Haringey Removals Complaints Procedure

Haringey Removals is committed to delivering a professional and reliable removals and storage service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, what we will do in response, and the steps we take to resolve matters fairly and within reasonable timescales.

We treat all complaints seriously and use them as an opportunity to review and improve our moving and relocation services.

Purpose and scope

This procedure applies to all customers who use our services, including home removals, office moves, packing, storage and related services. It covers any expression of dissatisfaction about our service, whether justified or not, that requires a response.

The procedure is designed to ensure that complaints are handled in a transparent, timely and consistent way, and that you know what to expect at each stage.

What counts as a complaint

A complaint may arise from issues such as:

Delays to a booked move or collection, concerns about the conduct or attitude of our team members, problems with packing, loading or unloading, loss of or damage to items, billing or payment disputes, lack of communication before, during or after your move, or dissatisfaction with how a previous concern was handled.

If you are unsure whether your concern is a complaint, you are encouraged to raise it. We will advise you on the most appropriate way forward.

Raising an informal concern

We encourage you to raise problems as soon as possible, ideally on the day of your move or as soon as you become aware of an issue. Many concerns can be resolved quickly and informally by discussing them with the team leader on site or your usual office contact.

When raising an informal concern, please provide as much information as you can, including your name, service date, service address, a description of the issue and what outcome you are seeking. We will try to resolve the matter on the spot where possible, or within a reasonable timeframe if further checks are needed.

Making a formal complaint

If you feel that your concern has not been resolved informally, or if the matter is serious, you can make a formal complaint. Please submit your complaint in writing so that we have a clear record of your concerns and the details of your move.

In your written complaint, please include your full name and contact details, the date of your move or service, any relevant reference or booking number, a clear description of what went wrong, when it happened and who was involved, details of any loss or damage, including photographs where available, and what you consider to be a fair resolution.

Written complaints help us conduct a thorough investigation and ensure that we respond accurately and fairly.

Acknowledgement of your complaint

Once we receive your formal complaint, we will acknowledge it in writing within a reasonable period. The acknowledgement will confirm that we have received your complaint and will be investigating it, outline the main issues we understand you are raising, and provide an estimated timescale for our full response.

If we need further information or clarification to progress the investigation, we will contact you as soon as possible.

How we investigate complaints

All formal complaints are reviewed by a senior member of our team who was not directly involved in the original issue wherever possible. Our investigation may include reviewing booking details, confirmation and inventory documents, notes made by our crews or office staff, photographs or videos, vehicle logs and schedules, and communications related to your move.

We may also speak to the staff involved to understand what happened and assess whether our policies and procedures were followed correctly.

Timescales for response

We aim to provide a full written response to your complaint within a reasonable period from the date we acknowledge it. If the matter is complex, or if we are still waiting for additional information, we may need more time. In such cases, we will keep you informed and provide an updated timeframe.

Our response will set out our findings, any conclusions we have reached and, where appropriate, any remedy or corrective action we propose.

Possible outcomes and remedies

Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following: an explanation of what happened and, where applicable, an apology, corrective action to complete or improve the service, guidance on how to prevent a recurrence, or, where appropriate and in line with our terms and conditions, a financial remedy or contribution.

Any remedy offered will take into account the specific circumstances of your move, the evidence available and our contractual obligations.

If you remain dissatisfied

If you are not satisfied with our final response, you may request that your complaint is reviewed by a more senior manager, where available. This review will consider whether the original investigation was thorough and fair and whether the response was reasonable based on the information provided.

Where applicable, we will also draw your attention to any external options that may be available to you under the terms of your contract or through consumer protection channels.

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 resolving your complaint, managing our services and meeting any legal or regulatory obligations.

Details of your complaint will be shared only with those who need to know in order to investigate and respond. We retain complaint records for an appropriate period so we can identify patterns, learn from issues and improve our services.

Continuous improvement

Feedback from complaints is an important source of learning for Haringey Removals. We periodically review complaints to identify trends and areas where our removals and storage services, training, communication or policies can be improved.

By following this Complaints Procedure, we aim to resolve individual issues fairly and strengthen the quality and reliability of our services for all customers.