Highbury Removals Complaints Procedure

Highbury Removals is committed to providing a reliable, professional removals and storage service. We recognise that, on occasion, things may not go as planned. When this happens, we encourage customers to tell us so we can put matters right, learn from what went wrong, and improve our services across our operating areas.

Purpose of this Complaints Procedure

This complaints procedure explains how you can raise a concern about any aspect of our removals or related services, how we will handle your complaint, and the timescales you can usually expect. It applies to all customers who have used, or attempted to use, Highbury Removals for home or business moves, packing, storage, or associated services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, which requires a response. This may include, for example:

Concerns about how your move was planned, managed, or carried out. Issues relating to punctuality, communication, or conduct of staff. Disputes about charges or the information provided in quotations. Concerns about the condition of your property, belongings, or premises during or after the move. Dissatisfaction with how we have previously handled an issue or enquiry.

We also welcome general feedback and suggestions for improvement, even where you do not wish to raise a formal complaint.

How to Make a Complaint

You can make a complaint in writing or verbally. To help us understand and deal with your concerns efficiently, please provide:

Your full name and any reference or booking number relating to your move. The date of your move or the date the issue occurred. A clear description of what went wrong, including relevant times, locations, and people involved. Details of any loss or damage, including photographs if available. Any steps you have already taken to resolve the issue and the outcome you are seeking.

If you make a verbal complaint, we may ask you to confirm the details in writing so that we fully understand the issue and have an accurate record.

When to Make a Complaint

You should raise any concerns as soon as reasonably possible so that we can investigate while the matter is still fresh and evidence is available. In the case of loss or damage to items, we ask that you notify us promptly after discovery, in line with the terms and conditions provided at the time of booking.

How We Will Handle Your Complaint

We aim to deal with all complaints fairly, consistently, and within reasonable timescales. Our typical process is as follows:

1. Acknowledgement: We will acknowledge receipt of your complaint as soon as reasonably practicable. Where your complaint is in writing, we will confirm that we have received it and advise if we require further information.

2. Initial review: A member of our management team will review your complaint, along with any documents, photographs, or other evidence provided. We may contact you to clarify points or request additional information.

3. Investigation: We will investigate the issues raised, which may include speaking to staff involved in your move, reviewing records such as inventories and job sheets, and assessing any relevant correspondence.

4. Response: Once our investigation is complete, we will provide you with a written response setting out our findings, any action we propose to take, and our reasons. Where appropriate, we may offer remedies such as an explanation, an apology, corrective action, or other redress consistent with our terms and conditions.

Timescales for Resolution

We aim to resolve most complaints as quickly as possible. Straightforward issues may be resolved within a few working days. More complex complaints, for example those involving claims for damage, may take longer while we gather information and assess the circumstances.

If we are unable to provide a full response within a reasonable period, we will keep you informed of our progress and let you know when you can expect a final outcome.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed by a more senior member of staff. In doing so, please explain why you remain dissatisfied and what outcome you are seeking. We will then undertake a further review and provide a final response.

This internal escalation process is designed to ensure your concerns are considered independently and fairly within Highbury Removals.

Our Responsibilities and Your Responsibilities

Highbury Removals is responsible for handling complaints respectfully, promptly, and in line with this procedure. We will treat all customers fairly and will not discriminate against anyone who raises a concern or complaint. We expect customers to present information truthfully, cooperate with any reasonable requests for further details, and allow us a fair opportunity to investigate and resolve the matter.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared with staff or third parties where necessary for the purposes of investigating and resolving the complaint, meeting legal obligations, or managing insurance or claims processes. Any personal data provided in connection with a complaint will be handled in accordance with our data protection responsibilities.

Using This Policy Across Our Service Area

This complaints procedure applies to all work carried out by Highbury Removals, whether for private households, tenants, landlords, or businesses, and whether the move takes place within the local area or to and from other regions. Our aim is to provide a consistent standard of service and a clear, fair route for resolving concerns wherever you are moving from or to.

Review of This Complaints Procedure

We review this complaints procedure periodically to ensure it remains clear, effective, and appropriate for the services Highbury Removals provides. Feedback on this procedure itself is welcome and may be used to make improvements that benefit future customers.