Removals Barnes Complaints Procedure

Removals Barnes is committed to providing a professional and reliable removals service for household and commercial customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right, learn from the issue, and improve our services across our local service areas.

Purpose of this Complaints Procedure

This complaints procedure explains how you can raise a concern about any aspect of our removals, storage, packing, or related services, and what you can expect from us in response. It is designed to be clear, fair, and accessible, whether your move was within the local area or to a destination further afield.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may include, but is not limited to:

Concerns about the way your booking was handled or information provided before your move.

Issues arising on moving day, including punctuality, conduct of staff, handling of items, or vehicle arrangements.

Concerns about packing, loading, unloading, or placement of items in your new property.

Queries or concerns about charges, invoices, or agreed quotations.

Issues relating to storage services or handling of stored goods.

How to Make a Complaint

You can raise a complaint in writing or by speaking to a member of our team. We encourage written complaints wherever possible, as this helps us fully understand the situation and respond clearly. When making a complaint, please include:

Your full name and, if applicable, the name of the person who made the booking.

The date of your move and the collection and delivery addresses.

A clear description of what went wrong and when it occurred.

Any relevant supporting information, such as inventory details or photographs.

Your preferred outcome, for example an explanation, apology, or review of charges.

Initial Resolution Stage

In the first instance, we aim to resolve complaints informally and promptly. This usually involves the staff member or coordinator responsible for your move, who will:

Listen to your concerns and clarify any details.

Check relevant records, such as booking forms, removal plans, and job notes.

Seek to offer a practical and fair solution where possible.

Many issues can be resolved quickly at this stage. If you are satisfied with the explanation or outcome, the complaint will be recorded and closed, and we will note any improvements we can make to our removals process in the future.

Formal Complaint and Investigation

If your concern cannot be resolved informally, or you prefer a more formal review, your complaint will be escalated for a full investigation. At this stage:

We will acknowledge your complaint in writing within a reasonable timeframe from receipt.

A senior member of our team, not directly involved in the original issue, will be assigned to review your case.

We may contact you to request further information or clarification and, where helpful, to discuss the matter by phone.

During the investigation we will review documentation related to your move, speak with relevant staff, and examine any evidence you have provided. We will then provide a written response, setting out:

Our understanding of your complaint.

The findings of our investigation.

Any corrective action we will take, including service improvements, staff training, or changes to procedures.

Any offer of remedy, where appropriate.

Timeframes

We aim to respond to all complaints as quickly as possible while ensuring a thorough review. Timeframes may vary depending on the complexity of the case, the availability of staff involved in the move, and whether site visits or further evidence are required. If we anticipate any delay, we will keep you updated on progress and provide an estimated timescale for our full response.

Outcomes and Possible Remedies

Our focus is to treat every complaint fairly and consistently. Depending on the circumstances, outcomes may include:

A clear explanation of what happened and why.

A sincere apology where we have fallen short of our standards.

Practical steps to put things right, where this is possible.

Review or adjustment of charges, if appropriate and justified by our findings.

Internal actions such as staff training, process changes, or further monitoring to prevent similar issues.

Escalation if You Remain Dissatisfied

If you remain dissatisfied after receiving our formal response, you may request that your complaint be reviewed again by a more senior manager or owner within the company. In doing so, please explain which aspects of our response you disagree with and why. We will then carry out a further review based on your comments and any new information provided, and issue a final decision.

Using This Procedure

This procedure applies to all customers who have used our removals and related services, whether for local moves or longer-distance relocations. We ask that complaints are raised as soon as reasonably possible after the issue arises, especially in relation to any concerns about missing or damaged items, so that we can investigate effectively.

Our Commitment to Continuous Improvement

Removals Barnes aims to deliver a dependable, careful, and courteous service for every move we undertake. We value all feedback, including complaints, as a vital part of maintaining and improving our standards. Every complaint is recorded and reviewed so that we can identify patterns, address recurring issues, and improve the way we plan, coordinate, and carry out removals for customers in our service areas.

By following this complaints procedure, we aim to provide a fair and transparent process that treats every customer with respect, gives clear answers, and helps ensure that our removals services continue to develop and improve.