Highbury Removal Company Complaints Procedure

This Complaints Procedure explains how Highbury Removal Company will handle any concerns or complaints about our removal and relocation services. Our aim is to resolve issues promptly, fairly, and transparently, while using your feedback to improve our services in Highbury and the surrounding area.

Our Commitment To You

We want every move to be well organised, safe, and professionally managed. If something goes wrong, we are committed to:

Listening carefully to your feedback and taking it seriously.

Responding within clear and reasonable timescales.

Investigating matters thoroughly and objectively.

Explaining our findings and any decisions in clear language.

Offering appropriate remedies where a complaint is upheld.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our removals, packing, storage, or associated services, whether the move is local to Highbury or to another area. This may include:

Concerns about the conduct or attitude of our staff or subcontractors.

Issues with timing, attendance, or reliability of the removal service.

Concerns about how your property, belongings, or premises were treated.

Disputes about the quality or scope of the services provided.

Concerns about how previous feedback or queries were handled.

General enquiries or requests for minor amendments to bookings are not treated as complaints unless you confirm you wish them to be handled through this formal procedure.

How To Raise A Complaint

We encourage you to raise any concern as soon as possible so that we can resolve it quickly. You can make a complaint by contacting us using your usual communication method with Highbury Removal Company and clearly stating that you wish to raise a complaint. Please provide:

Your full name and preferred contact details.

The date and location of the removal service, if applicable.

A clear description of what happened and what you are unhappy about.

Any evidence that may help, such as photographs, inventories, or written notes.

What outcome you are seeking, for example an explanation, corrective action, or compensation.

If someone is complaining on your behalf, we may need your permission to discuss the details of the service with them.

Stage One: Initial Review And Response

Once we receive your complaint, we will:

Acknowledge receipt of your complaint within a reasonable time, usually within a few working days.

Check the details provided and, if necessary, ask you for any additional information we need to understand the issue properly.

Assign a member of our team, usually a manager not directly involved in your removal booking, to review the complaint.

We aim to provide an initial written response once we have reviewed the main facts. This first reply may include an explanation, an apology where appropriate, and any immediate steps we can take to address the matter.

Stage Two: Detailed Investigation

If the complaint is more complex or cannot be resolved at Stage One, it will move to a more detailed investigation. During this stage we may:

Review booking records, inventories, and any written instructions for your move.

Speak to the crew members or coordinators involved in your service.

Examine any photographs, videos, or other evidence you provide.

Where relevant, consider any independent reports, such as repair estimates.

We aim to complete this investigation and provide a reasoned decision within a reasonable time frame. If we need longer due to complexity or the need to obtain additional information, we will tell you and explain why.

Stage Three: Final Response And Outcome

After the investigation is complete, we will send you a final response setting out:

What we have understood your complaint to be about.

What information and evidence we have considered.

Our findings and whether we uphold your complaint in full, in part, or not at all.

Any corrective actions we will take, such as service improvements, training, or process changes.

Any remedies or goodwill gestures we are offering, where appropriate and in line with our terms and conditions.

We will always aim to use clear language and avoid technical terms wherever possible so you can easily understand the outcome.

Escalating Your Complaint

If you are unhappy with our final response, you may request a further review within a reasonable time period. When you do this, please explain which aspects of our decision you disagree with and why. A senior member of our team, not previously involved in handling your complaint, will then review:

The way your complaint was handled at each stage.

The evidence considered and whether anything significant may have been overlooked.

Whether our decision and any remedies offered were fair and consistent with our policies and terms.

Following this review, we will confirm whether the original outcome is upheld or amended. This will usually be our final internal position.

Timescales And Communication

We will always try to resolve complaints as quickly as possible. Overall timeframes can vary depending on the complexity of the matter and the availability of information. Throughout the process we will:

Keep you informed of any significant delays.

Explain if we are waiting for specific information, such as reports or confirmations.

Use your preferred reasonable method of communication where possible.

Using Feedback To Improve Our Service

Every complaint and piece of feedback is an opportunity for us to improve the way we handle moves in Highbury and beyond. We review complaints regularly to identify patterns or recurring issues. Where we identify areas for improvement, we may:

Update staff training, particularly on packing, handling, or customer care.

Revise our internal procedures and checklists for removal services.

Clarify information given to customers before a move, such as what is and is not included.

We appreciate the time you take to tell us about your experience and we are committed to treating every complaint with respect, fairness, and professionalism.