Complaints Procedure
Haringey Movers Complaints Procedure
Haringey Movers is committed to providing a professional and reliable removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our moving and storage services, how we will respond, and what you can expect from us at each stage.
Our commitment to resolving complaints
We treat all complaints seriously and use them as an opportunity to improve our house and office removals services. Our aims are to:
Respond promptly and courteously to all complaints.
Investigate what happened in a fair and unbiased way.
Explain our findings clearly and honestly.
Where appropriate, put things right and learn from the outcome.
We will always handle your personal information in line with our privacy practices and only share details internally where necessary to investigate your complaint.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, whether reasonable or not, that requires a response from us. This can include concerns about:
The standard or quality of a removals service.
Damage to property or belongings during a move.
Conduct, attitude or professionalism of our staff or contractors.
Delays, missed appointments or scheduling issues.
Communication before, during or after a move.
Charges, bills or the clarity of our quotations and invoices.
You do not need to use any specific wording to make a complaint. If you tell us you are unhappy and want us to look into something, we will treat it as a complaint.
How to make a complaint
You can raise a complaint with Haringey Movers in writing or verbally. So that we can handle your concerns efficiently, please provide as much detail as possible, including:
Your full name and the address involved in the move.
The date of your move or the planned service date.
A clear description of what went wrong and when it happened.
Details of any damage, loss or inconvenience experienced.
Any reference, booking or invoice number you may have.
What outcome you are seeking, for example an explanation, apology, or review of charges.
If you raise your complaint verbally during or immediately after a move, the team on site will do their best to resolve it there and then. If it cannot be resolved immediately, they will pass the details to our office so that it can be logged and investigated formally.
Stage one: Initial review and acknowledgement
Once we receive your complaint, we will record it in our internal system and assign it to an appropriate person to review. We aim to acknowledge all complaints within a reasonable timeframe, confirming that we have received your concern and explaining the next steps in the process.
In our acknowledgement, we may ask you for additional information or evidence, such as photographs of any alleged damage, copies of paperwork, or clarification of events. Providing this information promptly will help us investigate more effectively.
Stage two: Investigation and response
Your complaint will be investigated by a member of our management team or another suitably senior person who was not directly involved in the original issue wherever possible. The investigation may involve:
Reviewing your original quote, booking details and any relevant terms issued.
Speaking with the removals crew and any other staff involved.
Examining delivery notes, job sheets, inventory records and any incident reports.
Reviewing photographs, videos or other evidence supplied.
We will aim to provide you with a full written response within a reasonable period, taking into account the complexity of the case. Some complaints, especially those involving possible loss or damage to items, may require more detailed checks. If we need more time, we will explain why and give you an updated timescale.
Our written response will normally include:
A summary of your complaint and the issues we have considered.
What we have found during our investigation.
Any apology where things have gone wrong.
Details of any corrective action, remedy or offer we consider appropriate.
Information on what you can do if you are not satisfied with the outcome.
Possible outcomes
Depending on the circumstances, we may offer one or more of the following outcomes:
An explanation of what happened and why.
An apology where we have fallen short of our standards.
Corrective action, such as staff training or procedural changes.
A review of charges, refunds or partial refunds where appropriate and in line with our terms.
Advice on how to make a claim under any applicable insurance, where relevant.
All remedies are assessed on a case by case basis and will take into account the terms agreed with you at the time of booking, including any limitations and exclusions.
If you remain dissatisfied
If you are unhappy with our stage two response, you can ask for your complaint to be reviewed again. When requesting a further review, please explain which parts of our response you disagree with and why, and provide any additional information you feel is relevant.
We will arrange for a senior member of our team, who has not previously handled your complaint, to consider your concerns wherever practicable. They will review the original investigation, any new information, and the outcome offered, before issuing a final response.
Time limits and records
We encourage you to raise any complaint as soon as possible after the event so that we can investigate while the details are still fresh and records are more easily accessible. However, we will always try to assist where an issue is raised later, subject to the availability of information and any applicable contractual or legal time limits.
We keep records of complaints and their outcomes so that we can monitor performance, identify trends and improve our removals and related services. These records are held securely and only accessed for legitimate business purposes.
Continuous improvement
Haringey Movers is committed to continually improving the quality, reliability and safety of our moving services. Feedback and complaints are key sources of information for us. We review complaints data periodically to identify recurring issues, adjust our training, and refine our procedures so that we can minimise the risk of similar problems occurring in the future.
This Complaints Procedure is reviewed from time to time to ensure it remains clear, effective and appropriate for the services we provide.
