This complaints procedure explains how customers using our removal services in Haringey can raise concerns and how we will respond. We aim to provide a professional and reliable removals service at all times, but if something goes wrong, we want to know so we can put it right and improve our service.
We are committed to handling every complaint fairly, consistently and as quickly as reasonably possible. All complaints are taken seriously and are treated with respect and confidentiality. We will investigate the issues you raise, explain our findings and, where appropriate, agree the steps needed to resolve the matter.
A complaint is any expression of dissatisfaction about our removal or related services, whether it concerns household moves, office relocations, packing, loading, transport, storage or delivery. This can include, for example, concerns about punctuality, conduct of staff, communication, charges, or loss or damage to property.
You do not need to use any special wording to make a complaint. If you tell us that you are unhappy with any aspect of our service and that you would like us to look into it, we will treat this as a complaint.
You can make a complaint in writing or verbally. We recommend putting your complaint in writing where possible so there is a clear record of the issues you are raising.
When submitting a complaint, please provide the following information so we can investigate efficiently:
The name the booking was made under
The service address and, if applicable, the destination address
The date of your move or the date the issue occurred
A clear description of what went wrong and when it happened
Details of any items that were lost or damaged, including approximate value and supporting evidence if available
Any steps you have already taken to try to resolve the issue
What outcome you are seeking, for example an explanation, apology, rectification work or compensation
In the first instance, we encourage you to raise any concerns with the team member or coordinator who managed your removal. Many issues can be resolved quickly at this stage through clarification, a practical solution on the day of the move, or a follow up visit where appropriate.
If your concern cannot be resolved informally, or if you prefer not to discuss it directly with the individual involved, you may proceed to make a formal complaint under Stage Two.
Once we receive your formal complaint, we will acknowledge it within a reasonable time. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process, including when you can expect a full response.
Your complaint will be reviewed by a person with appropriate authority who was not directly involved in the issue you have raised. They will investigate by reviewing the booking details, job notes, photographs if any, staff statements and any other relevant information.
We aim to provide a full written response once the investigation is complete. In our response, we will explain:
The issues you have raised
The investigations we have carried out
Our findings and any conclusions we have reached
Any proposed resolution or remedial action
We aim to deal with all complaints as promptly as possible while ensuring a thorough investigation. As a guide, we will normally:
Acknowledge your complaint within a reasonable number of working days of receipt
Provide a full written response once our investigation is complete and within a fair time frame for the complexity of the issues raised
If we are unable to provide a full response within our usual timescale because further investigation is required, we will let you know this and give you an indication of when we expect to be able to respond in full.
Where our investigation shows that our service fell below our expected standards, we will offer an appropriate remedy. Depending on the circumstances, this may include:
A clear explanation and, where justified, a formal apology
Corrective action, such as a revisit or additional service where possible
Consideration of compensation for proven loss or damage, in line with our terms and conditions and any applicable insurance cover
Service improvements or staff training to help prevent a similar issue arising again
Any offer of compensation will be made with regard to the terms agreed when you booked your removal and the evidence you provide to support your claim.
To help us assess any claim relating to loss or damage, we may ask for supporting documents. These can include photographs of the damage, purchase receipts, valuations, repair estimates or reports. Providing clear evidence allows us to reach a fair outcome more quickly.
All complaints are handled in confidence. Information relating to your complaint will only be shared with those who need it in order to investigate and respond. Any personal information you provide will be handled in accordance with data protection requirements and used only for the purposes of managing your complaint and improving our services.
This complaints procedure applies to all of our removal and related services carried out in Haringey and the surrounding areas. By setting out a clear and fair process, we aim to give you confidence that any concerns will be properly investigated and addressed.
If you are dissatisfied with any aspect of your removal experience, we encourage you to raise it with us as soon as possible. Early contact often makes it easier to gather information, assess the situation and agree an effective resolution.
We review this complaints procedure regularly to ensure it remains clear, effective and aligned with good practice for removal companies. Feedback from customers in Haringey and beyond is an important part of this review, helping us to refine our processes and deliver a consistently reliable moving service.
If you are searching through the list of removal companies Haringey, it will be useful to learn more about our cheapest prices.
| Transit Van | 1 Man | 2 Men |
| Per hour /Min 2 hrs/ | from £60 | from £84 |
| Per half day /Up to 4 hrs/ | from £240 | from £336 |
| Per day /Up to 8 hrs/ | from £480 | from £672 |
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