Complaints Procedure
Movers Barnes Complaints Procedure
Movers Barnes is committed to providing a professional, reliable removals service to all customers. However, we recognise that, on occasion, things may not go to plan. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.
Our Commitment to You
We treat every complaint seriously and view feedback as an important opportunity to improve our services. Whether your concern relates to a local house move, long-distance relocation, packing service or storage arrangement, we will aim to resolve the matter fairly, promptly and transparently.
We will always:
Listen carefully to your concerns and treat you with respect.
Acknowledge your complaint promptly.
Investigate your complaint thoroughly and objectively.
Keep you informed about the progress of your complaint.
Provide a clear and reasoned response.
What Is a Complaint
A complaint is any expression of dissatisfaction about our removals or related services, whether justified or not, where you are seeking a response or resolution. This may include issues such as:
Service quality or conduct of our staff or contractors.
Damage to property or belongings during a move.
Delays, missed appointments or scheduling issues.
Billing, quotation or payment concerns.
Communication or administration problems.
We encourage you to raise concerns as soon as possible, so that we can address them quickly and effectively.
Stage 1: Informal Resolution
In many cases, complaints can be resolved informally and immediately. If you are unhappy with any aspect of our service, please speak directly to the team on site or your usual point of contact at Movers Barnes. They will do their best to resolve the matter straight away, for example by clarifying information, making adjustments on the day of the move, or arranging a suitable follow-up.
If you are not satisfied with the outcome at this stage, or would prefer not to discuss the matter informally, you may submit a formal complaint as described below.
Stage 2: Submitting a Formal Complaint
If your concern cannot be settled informally, you can submit a formal complaint in writing. Written complaints help us to understand your concerns clearly and keep an accurate record of the issue.
Please include the following information:
Your full name and preferred contact method.
Address of the property or properties involved in the removal.
The date of the service and any relevant reference numbers or booking details.
A clear description of your complaint, including what happened and when.
Details of any previous attempts to resolve the matter.
Any evidence that may assist us, such as photographs, inventories or correspondence.
On receipt of your written complaint, we will log it in our internal system for monitoring and review.
Acknowledgement and Timeframes
We aim to acknowledge all formal complaints within five working days of receipt. The acknowledgement will confirm that we have received your complaint, provide a reference for future communication, and outline the next steps.
We will aim to provide a full written response within 28 working days. If, due to the complexity of the case or the need to gather further information, we are unable to respond fully within this timeframe, we will inform you of the delay, explain the reasons and provide an updated timescale.
How We Investigate Complaints
Your complaint will be reviewed by an appropriate member of the management team who was not directly involved in the original issue, wherever possible. The investigation may include:
Reviewing your written complaint and any supporting evidence.
Checking internal records such as booking confirmations, inventories and job sheets.
Speaking with the staff members or contractors involved in your move.
Inspecting any reported damage, where relevant and practical.
Considering whether our policies, procedures or service standards were followed.
We assess each complaint on its individual facts, taking into account our obligations, industry standards and reasonable expectations of service for a professional removal company.
Our Response and Possible Outcomes
Once the investigation is complete, we will write to you with a clear explanation of our findings and the outcome. Where appropriate, this may include:
An explanation of what went wrong and why.
An apology, where we identify that our service has fallen below our standards.
Details of any remedial actions we will take, such as staff training or process changes.
Information about any offer of compensation or remedy, where applicable.
Where we do not uphold your complaint, we will explain our reasoning and the evidence considered, so that you understand how we reached our decision.
Stage 3: Escalation of Your Complaint
If you are dissatisfied with our formal response, you may request that your complaint is escalated for a further internal review. You should do this in writing, explaining why you remain unhappy with the outcome and what you would like us to reconsider.
An escalated review will usually be carried out by a more senior manager who has not previously been involved in the handling of your complaint. We will aim to complete this review and respond to you within 21 working days, or we will let you know if more time is required.
Further Options
Once our internal complaints process has been completed, we will confirm that you have reached the end of our procedure. At that point, if you remain unhappy, you may wish to seek independent advice on any further steps that may be available to you, depending on the nature of your complaint and the type of contract you have with us.
Recording and Using Complaint Information
Movers Barnes records and monitors complaints to help us identify trends, recurring issues and opportunities to improve our services. Data from complaints may be used to review our training, operational procedures and customer communication. Personal information will be handled in line with our data protection responsibilities.
Accessibility and Reasonable Adjustments
We want our Complaints Procedure to be accessible to all customers. If you require assistance in making a complaint or need us to provide information in an alternative format or through a different communication method, please let us know and we will make reasonable adjustments where possible.
Review of This Procedure
This Complaints Procedure is reviewed regularly to ensure it remains accurate, effective and aligned with good practice within the removals sector. We may update this page from time to time to reflect changes in our processes or regulatory requirements.
By outlining a clear, structured approach to handling complaints, Movers Barnes aims to give customers confidence that their concerns will be dealt with seriously, respectfully and fairly, wherever they use our moving services.
