Barking Removals Complaints Procedure

At Barking Removals, we aim to provide a reliable, stress-free moving experience for every customer. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our removals or related services, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

This procedure is designed to give customers a clear and fair way to tell us when they are unhappy with any aspect of our service. It applies to all services carried out by Barking Removals, including domestic and commercial moves, packing and unpacking, storage handling, and any additional services linked to your removal.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether you feel we have:

Failed to deliver the agreed service

Delivered the service late, or not to the expected standard

Caused damage to property or belongings during a move

Failed to communicate clearly or acted in a way you consider unprofessional

Given information that you believe to be inaccurate or misleading

We welcome feedback of all kinds, whether positive or negative, and treat all complaints seriously.

How to Make a Complaint

You can raise a complaint using any written method that is convenient to you. When you contact us, please provide as much detail as possible so we can fully understand and investigate your concerns. Helpful information includes:

Your full name and contact details

Your move date and service details

Addresses involved in the move

A clear description of what went wrong and when it occurred

Any supporting information such as photographs, inventories, or written notes

If your complaint relates to loss or damage, please let us know as soon as you become aware of the issue and retain all relevant items and packaging until the matter has been resolved.

Timescales for Raising a Complaint

To help us investigate effectively, we ask that you raise your complaint as soon as reasonably possible after the event. Where your complaint involves alleged damage or loss of items, we recommend that you notify us within a reasonable period from the date of your move or the date you first discovered the issue.

Our Step-by-Step Complaints Process

1. Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it in writing within a reasonable period. Our acknowledgement will confirm that we have received your complaint and outline the next steps in the process.

2. Initial Assessment

A member of our team will review your complaint and the relevant records such as booking details, removal notes, staff reports, and any photographic evidence. Where necessary, we may contact you to clarify points or request additional information.

3. Investigation

We will carry out a fair and thorough investigation. This may include speaking to the crew members involved in your move, checking route plans, reviewing recorded communication, and examining inventory or condition reports. Our aim is to understand what happened, why it happened, and how we can put it right.

4. Response and Proposed Resolution

After we have completed our investigation, we will send you a written response. This will normally include:

A summary of your complaint

Details of what we have investigated

Our findings and conclusion

Any proposed resolution or next steps

Where we find that we are at fault, we will explain this clearly and outline how we propose to remedy the situation. Depending on the nature of the complaint, this may include an apology, service rectification, or other appropriate remedies in line with our terms of business.

Timeframe for Our Final Response

We aim to provide a full written response within a reasonable and proportionate timeframe, taking into account the complexity of the issues raised and the availability of information. If we cannot complete our investigation within our usual timescale, we will let you know and provide an updated timeframe along with the reasons for the delay.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may ask us to review your complaint again. In this case, your complaint will be reconsidered by a senior member of our team who was not directly involved in the original investigation, where possible. They will reassess the matter and provide a further written response explaining their conclusions.

Fair Treatment and Confidentiality

All complaints are handled in a professional, respectful, and impartial manner. Raising a complaint will not affect the way we treat you as a customer. We will only share information about your complaint with those who need it in order to investigate and resolve the matter. We handle all personal data in line with our privacy commitments and applicable data protection laws.

Learning from Complaints

We view complaints as an important opportunity to improve our services across the areas we cover. Each complaint is reviewed to identify any patterns, training needs, or process changes that could help prevent similar issues from occurring in future. Where appropriate, we update our procedures and staff guidance to reflect what we have learned.

Accessibility and Support

If you require assistance in making a complaint, or need information in an alternative format, please let us know when you contact us. We will do our best to make the process as straightforward and accessible as possible.

Ongoing Communication

Throughout the complaints process, we aim to keep you informed of progress and any significant developments. If at any point you feel that you do not understand what is happening or what will happen next, you are welcome to ask for clarification. Our goal is to resolve issues in a way that is clear, transparent, and fair to all parties.