Complaints Procedure
Complaints Procedure for Removals Haringey Customers
This complaints procedure explains how customers of Removals Haringey can raise concerns about our removal and related services, and how we will respond. Our aim is to resolve issues fairly, consistently and as quickly as possible, while using feedback to improve the quality of our moves and customer care.
Purpose and Scope
This procedure applies to all customers who have used, or have booked, our removal or associated services. A complaint is any expression of dissatisfaction about our service, staff, vehicles, conduct, communication, or the way a previous concern has been handled, where a response or resolution is expected.
We welcome complaints because they help us identify where our processes, including packing, loading, transport, storage, and scheduling, can be improved. We will always treat complaints seriously and with respect.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps us understand all the details clearly. When submitting a complaint, please provide:
The name on the booking or contract
The service date and collection and delivery addresses
A clear description of what went wrong and when it happened
Any relevant supporting information, such as inventory lists, photographs or correspondence
Your preferred outcome or how you would like us to put things right
If you raise a concern with any member of our team on moving day or during survey or booking stages, they will record it and ensure it is passed to the appropriate person for investigation.
Time Limits for Making a Complaint
You should raise your complaint as soon as reasonably possible. If your complaint relates to damage or loss, please tell us as soon as you notice the issue, so that we can investigate effectively. If your complaint concerns punctuality, behaviour, or the standard of service on the day of the move, please report this within a reasonable period after the service has taken place.
Our Commitment to Fair Handling
All complaints are handled in line with the following principles:
We treat every complainant with courtesy and respect.
We aim to be impartial and objective, considering both the customer account and staff account where relevant.
We investigate thoroughly using available records, such as booking details, job sheets, driver notes and inventories.
We respond in clear, plain language, explaining our findings and the reasons for our decisions.
Complaints Handling Stages
Stage 1: Initial Review
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will log the complaint, review the information provided, and check any relevant documentation related to your move or service.
An appropriate member of our team will be assigned to handle your case. This may be a customer service representative, an office manager, or another senior colleague who was not directly involved in the issue wherever possible.
Stage 2: Investigation
We will then investigate your complaint. This may include:
Reviewing your booking records and correspondence
Checking inventory lists, condition reports or photographs
Speaking with crew members and staff involved
Reviewing any GPS, time logs or scheduling records where relevant
During this stage, we may contact you to clarify details or request further information. Our goal is to build a clear understanding of what happened and why.
Stage 3: Response and Outcome
Following our investigation, we will provide a written or verbal response setting out:
Our understanding of your complaint
The steps we have taken to investigate
Our findings and any contributing factors identified
Any apology where appropriate
Any proposed resolution or remedial action
Possible outcomes may include an explanation, an apology, corrective action, a service improvement, or other appropriate forms of redress, depending on the nature and circumstances of the complaint.
Stage 4: Further Review
If you are not satisfied with the outcome at Stage 3, you may request a further review. In that case, a senior member of our team, who was not involved in the original investigation where possible, will reassess your complaint and the response already given.
The reviewer will consider whether the procedure was followed correctly, whether the investigation was fair and thorough, and whether the outcome was reasonable in light of the evidence. They may uphold the original decision, change it, or suggest an alternative resolution.
Confidentiality and Data Protection
All complaints are handled in confidence. Information relating to your complaint will be shared only with those who need to know in order to investigate and respond. We will manage your personal data in line with applicable data protection requirements, retaining complaint records only for as long as necessary for legal, insurance and internal review purposes.
Recording and Learning from Complaints
We keep records of complaints, how they were resolved, and any actions taken. We use this information to review trends and identify areas where our removal services, staff training, communication, and customer support can be improved.
By continually reviewing feedback, we aim to maintain and enhance the reliability, care and professionalism of our moving services across our service area.
Reasonable Behaviour
We understand that moving can be stressful and that dissatisfaction can be upsetting. Our staff will always aim to treat customers with patience and courtesy. In return, we expect customers to communicate their concerns respectfully. We may decide to limit or manage contact with anyone whose behaviour is abusive, threatening, or persistently unreasonable, while still ensuring their complaint is considered fairly.
Review of This Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective, and continues to reflect our commitment to high standards in removal services and customer care.
