaking with the crew or staff involved, reviewing photographs, inventory lists or damage records, and considering our service standards and contractual obligations.

We aim to provide a full written response to your complaint within a reasonable, stated timeframe. If we are unable to respond within this period, for example because we are awaiting information, we will let you know and give you an updated timescale.

Our Response and Possible Outcomes

When our investigation is complete, we will send you a written response explaining our findings, whether your complaint is upheld in full, in part, or not upheld, what actions we will take to put things right where appropriate, and any steps we will take to reduce the risk of similar issues in future moves.

Depending on the nature of the complaint, outcomes may include an apology and explanation, practical steps to remedy the issue where possible, review or correction of records or documentation, and where justified, consideration of compensation in line with our terms and conditions and any relevant insurance policies.

If You Remain Dissatisfied

If you are unhappy with our final response, you may ask for your complaint to be reviewed by a senior member of staff. They will look again at your concerns, the way we handled the complaint, and whether our decision and outcome are reasonable in light of the evidence available.

We will then provide a further written response setting out the result of this review. This will normally be the final stage of our internal complaints procedure.

Timescales for Making a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as possible and within a reasonable period after the issue arises. For physical damage to property or belongings associated with a move, we recommend that you notify us promptly once you become aware of the problem so that we can inspect or request photographs while the evidence is still clear.

Using Complaints to Improve Our Service

All complaints are recorded and monitored by Bow Removals. We regularly review complaint trends to identify areas where we can improve, such as staff training, vehicle planning, packing standards, communication before and after moving day, and the way we coordinate moves across our service area.

Your feedback helps us maintain and improve the quality of our removal services, and we are grateful to customers who take the time to tell us when something has not gone as expected.

Confidentiality and Data Protection

We handle all complaints in line with our data protection obligations. Information about your complaint will only be shared with staff who need it to investigate and respond. Complaint records are retained securely for an appropriate period and used solely for handling your case and improving our services.

If you have any questions about this complaints procedure or require it in an alternative format, please contact our office and we will do our best to assist you.