Complaints Procedure
Harringay Movers Complaints Procedure
Harringay Movers is committed to providing a reliable and professional removals service for homeowners, tenants and businesses. Occasionally, things may not go as planned. This complaints procedure explains how you can raise a concern about any aspect of our moving, packing, storage, or related services, and how we will work with you to resolve it in a fair and timely way.
Our Commitment to Fair Handling of Complaints
We take all complaints seriously. Every concern raised helps us improve our services and maintain high standards across our home and office moves. We aim to:
Listen carefully to what went wrong from your perspective, acknowledge any mistakes made, explain clearly what happened and why, put things right where we reasonably can, and learn from each complaint to prevent similar issues in future.
You will always be treated with courtesy and respect, and we expect the same from anyone contacting us.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you would like us to investigate and respond. This may relate to our removals or storage services, including booking and quotations, punctuality or conduct of our moving teams, handling, packing or transportation of your belongings, condition of items on delivery, invoicing, charges or payment issues, and communication before, during or after your move.
If you are unsure whether your concern is a complaint, please raise it with us. We will either resolve it informally on the spot, where possible, or guide you through this formal procedure.
Informal Resolution
Many issues can be resolved quickly by speaking with our office team or the supervisor responsible for your move. If you experience a problem on moving day or shortly afterwards, please contact us as soon as you are able to. Providing photos, inventory notes, or other information at this stage can help us address the matter more quickly.
If we can resolve the issue to your satisfaction immediately, we will confirm the agreed outcome with you. If not, or if you prefer a more formal approach, you can make a formal complaint under the process set out below.
How to Make a Formal Complaint
You can make a formal complaint in writing so that we can clearly understand the details of your concerns. When submitting a complaint, please include your full name, the address where the service was carried out, the date of your move or booking, a clear description of what went wrong, including relevant dates and times, details of any items affected, along with any supporting information such as photographs, inventories or correspondence, and how you would like us to resolve the issue where possible.
Clear and detailed information helps us carry out a thorough investigation and respond properly.
Time Limits for Complaints
For most service-related issues, we ask that you raise any complaint as soon as you reasonably can after becoming aware of the problem. Raising concerns promptly helps us investigate more effectively and increases the likelihood of a satisfactory outcome.
Where your complaint relates to loss or damage to items during removal or storage, please check the applicable time limits and conditions in your contract and any insurance terms, and notify us as quickly as possible.
What Happens After You Complain
Once we receive your complaint, we will acknowledge it and confirm that it is being reviewed. A member of our management or customer service team will be assigned to investigate. The investigation may involve reviewing booking and job records, speaking with the staff involved, checking any photographs or inventory reports, and considering any relevant contractual and insurance terms.
We aim to provide a full written response within a reasonable timeframe. If the matter is complex and we need more time, we will let you know and keep you updated on progress.
Our Response and Possible Outcomes
When our investigation is complete, we will explain our findings and the reasons for our decision. Where we conclude that we have made an error or not met our usual standards, we will consider appropriate remedies in line with our terms and conditions and any applicable insurance, which may include an apology and explanation, corrective action where practical, and financial redress where appropriate and supported by evidence and policy terms.
If we do not uphold your complaint, we will explain clearly how we reached that conclusion, referring to the information and documents we relied on.
If You Are Not Satisfied with the Outcome
If you remain unhappy after our formal response, you may ask us to review your complaint again. A different member of our management team will re-examine the matter where possible. Please explain which parts of our decision you disagree with and provide any additional information you feel is relevant.
We will then provide a final response, confirming our position and the reasons for it. This will conclude our internal complaints process.
Data Protection and Confidentiality
We will handle all complaints in line with our data protection obligations. Information about your complaint will only be shared with staff who need it to investigate and resolve the matter. We will store complaint records securely and for no longer than is necessary, in accordance with our retention policies and legal requirements.
Continuous Improvement
Every complaint is recorded and monitored so that we can identify trends and areas for improvement across our removals and storage services. Regular reviews of complaints help us improve staff training, develop better procedures for handling and transporting belongings, and enhance communication with customers before, during and after each move.
By following this complaints procedure, we aim to resolve individual concerns fairly while also continuously improving the quality and reliability of Harringay Movers for all customers.
