Complaints Policy of Bennetts Removals

Bennetts Removals views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
To make sure everyone at Bennetts Removals knows what to do if a complaint is received
To make sure all complaints are investigated fairly and in a timely way
To make sure that complaints are, wherever possible, resolved and that relationships are repaired
To gather information which helps us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Bennetts Removals.

Where Complaints Come From

Complaints may come from any Bennetts Removals customer or those directly affected by the work being carried out or previously carried out by Bennetts Removals.

A complaint can be received verbally, by phone, by email or in writing, however as the likelihood that the majority of any complaints received will involve concerns over contracted works, on-going or completed, we will in these instances ask for photographic (digital or traditional) evidence to accompany the complaint, this would be to enable Bennetts Removals to more rapidly assess and action any necessary remedy.

This policy does not cover complaints from staff, who should use Bennetts Removals' Discipline and Grievance policies.