Complaints Procedure for Hackney Removal Services

This complaints procedure explains how customers of our Hackney removal company can raise concerns about our services and how we will respond. Our aim is to resolve issues fairly, promptly, and transparently, whether they arise before, during, or after your move.

Our Commitment to Customer Care

We are committed to providing a reliable and professional removal service for customers in Hackney and surrounding areas. If we fall short of your expectations, we want to know so that we can put things right and improve our service. All complaints are taken seriously and handled in a respectful and confidential manner.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal, packing, storage, or related services, where you believe we have not met our agreed standards. This may include concerns about the conduct of our staff, the condition of your belongings, timings, communication, or how your booking was managed.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us fully understand the issue and keep a clear record of what has happened. Please include the following information to help us deal with your complaint efficiently:

Your full name
Your postal address
Details of your move, such as dates and collection and delivery locations
A clear description of what went wrong and when it occurred
Any supporting information, such as inventory details or photographs
What outcome you are seeking, where applicable

Please ensure your complaint is made as soon as possible after the issue arises, so that we can investigate while details are still fresh and records are readily available.

Time Limits for Raising a Complaint

We encourage customers to raise complaints promptly. In most cases, complaints should be raised within a reasonable period from the date of your move or from the date you became aware of the issue. The sooner we receive your complaint, the easier it is for us to investigate thoroughly and reach an appropriate resolution.

How We Will Handle Your Complaint

Stage 1: Acknowledgement
Once we receive your written complaint, we will acknowledge it in writing within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint and that it is being reviewed.

Stage 2: Investigation
Your complaint will be investigated by a responsible person who was not directly involved in the issue wherever possible. They may review paperwork such as your quotation, contract, inventory, and any correspondence, and may speak to team members who were involved in your move.

Stage 3: Response
After we have completed our investigation, we will provide you with a written response. This will set out our understanding of your complaint, the steps we have taken to investigate, our findings, and any actions we propose to resolve the matter. Where appropriate, we may offer an apology, an explanation, corrective action, or another form of resolution, depending on the circumstances.

Timescales for Response

We aim to deal with complaints as quickly as possible. While timescales can vary depending on the complexity of the issue, we will seek to provide a full written response within a reasonable period following acknowledgement. If we need more time to investigate, we will inform you and let you know when you can expect a final response.

Escalating Your Complaint

If you are not satisfied with our initial response, you may request that your complaint be reviewed again. In doing so, please explain why you are dissatisfied and what you feel has not been addressed. A more senior member of our team will then reconsider your complaint, review the investigation, and decide whether any further action is appropriate.

Following this review, we will provide a final written response. This will confirm our position and whether any further steps or remedies are available through our company processes.

Claims for Loss or Damage

If your complaint relates to loss of or damage to your belongings, it is important that you notify us as soon as possible. Please keep any damaged items and, where you can, provide photographs and a clear description of the damage. We will review the details against our service terms and any applicable cover that may apply to your move. Any assessment or settlement relating to loss or damage will be handled in line with those terms.

Confidentiality and Data Protection

All complaints will be handled in confidence and in accordance with applicable data protection laws. Information you provide will be used only for the purpose of investigating and resolving your complaint, for keeping internal records, and for improving our removal services in Hackney and nearby areas. We will not share your personal information unnecessarily or without a lawful reason.

Using Customer Feedback to Improve Our Service

We value feedback from our customers and treat complaints as an opportunity to review our performance and working practices. Where we identify that something has gone wrong, we will look at how we can prevent similar issues occurring again. This may involve reviewing staff training, updating our procedures for handling moves, or improving our communication with customers.

Professional and Fair Resolution

Our aim is always to resolve complaints in a fair and reasonable way, taking into account the specific circumstances of your move, the services agreed, and any relevant terms and conditions. While not every outcome may meet every expectation, we will explain our reasoning and the basis for any decision we reach.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective, and appropriate for our removal services. We may update it from time to time to reflect changes in our operations, relevant regulations, or best practice. The version available at the time you make your complaint will apply to your case.