Barbican Removals Complaints Procedure

Barbican Removals is committed to providing a reliable, professional removal and relocation service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right where possible and improve our services for the future.

This complaints procedure explains how you can raise a concern about our removal services, what you can expect from us at each stage, and how we will work with you to reach a fair outcome.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for customers who wish to complain about any aspect of our work, including but not limited to home moves, office relocations, packing, storage, or associated services. It applies to all customers who have booked or received services from Barbican Removals.

We aim to handle all complaints in a way that is fair, consistent, timely, and respectful. Your feedback, whether positive or negative, helps us maintain high standards and continue improving our removals operations across the areas we serve.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received or expected to receive from Barbican Removals. This can include:

Issues with booking arrangements, collection, loading, transportation, or delivery of your belongings. Concerns about the conduct, performance, or attitude of our staff or subcontractors. Problems with timekeeping, missed appointments, or delays. Issues relating to packing, unpacking, or handling of items. Concerns about the accuracy of quotations, invoicing, or charges. Any other matter where you feel our service fell below the standard you reasonably expected.

Raising a concern does not affect your statutory rights.

How to Make a Complaint

You can raise a complaint in writing or verbally. We encourage you to submit your complaint in writing wherever possible, as this helps ensure that all details are recorded clearly and allows us to investigate more effectively.

When you contact us to make a complaint, please provide as much of the following information as you can:

Your full name and the address where the removal service took place. The date of your move or the date of the incident you are complaining about. A clear description of what went wrong and when it happened. Any relevant reference numbers or job details that were provided to you. Details of any losses, damage, or inconvenience you have experienced. Copies of any supporting documents you consider relevant, such as inventory lists, photographs, or correspondence.

If you need assistance in making a complaint, please let us know and we will do our best to support you.

Timescales for Submitting a Complaint

We ask that complaints are raised as soon as reasonably possible after the issue occurs, so that we can investigate while information is still current. In cases involving alleged damage or loss of items, you should notify us promptly after delivery and as soon as you become aware of the problem.

While we will consider all complaints, delays in reporting an issue may affect the availability of evidence and could impact the options available for resolution.

How We Will Handle Your Complaint

Once we receive your complaint, it will be logged and allocated to an appropriate member of the management team for review. Our handling process generally follows these stages:

Acknowledgement. We will acknowledge your complaint and confirm that it is being investigated. We will usually do this within a reasonable period of receiving your complaint. Initial review. We will review the details you have provided, along with any records we hold relating to your booking, the move itself, and communications with our staff. Investigation. We may contact you to request further information or clarification. We may also speak with the staff involved, review route logs, job sheets, photographs, and other relevant evidence. Assessment. We will consider what happened, whether our service met our usual standards and obligations, and what steps should be taken to put matters right where appropriate. Response. Once our investigation is complete, we will provide you with a written or verbal response setting out our findings, any proposed remedy, and the reasons for our decision.

We aim to resolve complaints as quickly as possible. The exact timescale will depend on the complexity of the matter and whether additional information is required, for example in cases involving alleged damage or loss.

Possible Outcomes and Remedies

Depending on the nature and circumstances of your complaint, potential outcomes may include:

An explanation or further information about what occurred during your move. An apology where our service has fallen below the standards we aim to provide. Practical steps to remedy the issue where still possible, such as arranging a revisit or corrective action. Consideration of appropriate financial remedies in line with our terms and conditions and any applicable insurance cover, particularly in relation to loss of or damage to goods.

Any remedy offered will take into account the evidence available, the extent of any loss or inconvenience suffered, and our contractual and legal responsibilities.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint, you should contact us to explain why you remain dissatisfied. Where appropriate, we may arrange for a further review of the decision by a senior manager who was not involved in the original handling of your complaint.

We will then confirm whether our original position is upheld or whether any change to our decision or proposed remedy is appropriate. This will represent our final internal position on your complaint.

Our Commitment to Continuous Improvement

All complaints, whether upheld or not, are recorded and monitored by Barbican Removals. We use this information to identify trends, recurring issues, or areas where additional training, process changes, or service improvements are needed across the locations in which we operate.

By raising a complaint, you help us improve our moving and relocation services for all customers. We appreciate the opportunity to address any concerns and are committed to dealing with every complaint in a professional, fair, and constructive manner.