Harringay Removals Complaints Procedure

Harringay Removals is committed to providing a reliable and professional removals service for residential and commercial customers. We aim to handle your belongings with care and to deliver a smooth moving experience. If something does not meet your expectations, we want to know about it so we can put things right, learn from the issue, and improve our services.

This complaints procedure explains how you can raise a concern, what information we need from you, how we will respond, and what you can do if you remain dissatisfied with the outcome.

Our Commitment to Handling Complaints

We treat all complaints seriously and handle them in a fair, transparent, and timely way. Our key commitments are to:

Listen carefully to your concerns and treat you with respect at all times.

Acknowledge any mistakes we may have made and take reasonable steps to correct them where possible.

Keep you informed about the progress of your complaint and any investigation we carry out.

Use the feedback from complaints to improve our removal and storage services across our operating areas.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, our team, or the way we have handled your move, whether you tell us verbally or in writing. Common examples include:

Concerns about how your belongings were handled or protected during packing or transport.

Issues with timings, delays, or the way your removal date was managed.

Disagreements about charges, quoted prices, or changes to agreed services.

Conduct or behaviour of our staff while carrying out your move.

Problems with communication before, during, or after your removal.

We encourage you to raise any issue, even if you are unsure whether it is a formal complaint. Our team will guide you on the best way to proceed.

How to Make a Complaint

You can make a complaint verbally or in writing. We generally recommend submitting your concerns in writing so that there is a clear record of the issues you are raising and the dates involved.

When making a complaint, please provide as much detail as you can, including:

Your full name and the address where the removal took place.

The date of your move and any relevant reference or booking number you have been given.

A clear description of what went wrong and when it happened.

Names or descriptions of any staff members involved, if known.

Details of any damage, loss, or inconvenience you believe has occurred.

Any evidence that may help us investigate, such as photographs, inventories, or written notes.

What outcome you are seeking, for example an explanation, an apology, or a review of charges.

Time Limits for Raising Complaints

To help us investigate effectively, we ask that you notify us of any concerns as soon as reasonably possible after your move. In particular, if you believe items have been damaged or lost, you should tell us promptly so we can review the circumstances while they are still fresh and, where necessary, check vehicle records, inventories, and schedules.

Our Complaint Handling Stages

Stage 1: Initial Acknowledgement

Once we receive your complaint, we will record it in our system and arrange for it to be reviewed by an appropriate member of our management team. We will acknowledge your complaint and, where appropriate, may contact you to clarify details or request further information.

Stage 2: Investigation

A manager will review the information you have provided along with any relevant documentation, such as your quotation, terms and conditions, inventory lists, photographs, and staff reports. We may also speak with team members who were involved in your move.

Our aim is to understand what happened, whether our service fell short of our usual standards, and what steps, if any, are appropriate to address the situation.

Stage 3: Response and Outcome

After the investigation is complete, we will provide you with a written response setting out:

A summary of your complaint and the issues you raised.

The findings of our investigation.

Any actions we propose to take, which may include an explanation, apology, corrective work, or other reasonable remedy where applicable.

If we decide that no further action is appropriate, we will explain the reasons for that decision.

If You Are Still Unhappy

If you are not satisfied with the outcome of our investigation, you may ask for your complaint to be reviewed again. In doing so, please explain why you remain unhappy and whether you have any additional information that you would like us to consider.

We will arrange for a more senior member of staff, who was not directly involved in the original handling of your complaint, to review the case where possible. They will examine:

Whether the original investigation was carried out fairly and thoroughly.

Whether our decision and proposed actions were reasonable in the circumstances.

Whether any new information alters the outcome.

We will then provide you with a final written response setting out our conclusions and any further steps we can reasonably take.

Complaints Involving Loss or Damage

If your complaint relates to alleged loss or damage to your possessions, we will follow the relevant terms and conditions that applied to your move, including any limits or exclusions of liability. You may be asked to provide evidence of the damage, proof of value, and any supporting documentation such as photographs or receipts.

We will review this information carefully along with our records to determine whether the damage or loss is likely to have occurred while items were in our care. Where appropriate, we will discuss possible remedies with you in line with our contractual obligations.

Using Complaints to Improve Our Service

Every complaint gives us an opportunity to improve. We regularly review the issues raised by customers across our service area to identify patterns, training needs, and changes that could make our removal processes safer, more efficient, and more transparent.

By sharing your concerns with us, you help us to maintain and improve the standards of service that customers expect when trusting us with their move.

Keeping Records and Confidentiality

We keep a record of all complaints and outcomes to help us monitor performance and ensure consistency. Information related to your complaint is treated as confidential and is only shared with staff who need it to investigate or resolve the matter. We handle your personal data in accordance with our privacy practices and applicable data protection requirements.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice in the removals industry. Any updated version will apply to complaints raised after the date of publication.

We encourage you to keep a copy of this procedure for reference throughout your move so that you know how to contact us and what to expect if you ever need to raise a concern.