Complaints Procedure
Removals Highbury Complaints Procedure
Removals Highbury is committed to providing a reliable and professional removals service for customers across our operating area. We aim to resolve any concerns quickly and fairly, and we use all feedback to improve our services. This complaints procedure explains how you can raise an issue, what you can expect from us, and how we will keep you informed at every stage.
Our Commitment to Handling Complaints
We take all complaints seriously and treat them as an opportunity to review and improve our removal and relocation services. Whether your concern relates to a local move, a longer distance removal, packing, storage, or our customer service, we will:
Listen carefully to your concerns and treat you with respect and courtesy.
Acknowledge your complaint and confirm the next steps.
Investigate the matter thoroughly and objectively.
Provide a clear and timely response, including any proposed resolution.
Keep a record of your complaint and any actions taken.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, or contractors, whether justified or not. Examples include:
Concerns about punctuality, handling of belongings or quality of packing.
Issues with communication before, during or after your move.
Disputes over charges, quotations or changes to the agreed service.
Concerns about the behaviour or conduct of our staff or representatives.
Problems with storage arrangements or delivery of stored goods.
How to Make a Complaint
You can make a complaint in writing or by speaking to us. We recommend putting your complaint in writing where possible, as this helps us to keep a clear record and respond more effectively. When raising a complaint, please provide the following information:
Your full name and address.
The date of your removal service or booking.
Any reference number or quotation number, if available.
A clear description of what went wrong and when it happened.
Details of any damage, loss or inconvenience you have experienced.
Any supporting information that may assist our investigation.
If you prefer to raise your concern informally at first, you may speak to a member of our team, such as your move coordinator or the team leader on the day of the move. Many issues can be resolved quickly this way. However, if you are not satisfied with the outcome or would like a formal response, you should use this complaints procedure.
Timescales for Raising a Complaint
We encourage customers to raise any concerns as soon as possible after the issue arises. For complaints involving loss or damage to belongings, we ask that you inform us within a reasonable time after your move, so that we can investigate effectively.
While we will always consider complaints raised later, delayed notification may affect the availability of evidence or the range of possible solutions, especially in relation to insurance or compensation matters.
How We Will Respond
Once we receive your complaint, we follow a structured process:
Acknowledgement. We will acknowledge your complaint and confirm that it is being investigated. Where possible, we will provide the name or role of the person handling your case.
Investigation. We will review all relevant details, which may include contacting the removal team, checking schedules, vehicle logs and any photographs or paperwork relating to your move. We may contact you if we need further information.
Outcome. After completing our investigation, we will provide a clear response setting out our findings, any steps we have taken, and our proposed resolution. This may include an apology, corrective action, service improvements, or where appropriate, consideration of compensation in line with our terms and any applicable insurance arrangements.
We aim to respond fully within a reasonable and proportionate timescale, depending on the complexity of the issue. If we need more time, we will let you know and explain why.
Possible Resolutions
Our focus is on resolving complaints fairly and putting things right where we have made a mistake. Possible outcomes may include:
A clear explanation of what happened and why.
An apology where our service has fallen below our expected standards.
Practical steps to correct the issue, where possible.
Review of internal procedures or additional staff training.
Where applicable, consideration of compensation in line with our terms of business.
Any offer of compensation will be based on the specific circumstances, the evidence available, and the contractual and insurance provisions that apply to your removal service.
Your Responsibilities
To help us deal with your complaint effectively, we ask that you:
Provide accurate and complete information.
Retain any relevant documents or photographs relating to your move.
Respond to our requests for further information in a timely manner.
Treat our staff with courtesy and respect throughout the process.
Escalation of Complaints
If you are not satisfied with the initial response you receive, you may ask for your complaint to be reviewed at a higher level within the company. Your case will then be reconsidered, taking into account all the information you have provided and the steps taken so far.
We will inform you of the outcome of this review and whether any further action will be taken. Our aim is always to reach a fair and reasonable conclusion that reflects both your experience and the evidence available.
Continuous Improvement
Every complaint and piece of feedback we receive helps us maintain and improve the quality of our removals services across the areas we serve. We regularly review complaint records to identify patterns, training needs and opportunities to enhance our planning, handling and customer communication processes.
By sharing your concerns, you help us to strengthen our service for all customers. We appreciate the time taken to raise any issues and are committed to dealing with them professionally and transparently.
