Movers Haringey Complaints Procedure
This Complaints Procedure explains how Movers Haringey manages and resolves complaints about our moving and related removal services. We aim to provide a clear, fair and timely process so that any issue you experience is handled professionally and with respect.
We use all feedback, including complaints, to improve our services, train our teams and maintain high standards for our customers.
Purpose of this Complaints Procedure
The purpose of this procedure is to set out how you can tell us when something has gone wrong, what information we need from you, how we will investigate, and the timescales you can expect. This procedure applies to all customers who have used or booked our moving or associated services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, communication, pricing, conduct on-site, or how we have handled a previous enquiry or issue, where you would like a response or resolution.
Examples of issues that may be raised as complaints include:
Service quality, such as delays, missed appointments or problems on moving day
Concerns about the handling, packing or transport of your belongings
Disagreements about charges, invoices or quoted prices
Behaviour or professionalism of our staff or contractors
How we have managed communication or responded to earlier concerns
If you are unsure whether your concern is a complaint, you may still raise it and we will advise you on the most appropriate way forward.
How to Raise a Complaint
You can raise a complaint verbally or in writing. While we are happy to discuss your concerns by phone or in person, we encourage written complaints wherever possible, as this allows us to review the details carefully and keep a clear record.
When you submit your complaint, please provide:
Your full name and the name used on the booking
The service address and the date of your move or scheduled work
A clear description of what went wrong and when it happened
The names of any staff involved, if known
Any supporting information such as job references or photographs
What outcome or resolution you are seeking, if you have a preferred solution
The more detail you can provide, the easier it is for us to investigate thoroughly and respond fairly.
Our Complaint Handling Stages
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it and arrange for an appropriate member of our team to review it. We aim to acknowledge written complaints within a reasonable timeframe, confirming that we have received your concerns and outlining the next steps.
If any immediate action is required to prevent further inconvenience or risk, we will prioritise this while the full investigation is carried out.
Stage 2: Investigation
We will then investigate your complaint. This may include:
Reviewing your booking details, inventory and job notes
Speaking with team members involved in your move or service
Reviewing communications, such as messages and documentation
Examining any supporting information or evidence you have supplied
During this stage, we may contact you to request further information or clarification. This helps ensure that we fully understand the circumstances and your expectations.
Stage 3: Response and Proposed Resolution
Once the investigation is complete, we will provide a written response explaining:
Our understanding of your complaint
The steps we have taken to investigate
Our findings based on the available information
Any proposed resolution or remedial action
We aim to respond within a reasonable period. If the matter is complex and requires more time, we will inform you of this and keep you updated on progress.
Possible Outcomes
Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include:
An apology and explanation of what went wrong
Corrective action, such as revisiting work where appropriate
A review or adjustment of charges where this is justified
Internal action, such as additional staff training or process changes
We will always aim to reach a fair and proportionate outcome based on the facts and circumstances of your specific case.
If You Are Not Satisfied with the Outcome
If you are unhappy with our response or feel that the complaint has not been handled properly, you may ask for your complaint to be reviewed again at a more senior level within Movers Haringey. When you do so, please explain why you remain dissatisfied and what you believe has not been addressed.
We will then arrange for a further review, which may involve a different manager or team member who was not involved in the original handling of your complaint. After this review, we will provide a final response setting out our position.
Your Responsibilities as a Customer
To help us resolve your complaint efficiently, we ask that you:
Raise your concerns as soon as reasonably possible after the issue arises
Provide accurate and complete information relevant to the complaint
Communicate clearly and respectfully with our staff
Allow us a reasonable amount of time to investigate and respond
We understand that moving can be stressful and we will always do our best to handle your concerns sensitively and constructively.
How We Use Complaints to Improve
Movers Haringey is committed to continuous improvement in all aspects of our removal services. We regularly review complaints and feedback to identify recurring issues, trends or opportunities to enhance our processes, training and customer care.
Information from complaints may be used to update our procedures, improve communication, and ensure that our teams are equipped to deliver a reliable and professional moving service.
Changes to this Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or applicable guidance. The most recent version will always apply to new complaints raised with us.
If you have any questions about this procedure or how it applies to your situation, you can contact us and we will be happy to explain it in more detail.
