Complaints Procedure
Complaints Procedure for Removals Harringay Customers
This complaints procedure explains how Removals Harringay will handle any concern or complaint about our removal, packing, storage, or related services. Our aim is to resolve issues fairly, quickly, and transparently, and to use all feedback to improve our services across the local area.
Our Commitment to You
Removals Harringay is committed to providing a reliable and professional removals service for households, tenants, and businesses. If something goes wrong, we want to know. We will treat every complaint seriously, with respect and without discrimination. You will not be charged for making a complaint, and raising a concern will not prejudice any ongoing or future service you receive from us.
What This Complaints Procedure Covers
This procedure covers complaints about our removal and associated services, including but not limited to domestic moves, office relocations, packing and unpacking, loading and unloading, short or long term storage, punctuality and conduct of our staff, customer service before, during, or after your move, and the accuracy and clarity of information we have provided. It does not cover disputes with third parties that are outside our control or matters that are already the subject of legal proceedings.
Raising a Complaint
You can raise a complaint verbally or in writing. While we will always try to help if you contact us informally, we recommend that you set out your complaint in writing whenever possible. This allows us to understand the issue clearly and to keep a full record of our communication with you.
When you make a complaint, please provide your full name, your service address and, where applicable, the address you moved from and to, the date of your move or the date the issue occurred, a clear description of what went wrong, including times and the names of any staff members involved if known, details of any loss or damage, with photographs if available, and what you would consider a reasonable resolution. The more detail you can provide at the outset, the easier it will be for us to investigate and resolve your complaint.
Stage One: Initial Review and Response
At the first stage, your complaint will usually be handled by the member of our team best placed to address the issue, such as a customer service representative or the manager responsible for your move. We will acknowledge your complaint as soon as reasonably practicable. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps and timescales for our investigation.
During stage one, we may contact you to request further information, clarify details, or arrange to inspect any damage where appropriate. We aim to provide a full written response within a reasonable time frame, typically within ten working days of receiving all the necessary information. If we are unable to respond in this time, we will let you know, explain why, and provide a revised timescale.
Stage Two: Escalation and Formal Investigation
If you are not satisfied with the outcome at stage one, you can ask for your complaint to be escalated. At this stage, your complaint will be reviewed by a more senior member of the Removals Harringay team who was not directly responsible for handling the matter at stage one wherever possible. They will review all the information already gathered, any further evidence you provide, and the actions taken so far.
The stage two reviewer may contact you to discuss your complaint in more detail. Following this investigation, you will receive a written response setting out our final position, any offer of remedy or redress where appropriate, and the reasons for our decision. We aim to complete stage two as promptly as we reasonably can, and we will keep you informed if extra time is needed for complex matters.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the outcome of our investigation, remedies may include an explanation or apology, corrective action, such as re attending to complete or rectify work, practical steps to prevent the issue recurring, and where appropriate, consideration of compensation in line with our terms and conditions and any applicable insurance arrangements.
Any offer of remedy will take into account the circumstances of your move, the evidence available, the extent of any loss or inconvenience, and the contractual limits set out in the agreement between you and Removals Harringay.
Your Responsibilities When Making a Complaint
To help us resolve your complaint efficiently, you agree to provide accurate and honest information to the best of your knowledge, raise your concerns as soon as you reasonably can after the issue arises, cooperate with our investigation, including responding to requests for further information, preserve relevant evidence such as photographs of any damage, and treat our staff with courtesy and respect throughout the process.
Data Protection and Confidentiality
All complaints will be handled in line with relevant data protection principles. The information you provide will be used only for the purposes of investigating and resolving your complaint, reviewing our performance, and meeting any legal or regulatory obligations. We will keep records of your complaint and our correspondence for an appropriate period, after which they will be securely deleted or anonymised.
Learning From Complaints
Removals Harringay views complaints as an important source of feedback. We regularly review the nature and frequency of complaints received, identify any trends or recurring issues, and update our staff training, operating procedures, and quality controls to minimise the risk of similar problems affecting future customers in the local area.
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. The version available on our website will always be the most current, and it will apply to any complaint raised on or after the date shown there.
If you have any questions about this complaints procedure or would like guidance on how to submit a complaint, please contact our customer service team using the usual contact details provided on our site or in your booking documentation.
