Complaints Procedure
Removal Van Harrow Complaints Procedure
Removal Van Harrow is committed to providing a reliable, professional and respectful removals service. We understand that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service across Harrow and the surrounding areas. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Our Commitment to You
We take all complaints seriously, whether they relate to local moves, longer distance removals, packing, loading, unloading or storage arrangements. Our aims are to:
Respond to your concerns promptly and politely.
Investigate issues thoroughly and fairly.
Keep you informed throughout the process.
Offer an appropriate remedy where we are at fault.
Use feedback to improve our services for future customers.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, our staff, our vehicles, or our communications, where you would like a response or resolution. This may include but is not limited to:
Concerns about conduct, attitude or behaviour of removal staff.
Issues with punctuality, delays or missed appointments.
Problems with the care, packing or handling of your belongings.
Disputes about the agreed service, pricing or documentation.
Concerns about how we have communicated with you before, during or after a move.
Raising an Informal Concern
Many issues can be resolved quickly and informally. If something goes wrong on the day of your move or during the planning stage, please speak to the team leader on site or your usual office contact as soon as possible. Often, a practical solution can be found immediately, such as adjusting the schedule, clarifying what has been agreed, or resolving a misunderstanding.
If you are not satisfied with the informal response, or if you prefer to raise a formal complaint straight away, please follow the formal complaints procedure below.
How to Make a Formal Complaint
To help us investigate thoroughly, please submit your complaint in writing. When making a complaint, please provide the following information:
Your full name and address.
Any reference number or quotation number you have been given.
The date of your move or the date of the incident.
A clear description of what went wrong and when it happened.
Names or descriptions of any staff involved, if known.
Details of any loss or damage and any supporting evidence you may have.
What outcome or resolution you are seeking.
Providing full and accurate details at the outset helps us reach a fair and timely conclusion.
Acknowledging Your Complaint
Once we receive your formal complaint, we will send you an acknowledgement. This will confirm that we have received your complaint and that it is being investigated. We will also let you know the expected timescale for our full response and who is dealing with your case. We aim to acknowledge all written complaints as quickly as reasonably possible.
Investigation and Assessment
Your complaint will be reviewed by a manager who was not directly involved in the matter you are complaining about, wherever practical. The investigation may include:
Reviewing your booking details, move documentation and any written communications.
Speaking with the removal crew or office staff involved.
Examining any photographs, inventories or condition reports.
Considering relevant industry standards and our internal policies.
We will assess whether we have met our contractual and service obligations and whether any errors or failures have occurred.
Our Response and Possible Outcomes
Following the investigation, we will provide you with a written response setting out:
What we have understood your complaint to be.
The steps we have taken to investigate.
Our findings and any conclusions reached.
Any offer of remedy or action we propose to take.
Possible outcomes may include an apology, a clear explanation, practical steps to put things right, or where appropriate, a financial settlement in line with our terms and conditions and any applicable insurance cover. If we need further information from you to assess loss or damage, we will explain what is required.
Timescales for Dealing with Complaints
We aim to resolve complaints as soon as reasonably possible. Some matters, such as simple service issues, can be handled quickly, while more complex cases involving disputed facts, extensive damage, or multiple parties may take longer. If we are unable to provide a full response within the timescale initially indicated, we will keep you updated on progress and let you know when you can expect our final reply.
If You Remain Dissatisfied
If you are not satisfied with our final response, you may write back to explain why you remain unhappy and what further resolution you are seeking. Your case may then be reviewed by a more senior manager who will consider whether any aspect of your complaint or our decision needs to be reconsidered. Following this review, we will write to you with our final position on the matter.
Claims for Loss or Damage
Where your complaint involves loss or damage to belongings during your move or storage, any claim will be handled in line with our removal terms and conditions and any separate insurance arrangements you have made. It is important that you report any apparent damage as soon as reasonably possible and provide clear evidence, such as photographs, packing lists, and purchase information where available. We will explain what information is required to assess your claim properly.
Using Complaints to Improve Our Service
Feedback from customers across our service area is vital to maintaining and improving the quality of our removal services. We review complaints regularly to identify patterns, training needs and opportunities to enhance our procedures, vehicles, packing materials and customer communication. By raising a concern, you are helping us to deliver a better service for households and businesses planning removals in the future.
Respect and Fair Treatment
We expect all parties to behave respectfully throughout the complaints process. We will not tolerate abusive, threatening or discriminatory behaviour towards our staff and may restrict communication where necessary to protect their wellbeing. In return, we are committed to treating every complaint carefully, objectively and without discrimination.
Updates to This Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and aligned with relevant legal and industry standards. Any changes will apply to new complaints from the date the updated procedure takes effect.
