Complaints Procedure
Barnes Movers Complaints Procedure
Barnes Movers is committed to providing a professional and reliable removals service. We recognise that, on rare occasions, things may not go as planned. When this happens, we want to know about it so that we can put things right and continually improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment To You
We take all complaints seriously, whether they relate to home moves, office relocations, packing services, storage, or any other part of our work. Our aims are to handle your complaint fairly, promptly and consistently, to keep you informed throughout the process, and to use your feedback to enhance our removal services.
We will always treat you with courtesy and respect. In return, we ask that our team is treated in the same way while we work with you to resolve any issues.
What Is A Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, equipment, conduct on site, communication, or the way we have handled an earlier concern. You can complain about matters such as delays, damage to property or belongings, missed appointments, billing disputes, or the behaviour of our personnel during your move.
We encourage you to raise any concern as soon as possible so that we can investigate while the details are still clear and relevant information is readily available.
How To Make A Complaint
You can make a complaint verbally or in writing. Verbal complaints can be made to our team while they are on site or to our office. For complaints involving service quality, alleged damage, loss or insurance-related matters, we recommend putting your complaint in writing so there is a clear record of the issues you wish to raise.
When you contact us about a complaint, please provide your full name, your service address, the date of your move or booking, any reference numbers you have been given, a clear description of what went wrong, and details of any financial loss or damage you believe you have suffered. The more information you are able to provide, the easier it will be for us to investigate and respond thoroughly.
Time Limits For Complaints
To enable effective investigation, we ask that complaints relating to our removal and storage services are raised as soon as reasonably possible. For damage to property or contents, you should notify us as soon as you become aware of it. If your complaint concerns the conduct of staff or the performance of a particular move, it is helpful if you contact us within a short period of the service date so that we can gather accurate statements and evidence.
Stage One: Acknowledgement And Initial Review
Once we receive your complaint, we will record it and arrange for an initial review. We will acknowledge your complaint and confirm that it is being investigated. During this stage, we may contact you to clarify details, request photographs of any alleged damage, or ask for supporting documents such as inventory lists or move confirmations.
We aim to complete this initial review promptly. If we are able to resolve your concern quickly, we will explain what happened, what we have done to put things right, and any steps we will take to prevent a repeat occurrence.
Stage Two: Formal Investigation
If your complaint cannot be resolved at the initial stage, it will move to a more detailed investigation carried out by a senior member of our team. This may involve speaking with the crew involved, reviewing job sheets, vehicle tracking data, booking records, photographs and any other relevant information.
Our objective is to reach a clear, fair view of what has occurred. We will consider all available evidence and any relevant terms and conditions that applied to your move. Once the investigation is complete, we will send you a written response setting out our findings, any offer of remedy where appropriate, and the reasons for our decision.
Possible Outcomes And Remedies
Depending on the nature of your complaint and the outcome of the investigation, possible resolutions may include an apology and explanation, corrective action for future services, review of our internal procedures, staff training, or a financial remedy where this is appropriate and supported by evidence and our contractual terms.
If damage to goods or property is involved, any compensation will be considered in line with our terms of business, inventory records, declared values, and any applicable insurance cover. In some cases, we may arrange for repairs or replacement rather than a cash payment.
Escalating Your Complaint
If you are dissatisfied with our response at the conclusion of the formal investigation, you may request that your complaint is reviewed again by a different senior member of the company, where available. You should clearly explain why you are not satisfied with the previous outcome and specify any points you believe have not been properly considered.
We will review your request, reassess the information already gathered, and consider any new information you provide. Once this further review is complete, we will issue a final response, which will set out our position and any final offer of resolution.
Confidentiality And Data Protection
All complaints will be handled with appropriate confidentiality. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, or meeting any legal or regulatory obligations. We will store and process your information in line with our data protection responsibilities.
Learning From Complaints
At Barnes Movers, we see complaints as an opportunity to improve our removals and storage services. We may review complaint records to identify patterns or recurring issues and to guide staff training, process updates and investment in equipment. Your feedback helps us maintain high standards of care during every stage of your move.
By following this complaints procedure, we aim to provide a clear, fair and efficient way for you to raise concerns and for us to respond constructively. Barnes Movers is committed to resolving problems wherever possible and to building long-term trust with our customers.
