Movers Highbury Complaints Procedure
Movers Highbury is committed to providing a reliable, professional removals service for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service. This page explains how to raise a complaint, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We take every complaint seriously. Our goals when handling complaints are to:
Listen carefully to your concerns and understand what has gone wrong from your perspective.
Respond in a clear, fair and timely way.
Offer appropriate remedies where we are at fault.
Use the feedback to review and improve our removals and related services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, contractors, or the way we have handled a previous issue. This may include, but is not limited to:
Concerns about punctuality, conduct or communication.
Issues with packing, loading, unloading, storage, or delivery.
Disputes about charges, quotations, or invoicing.
Concerns about damage, loss, or how a claim has been handled.
If you are unsure whether your concern is a complaint, you are still welcome to raise it with us and we will advise on the most appropriate way forward.
How to Raise a Complaint
You can raise a complaint in writing. Providing clear details helps us investigate quickly and accurately. When submitting your complaint, please include:
Your full name and preferred contact details.
Your removal date and any reference numbers provided.
The address or addresses involved in the move.
A clear description of what has gone wrong, including key dates and times.
Any supporting information or evidence, such as photographs or inventory notes, where relevant.
We strongly recommend raising your complaint as soon as reasonably possible after the issue arises. Prompt notification helps us gather accurate information and resolve matters efficiently.
Stage One: Initial Complaint Handling
Once we have received your complaint, we will:
Acknowledge receipt within a reasonable timeframe and confirm that your complaint is being reviewed.
Record the details in our internal system for tracking and monitoring.
Assign a member of our team to investigate the matter. This may involve speaking with the crew, checking schedules, reviewing photographs, or examining relevant paperwork.
We aim to provide a full response to most complaints within 10 working days. If the complaint is complex or requires further investigation, we may require more time. In such cases, we will let you know and provide an updated timeframe.
Our Investigation and Response
During the investigation we will consider:
The information you have provided and any evidence you have submitted.
Our internal records, including job sheets, inventories and communications.
The terms and conditions that applied to your move, including any limits or exclusions.
Once the investigation is complete, we will provide a written response setting out:
A summary of your complaint.
The findings of our investigation.
Any decision we have reached and the reasons for that decision.
Any remedy or goodwill gesture we are able to offer, where appropriate.
Possible Outcomes and Remedies
The outcome of a complaint will depend on the specific circumstances and the terms of our agreement with you. Outcomes may include:
An explanation or clarification where there has been a misunderstanding.
An apology if we accept that our service fell below our usual standards.
Corrective action, such as arranging further work or adjusting schedules where feasible.
Financial remedies, repair, or contribution towards replacement costs, where responsibility is established and in line with our terms and any applicable cover.
We will always aim to be fair, consistent and proportionate when deciding on any remedy.
Stage Two: Escalation of Your Complaint
If you are not satisfied with the outcome at Stage One, you may request that your complaint is reviewed at a higher level within Movers Highbury. To escalate your complaint, please clearly state why you are unhappy with the Stage One response and what outcome you are seeking.
At this stage, a senior member of our team who was not directly involved in the original handling of the complaint will review:
Your original complaint.
All correspondence and evidence.
The Stage One decision and the reasoning behind it.
We will provide a further written response after this review. This will either confirm the original decision or set out any revised findings or remedies.
Time Limits for Complaints
To allow us to investigate effectively, complaints about our removals and storage services should normally be raised within a reasonable period of the move or the date you became aware of the issue. For damage or loss, prompt notification is particularly important so that we can inspect items where appropriate and check relevant records.
Information We May Need From You
To help us handle your complaint quickly and fairly, we may ask you to provide:
Photographs of any alleged damage.
Original purchase information or proof of value, where relevant to a claim.
Confirmation of access arrangements, parking restrictions or property conditions on the day of the move.
Any previous communications you have had with our team about the same issue.
Please supply this information as soon as you reasonably can. If we do not receive requested details, our ability to resolve your complaint may be limited.
Our Approach to Fairness and Respect
We expect all staff and customers to treat each other with courtesy and respect throughout the complaints process. We will not tolerate abusive, threatening or discriminatory behaviour. In rare cases of unreasonable conduct, we may limit the way we communicate, but we will still seek to reach a fair outcome based on the information available.
Using Feedback to Improve Our Service
Every complaint is an opportunity for Movers Highbury to review how we operate and identify areas for improvement. We monitor complaints to spot recurring issues, refine staff training, and enhance planning and communication for future moves. Your feedback, whether positive or negative, plays an important role in helping us maintain and improve the quality of our removals services.
Changes to This Complaints Procedure
We may review and update this complaints procedure from time to time to reflect changes in our business practices or legal requirements. The version published on this page will always be the most current description of how we handle complaints.
