Complaints Procedure
Highbury Movers Formal Complaints Procedure
Highbury Movers is committed to providing reliable, professional removals and related services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise concerns, how we will respond, and the steps we will take to put matters right whenever possible.
This procedure applies to all customers who use our moving, packing, storage, and associated services. It covers issues that arise before, during, or after your move, including quotation stages, communication, and aftercare.
Our Approach to Complaints
We view complaints as an opportunity to review and improve our service. We aim to:
Listen carefully to your concerns and understand what has happened from your perspective.
Respond promptly, clearly, and fairly.
Investigate fully and keep you updated on progress.
Provide a fair resolution whenever possible, in line with our terms and conditions and any applicable laws or regulations.
Treat all customers with respect and handle personal information confidentially.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. For example, you may wish to complain about:
The standard of packing, loading, unloading, or transportation.
Damage to property or possessions during a move.
Delays, missed appointments, or scheduling issues.
Attitude, behaviour, or professionalism of our staff or contractors.
Accuracy of quotations or clarity of pricing.
Communication before, during, or after your removal or storage service.
If you are unsure whether your concern is a complaint, you may still raise it, and we will confirm how it will be handled.
How to Make a Complaint
You can make a complaint verbally or in writing. We encourage you to raise any concerns as soon as possible so we have the best chance to resolve matters quickly.
When making a complaint, please include:
Your full name and any reference details provided during booking.
The date of your move or service, and the addresses involved.
A clear description of what went wrong and when it happened.
Any supporting information, such as photographs, inventory lists, or notes.
What outcome you are seeking, such as an explanation, apology, corrective action, or review of charges.
If you raise your complaint verbally, we may ask you to confirm the main points in writing so there is a clear record of your concerns.
Stage 1 – Initial Response
In many cases, concerns can be resolved quickly by speaking to the team member or coordinator who handled your move. At Stage 1, we aim to:
Acknowledge your complaint promptly.
Clarify any details we do not understand.
Provide an initial response or resolution whenever possible.
Where a matter can be resolved immediately, we will confirm what action we will take and when. If you are satisfied with the outcome, the complaint will be closed at this stage.
Stage 2 – Formal Investigation
If your complaint cannot be resolved at Stage 1, or you are not satisfied with the initial response, you may request a formal investigation. At this stage, a manager or senior member of staff will review your complaint.
We will:
Acknowledge your formal complaint and confirm it is being investigated.
Review all relevant details, including written records, booking information, photographs, and staff statements.
Contact you if we require further information or clarification.
Aim to provide a written outcome within a reasonable timescale, explaining our findings and any actions we propose to take.
Where the matter is complex or requires more time, we will keep you updated on expected timescales and progress.
Possible Outcomes and Remedies
Following investigation, outcomes may include one or more of the following:
An explanation of what occurred and why.
An apology where we have fallen short of our standards.
Steps to correct an issue, such as amending records, improving procedures, or additional staff training.
Consideration of goodwill gestures or financial remedies where appropriate and in line with our terms and conditions and any applicable insurance or liability cover.
Where claims relate to damage or loss of items, decisions will be made in accordance with our contractual obligations, limits of liability, and any evidence supplied.
Escalation and Further Review
If you remain dissatisfied after the Stage 2 outcome, you may request that your complaint is reviewed again by a more senior member of the company, where available. You should set out why you disagree with the decision and what further outcome you are seeking.
We will confirm whether a further internal review is possible, and if so, provide a response once it is completed. This will usually be our final internal position on the matter.
Time Limits for Complaints
To help us investigate effectively, we ask that complaints are raised as soon as reasonably practical. Some types of claims, especially those involving damage or loss, may be subject to shorter timescales under our terms and conditions or any applicable insurance policy.
Where specific time limits apply, they will be detailed in your contract documents or booking information. Raising issues promptly increases the likelihood that we can investigate thoroughly and provide an appropriate outcome.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will only be shared with those who need it to investigate and resolve your complaint. We will store complaint records securely and in line with our data protection responsibilities.
We may use information from complaints, in an anonymised form, to review our processes, improve our services, and provide additional training for our teams.
Using Feedback to Improve Our Services
Feedback from customers, including complaints and suggestions, plays an important role in maintaining and improving the quality of our removals and storage services. We regularly review complaint patterns to identify areas where changes may be needed, such as planning, communication, equipment, or staff training.
By following this Complaints Procedure, we aim to handle your concerns fairly and professionally, and to continue building a trustworthy and dependable removal service for all our customers.
