Complaints Procedure
Barnet Movers Complaints Procedure
Barnet Movers is committed to providing a professional, reliable and courteous removals service. We recognise that, despite our best efforts, there may be occasions when customers are dissatisfied. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.
Purpose and Scope
This procedure applies to complaints about our home and office removals, packing services, storage arrangements and related customer service issues. It is intended for use by individual customers and business clients who have used, or have booked, our services.
The procedure covers issues such as service standards, delays, staff conduct, handling of goods, documentation, and communication. It does not cover matters that are already the subject of legal proceedings or insurance claims that have been fully and finally settled.
Our Approach to Complaints
We aim to resolve complaints fairly, consistently and as quickly as reasonably possible. We will:
Listen carefully to your concerns and treat you with respect.
Investigate impartially, gathering relevant information from all parties involved.
Keep you informed about the progress of your complaint.
Provide a clear explanation of our findings and any action we will take.
Use the outcome of complaints to review and, where appropriate, improve our services and procedures.
How to Make a Complaint
You can raise a complaint in writing using any standard communication method you prefer. Written complaints help us to understand the details clearly and keep an accurate record of what has happened.
When submitting your complaint, please include:
Your full name and any business or household name linked to the booking.
Your service date and any reference or booking number provided.
A clear description of what went wrong, including dates, times and locations where possible.
Names or descriptions of staff members involved, if known.
Details of any loss or damage and any supporting information, such as photographs or inventory notes.
What outcome or resolution you are seeking.
Time Limits for Making a Complaint
To help us investigate effectively, we ask that complaints are made as soon as reasonably possible. Issues relating to service standards or staff conduct should normally be raised within 14 days of the service date. Concerns about damage to property or belongings should be notified as soon as they are discovered, and ideally on the day of the move or on delivery.
If you are unable to meet these timescales for a good reason, we will still review your complaint, but the passage of time may affect the range of options available for resolution.
Acknowledgement of Your Complaint
Once we receive your complaint, we will send an acknowledgement. This will usually be provided within three working days. The acknowledgement will confirm that we have received your complaint and provide an outline of the next steps in the process, including expected timescales.
Investigation Process
Your complaint will be reviewed by an appropriate member of our management team who was not directly involved in the events complained about, wherever possible. The investigation may include:
Reviewing your booking details, move plan and any written communications.
Speaking with the crew or staff members involved.
Examining photographs, inventories, job sheets or other records.
Assessing our service against our internal standards and industry practices.
We may contact you during the investigation if we require further information or clarification. This helps us to understand the situation fully and fairly.
Response and Outcome
We aim to provide a full written response to your complaint within 14 working days of acknowledgement. If, for any reason, we need more time, we will let you know and explain why, together with a revised timescale.
Our response will set out:
A summary of your complaint as we understand it.
The steps we have taken to investigate.
Our findings and conclusions.
Any actions we propose to take to resolve the matter.
Possible outcomes may include an explanation or apology, corrective action to improve future service, practical steps to put things right where possible, or, where appropriate, a financial or other remedy in line with our terms and conditions and any applicable insurance arrangements.
If You Remain Dissatisfied
If you are not satisfied with our response, you may request a further review. You should do this in writing, explaining why you disagree with our findings or proposed resolution and providing any additional information that you believe is relevant.
A different manager or senior member of the team will then review the complaint, our original investigation and your comments. We will provide a final written response following this review. This will normally conclude our internal complaints process.
Complaints Relating to Loss or Damage
Where your complaint concerns loss of or damage to goods, it may be necessary to review the terms of our contract with you, including any limits of liability and insurance cover. You may be asked to provide photographs, purchase information or repair estimates so that we can assess the issue properly.
In some cases, we may recommend that you pursue a claim through the relevant insurance route in addition to, or instead of, this Complaints Procedure. We will explain this clearly if it applies.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with those who need it for the purposes of investigating and resolving the matter. We handle your personal information in line with our data protection obligations and retain complaint records for a reasonable period for monitoring and audit purposes.
Continuous Improvement
We monitor and review complaints on a regular basis to identify any patterns or recurring issues. This helps us to improve staff training, review procedures and enhance the overall quality of our removals, packing and storage services in the areas we serve.
By following this Complaints Procedure, we aim to deal with concerns professionally and efficiently while maintaining a focus on high standards of customer care.
