Complaints Procedure
Complaints Procedure for Harrow Movers Customers
Harrow Movers is committed to providing reliable and professional removals, packing and storage services. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect throughout the process.
1. Purpose of this Complaints Procedure
The purpose of this complaints procedure is to give you a clear and straightforward route to raise any dissatisfaction with our services. This may relate to home removals, office moves, packing, loading and unloading, storage, transport, handling of items, timings, conduct of staff or administration of your move.
We use feedback and complaints to improve our services, staff training and internal systems so that we continue to deliver safe, efficient and respectful moving services to all customers.
2. What Counts as a Complaint
A complaint is any expression of dissatisfaction about the standard of service you have received or the way we have handled an issue. Examples include:
Concerns about how your belongings were handled during packing, loading, transport or unloading.
Disputes relating to timings, delays or missed appointments for your move or delivery.
Issues with staff behaviour, communication or professionalism.
Disagreement about charges, quotes, invoices or payment terms.
Problems with storage arrangements, access or condition of stored goods.
Any situation where you feel we have not met our obligations or your reasonable expectations.
This procedure does not cover emergency situations during a move that require immediate attention, such as health and safety concerns. Those should be raised with the team on site straight away so that they can be dealt with as a priority.
3. How to Make a Complaint
We encourage you to raise your concern as soon as possible so that we can address it quickly and effectively. You can make a complaint verbally or in writing. We recommend putting your complaint in writing wherever possible so that there is a clear record of the issue.
When making a complaint, please provide the following information:
Your full name and the address relating to the move.
The date of your move or the date on which the issue occurred.
A clear description of what happened and why you are dissatisfied.
Details of any staff you spoke to at the time, if known.
Any supporting information, such as reference numbers, booking confirmations, photographs or inventory notes.
Clearly stating what outcome or resolution you are seeking will also help us address your complaint more efficiently.
4. Initial Handling and Acknowledgement
Once we receive your complaint, we will record it in our internal complaints log. This allows us to monitor how concerns are handled and to identify any patterns or areas for improvement in our removals and storage services.
We will acknowledge receipt of your complaint within a reasonable timeframe. In the acknowledgement, we will:
Confirm that we have received your complaint.
Provide the name or role of the person who will be responsible for handling it.
Outline the next steps and the expected timescale for our response.
5. Investigation Process
Your complaint will be investigated by a manager or a senior member of staff who has not been directly involved in the original issue wherever possible. The investigation may include:
Reviewing your booking details, move documentation and any inventory records.
Speaking to the team members who were involved in your move.
Considering any photographs, notes or other evidence you provide.
Assessing whether our procedures and standards were followed.
We may contact you during the investigation if we require further information or clarification to help us fully understand the matter.
6. Our Response and Resolution
After we have completed our investigation, we will provide you with a written response. This response will usually include:
A summary of the complaint and the issues you raised.
An explanation of what we have found during our investigation.
Our decision and, where appropriate, an apology.
Details of any steps we will take to put matters right, which may include service improvements, staff training, corrective action or, where justified, compensation or reimbursement in line with our terms and conditions.
We aim to resolve complaints within a reasonable period. If we need more time than originally indicated, we will let you know and explain the reason for the delay.
7. If You Are Not Satisfied with the Outcome
If you are not satisfied with our response, you may request that your complaint is reviewed by a more senior manager. In doing so, please explain which aspects of our decision you disagree with and provide any additional information that you believe is relevant.
The senior manager will review the handling of your complaint, the evidence considered, and the decision reached. They may uphold the original decision, vary it, or propose an alternative resolution. You will be informed of the outcome of this review in writing.
8. Use of Complaints to Improve Our Services
Complaints and feedback play an important role in helping us maintain high standards across all our moving and storage services. We analyse our complaints log regularly to identify recurring issues, areas of risk and opportunities for improvement.
Outcomes from this analysis may include changes to our procedures for packing, loading, route planning, vehicle checks, storage management, staff training, customer communication or job scheduling. Our goal is to reduce the likelihood of similar issues arising in future and to ensure a consistent and reliable experience for all customers.
9. Confidentiality and Data Protection
All complaints are handled in a confidential manner. Information you provide will only be shared with staff who need it to investigate and resolve the issue. We will store and process your personal information in line with applicable data protection requirements and our internal privacy practices.
10. Review of This Complaints Procedure
We keep this complaints procedure under regular review to ensure it remains clear, effective and appropriate for the range of services we offer. Any updates will take into account changes in our business operations, customer feedback and relevant industry guidance.
By setting out this complaints procedure, Harrow Movers aims to give every customer confidence that concerns will be taken seriously, investigated fairly and used to improve the quality and reliability of our removals and storage services.
