Complaints Procedure

Haringey Removals Complaints Procedure

Haringey Removals is committed to providing a reliable, professional removals service. If something goes wrong, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how to raise a concern, what information we need from you, how we will respond, and what you can do if you remain dissatisfied.

Purpose of this complaints procedure

The purpose of this procedure is to provide a fair, clear and accessible process for dealing with complaints about our household and commercial removals, packing, storage handling and related moving services. It applies to all customers who have used our services or have a confirmed booking with us.

What we define as a complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include issues such as service quality, conduct of our staff or contractors, damage or loss of items, delays or missed appointments, communication problems, or concerns about how your booking was handled.

Before making a formal complaint

Many issues can be resolved quickly and informally. If you are unhappy with any aspect of your move, please raise the matter with the team on site or with our office as soon as possible. We will try to resolve the problem straight away where we can. If you are not satisfied with the informal response, or the issue is more serious, you can make a formal complaint using the process below.

How to make a complaint

You can submit a complaint in writing. Written complaints help us to review your concerns thoroughly and keep an accurate record of what has been raised.

When making your complaint, please provide the following information so we can investigate effectively:

Your full name and any reference or invoice number linked to your move.

The date and location of the removal service.

A clear description of what happened, including times and names of any staff involved if known.

Details of any damage, loss or other impact on you.

Copies of any relevant documents, photographs or inventory notes.

What outcome you are seeking, for example an explanation, apology, remedial work or compensation.

Time limits for making a complaint

We recommend submitting your complaint as soon as possible while events are still fresh in everyone’s mind. For physical damage or loss of items, please refer to the terms and conditions provided at the time of booking, as these may specify time limits for notifying us of such issues. Where there is no specific time limit in our terms, complaints should be made within a reasonable period after the service has been delivered.

How we will acknowledge your complaint

Once we receive your complaint, we will record it and issue an acknowledgement. This acknowledgement will confirm that we have received your complaint and will outline the next steps in the process.

Investigating your complaint

Your complaint will be handled by a member of our management team who is not directly involved in the matter being raised wherever possible. The investigation may include:

Reviewing your booking details, correspondence and any relevant documents.

Taking statements from staff or contractors involved in your move.

Inspecting any photographs or evidence provided.

Checking our internal procedures and risk assessments where relevant.

We may contact you during the investigation if we need further information or clarification.

Our response and possible outcomes

After completing the investigation, we will provide a written response explaining:

Our understanding of your complaint.

The findings of our investigation.

Whether your complaint has been upheld in full, in part or not upheld.

Any actions we will take to put things right, which may include an apology, corrective work, service improvements, or consideration of compensation in line with our terms and conditions and any applicable insurance cover.

Timescales

We aim to respond to complaints as promptly as possible. The time required may vary depending on the complexity of the issues and the availability of information. If we are unable to provide a final response within a reasonable period, we will update you on progress and let you know when you can expect a full reply.

If you are not satisfied with our response

If you are unhappy with the outcome of your complaint, you may ask for it to be reviewed. A more senior member of the management team will reassess the investigation and response, and may contact you for further discussion. Following this review, we will write to you with our final position.

Where our services are covered by any external code of practice, trade association or alternative dispute resolution scheme, you may also have the option to escalate your complaint externally once our internal process is complete. Details of any such schemes, if applicable to your contract, will be provided in our terms and conditions or can be requested from us.

Complaints relating to damage or loss

Complaints about damage or loss to goods are handled in accordance with our terms and conditions and any relevant insurance policy that applies to your move. You may be asked to provide inventories, photographs, receipts or other evidence to support your claim. Any settlement will take into account the declared value of your goods, the coverage selected and any exclusions or limitations set out in your contract with us.

Confidentiality and data protection

All complaints are handled in confidence. Information will only be shared with those who need it in order to investigate and resolve your concerns. We will hold and process your personal data in accordance with our privacy policy and applicable data protection legislation.

Using complaints to improve our service

We record and monitor complaints to identify patterns and areas for improvement across our removals operations. This may include additional staff training, changes to procedures, updates to our communication methods, or adjustments to how we plan and deliver local and longer-distance moves. Your feedback, whether positive or negative, helps us maintain and improve standards for all customers.

Review of this procedure

Haringey Removals keeps this complaints procedure under regular review to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, legal requirements or industry good practice.