This complaints procedure explains how you can raise concerns about our removal services and how we will handle them. Our aim is to resolve any issues quickly, fairly and consistently, and to use your feedback to improve our services in Barnet and the surrounding areas.
We aim to provide a reliable, professional and courteous removals service at all times. If something goes wrong, we want to know about it so we can put it right where possible. We will treat every complaint seriously, investigate it thoroughly and respond within a reasonable timeframe.
We will always:
Listen carefully to your concerns, treat you with respect and courtesy, investigate impartially, keep you informed of progress, and explain our findings and any actions we will take.
A complaint is any expression of dissatisfaction about our removal services, whether justified or not, that requires a response. This can include, for example:
Concerns about the quality of packing, loading or unloading; issues with punctuality or conduct of our staff; problems with communication or administration; concerns about damage to property or missing items; billing or quotation disputes related to a removal job.
You do not need to use the word complaint when you contact us. If you are unhappy and want us to respond, we will treat it as a complaint.
You can make a complaint in writing or verbally. Written complaints help us keep a clear record of the details and are generally preferred, but we understand that may not be possible for everyone.
When you contact us, please provide as much of the following as you can:
Your full name and the address where the removal service took place; the date of your move and any reference or booking number you were given; a clear description of what went wrong; any relevant dates, times and names of staff if known; details of any losses or damage you believe occurred; and what outcome you are seeking, such as an explanation, apology or specific remedial action.
The more information you provide, the easier it is for us to investigate and respond efficiently.
We ask that you raise any concerns as soon as reasonably possible. For issues related to damage or loss, you should notify us as soon as you notice the problem, ideally within a short period after the move is completed. This helps us carry out a more accurate investigation.
While we will consider complaints raised later, delays may affect what evidence is available and the outcome that can be achieved.
Our complaints process normally follows these steps:
Initial acknowledgement: We will acknowledge your complaint as soon as reasonably practicable after receiving it. Where possible, we will provide you with the name or position of the person responsible for handling your complaint.
Investigation: We will review your account, any documentation relating to your removal, and any photographs or evidence you provide. We may contact staff members who were involved and, where appropriate, ask you for further details or clarification.
Response: Once our investigation is complete, we will write to you setting out our findings, any decisions we have reached, and any actions we propose to take. If compensation, repair, or another remedy is appropriate and available under our terms and relevant law, we will explain this clearly.
We aim to provide a full response within a reasonable period from the date we receive your complaint. If we are unable to respond within this time, we will let you know the reason for the delay and when you can expect a full reply.
After examining your complaint, the outcome may include one or more of the following:
An explanation of what happened and why; an apology where we have fallen short of the standards we aim to achieve; corrective action to address ongoing issues, such as staff training or process changes; practical steps to resolve the matter, which may include repair, replacement or other remedial work, where appropriate; where justified and in line with our terms and conditions, a financial settlement or contribution to losses that have been evidenced and agreed.
We will always explain the reasons for our decision and how we reached it.
If you are unhappy with our final response, you may ask for a further review. We will consider whether any new information has emerged or whether there is any aspect we have not properly addressed. Once this review is complete, we will confirm our final position in writing.
Depending on the specific circumstances of your removal service and any industry memberships or regulatory schemes that apply, you may have the option to escalate your complaint to an external body for independent review. Details of any such options will be made available to you in our written responses where relevant.
We keep records of all complaints we receive, along with details of how they were resolved. This helps us:
Monitor the quality and consistency of our removal services in Barnet; identify trends or recurring issues; improve our training and procedures; and enhance the overall customer experience.
Information from complaints is handled in line with our data protection obligations and is only shared where necessary for investigation, resolution or as required by law.
All complaints are handled with appropriate confidentiality. Your information will only be shared with those who need it to investigate and resolve the matter. Making a complaint will not affect any ongoing or future services you choose to book with us; you will be treated fairly and without prejudice at all times.
We may update this complaints procedure from time to time to reflect changes in our services, legal requirements or best practice in the removals sector. The version published on our website will always be the most current and will apply to any new complaints raised after the date of publication.
We encourage customers using our Barnet removal services to read this procedure carefully and to contact us promptly if any aspect of our service does not meet your expectations.
Get in touch today to find out how one of the most respectable removal companies Barnet can help you achieve a hassle-free moving day at a price that is within your means.
| 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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