Highgate Removals Complaints Procedure

Highgate Removals is committed to providing a reliable and professional removals and storage service for all customers. We recognise that, on occasion, things may go wrong. When they do, we want to hear about it so we can put matters right and improve our services. This Complaints Procedure explains how to raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We aim to deal with all complaints promptly, fairly and consistently. Every complaint is taken seriously, whether it relates to local household moves, office relocations, packing services, or storage. We will investigate what happened, provide a clear explanation, and, where appropriate, offer a suitable remedy.

What Is a Complaint

A complaint is any expression of dissatisfaction about our removals or storage services, whether justified or not, where you are seeking a response from us. This may include concerns about service quality, staff conduct, delays, loss or damage to items, communication issues, or the way we have handled a previous enquiry.

We encourage you to raise issues as soon as possible, ideally while the move is taking place or shortly after, so we have the best opportunity to resolve matters quickly.

How to Make a Complaint

You can make a complaint verbally or in writing, whichever is most convenient for you. If your complaint is made verbally, we may ask you to follow up in writing so we have a clear record of the details and can respond properly. Please include the following information where possible:

The date of your move or storage booking, your full name and address, details of the service provided, a clear description of your complaint, including dates, times and names of any staff members involved where known, any supporting information, such as photographs or inventory references, and what outcome you are seeking.

We will treat all information you provide in line with our privacy practices and will only use it to handle your complaint and improve our services.

Stage One: Initial Handling and Acknowledgement

Once we receive your complaint, we will register it in our internal system. We will then acknowledge your complaint within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, provide a brief summary of our understanding of the issue, explain the next steps in the investigation process, and indicate when you can expect a full response.

If any details are unclear or missing, we may contact you to request further information. This helps us carry out a thorough and fair review of your concerns.

Stage Two: Investigation of Your Complaint

Your complaint will be investigated by an appropriate member of the Highgate Removals team, who was not directly responsible for the issue wherever possible. The investigation may include reviewing your booking information, inventory lists and any relevant paperwork, speaking to the staff members involved in your move or storage, inspecting photographs, delivery records or damage reports, and assessing whether our internal procedures and service standards were followed.

We aim to complete our investigation and provide a written response within a reasonable period, taking into account the complexity of the matter and the availability of information. If we require more time, we will let you know and explain why.

Stage Three: Our Response and Possible Outcomes

After the investigation, we will provide you with a written outcome. This will usually include a summary of your complaint and the issues you raised, the steps we took to investigate, our findings and conclusions, and any action we propose to take. Where we find that we have fallen short of our standards, we will offer an appropriate remedy, which may include an apology and explanation, corrective action, service improvements to prevent similar issues in future, or, where applicable, compensation in line with our terms and conditions and any relevant insurance or liability provisions.

If we do not uphold your complaint, we will explain our reasons clearly and provide details of any further options available to you.

Stage Four: Escalation and Further Review

If you are not satisfied with the outcome at Stage Three, you may request an internal review. A senior member of the Highgate Removals team, who has not previously been involved, will reconsider your complaint, the investigation and the decision reached. You should make your escalation request as soon as reasonably possible after receiving our initial response and clearly state why you remain dissatisfied.

Following this review, we will issue a final written response that confirms our position. This letter or email will set out whether we have changed our original decision and will explain the reasons in full.

Time Limits for Complaints

We encourage customers to raise complaints at the earliest opportunity, as delays can make it more difficult to obtain accurate information. For issues such as loss or damage to items during a move, please refer to our terms and conditions for any specific reporting timescales that may apply. Where a complaint is made outside of these periods, we will still consider it, but our ability to investigate fully may be limited.

Working Together to Improve Our Service

We value feedback and use every complaint as an opportunity to review and improve how we deliver removals and storage services. The information you provide helps us identify training needs, refine procedures and strengthen quality control across local and regional moves. By following this Complaints Procedure, we aim to resolve issues fairly and transparently while maintaining the high standards expected of a professional removals company.

If you have any questions about this Complaints Procedure or how it applies to your circumstances, please contact our team and we will be happy to provide further guidance.