Complaints Procedure for Harringay Removal Company

We want every move we carry out to be organised, careful and well managed. However, we recognise that sometimes things may not go to plan. This Complaints Procedure explains how you can raise a concern about our removal services, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and timely process for dealing with any dissatisfaction about our services. It applies to all customers who use our removal services, whether for home moves, flat moves, or office relocations, and covers the full service area we operate in.

We use all feedback and complaints to review our performance and improve how we plan, handle and complete removals in and around Harringay.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are seeking a response or resolution. Examples can include:

Issues with the booking or quotation process for your move.

Concerns about the conduct, punctuality or behaviour of our removal team.

Problems related to packing, loading, transit or unloading of your belongings.

Damage to property or possessions that you believe occurred during your move with us.

Concerns about how we handled an earlier query or issue.

You do not need to use any special wording to register a complaint. If you tell us you are unhappy and want us to look into something, we will treat this as a complaint.

How to Make a Complaint

You can raise a complaint in writing or verbally. We encourage written complaints wherever possible, as this helps us keep an accurate record of what has happened. When submitting a complaint, please include the following where you can:

Your full name and the address involved in the removal.

The date of your move and any booking or reference numbers you have.

A clear description of what went wrong or why you are unhappy.

Any details of conversations already had with members of our team.

What outcome or resolution you are seeking, if you have one in mind.

If you make a complaint by phone or in person, we may ask you to confirm the main points in writing so we can make sure we have understood the details correctly.

Time Limits for Raising a Complaint

We recommend that you contact us as soon as possible after the event you are unhappy about. For complaints involving potential loss or damage to goods, please raise your concern as soon as you become aware of the issue. Prompt notification helps us to investigate fully and fairly.

Our Complaints Handling Stages

We aim to deal with all complaints quickly and fairly. Our procedure is set out in stages so you know what to expect.

Stage 1: Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it. Where possible this acknowledgement will confirm who will be handling your case and may ask for any extra information needed to understand the matter fully. We will also explain the next steps and expected timeframes.

Stage 2: Investigation

A manager or suitably senior member of our team will review your complaint. This may include:

Checking your booking and service records.

Speaking with the removal team members who attended your move.

Reviewing any photos, notes or other evidence you provide.

Assessing the circumstances of your move, including access, packing and handling arrangements.

We may contact you during this stage if we require further details or clarification in order to complete a fair assessment.

Stage 3: Response and Proposed Resolution

After our investigation is complete, we will provide you with a written response setting out:

A summary of your complaint.

The steps we took to investigate the matter.

Our findings and conclusions.

Any offer of remedy, explanation, apology or other action we propose to take.

We aim to give a clear and understandable explanation, even if we are not able to agree with every point raised.

Stage 4: Escalation if You Remain Unhappy

If you feel that your complaint has not been resolved to your satisfaction at Stage 3, you may ask for it to be reviewed at a higher level within the company. In doing so, please explain why you are unhappy with the outcome and what you would like us to reconsider.

A more senior manager who was not involved in the original investigation will review the case, the evidence and the outcome. They may uphold our original decision, change it in part, or propose a different outcome. You will receive a final written response following this review.

Possible Outcomes and Remedies

Our response to a complaint will depend on the circumstances and the results of our investigation. Possible outcomes may include:

A full or partial apology and explanation.

Practical steps to put things right where reasonably possible.

A gesture of goodwill or other form of resolution where appropriate.

In some cases, we may conclude that we acted reasonably in line with our terms and conditions and industry standards. In such situations, we will explain why we have reached this view.

Fairness, Confidentiality and Record Keeping

We aim to handle every complaint fairly, consistently and without discrimination. All complaints are treated in confidence and information is only shared internally with staff who need to know in order to investigate and respond.

We keep records of complaints and outcomes so that we can review patterns, identify recurring issues and continuously improve how we plan and carry out removal services for customers in our operating area.

Using This Procedure

This Complaints Procedure is designed to be straightforward and accessible. You may ask a family member, friend or representative to help you raise a complaint if needed. If there is anything in this procedure that you do not understand, or if you need assistance in setting out your concerns, please let us know and we will do what we reasonably can to assist.

By clearly setting out how we handle complaints, we aim to give you confidence in the quality of our removal services and reassurance that any concerns you have will be taken seriously and managed professionally.