Complaints Procedure for Removals Hackney Customers

Removals Hackney is committed to providing a professional and reliable removals service for customers throughout Hackney and the surrounding London areas. If something goes wrong, we want to know about it so that we can put matters right and improve our services. 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 Handling Complaints

We treat all complaints seriously and aim to resolve issues fairly, consistently, and as quickly as possible. Every complaint is an opportunity for us to learn and to improve how we manage moves, packing, storage coordination, and any other removal-related services we provide.

We aim to:

Respond to your complaint in a clear and respectful manner, keep you informed throughout the process, investigate thoroughly and impartially, and offer appropriate resolutions where we have made a mistake.

What Counts as a Complaint

You may wish to make a complaint if you are dissatisfied with any aspect of our service, including but not limited to:

Delays or missed arrival times on moving day, conduct or behaviour of our removal team, damage or loss of your belongings, issues with packing or unpacking services, problems with estimated timescales or quoted charges, or communication and customer service concerns before, during, or after your move.

If you are unsure whether your concern qualifies as a complaint, raise it with us and we will guide you through the appropriate steps.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we will always try to resolve issues raised in conversation, we recommend submitting your complaint in writing so that we can keep a clear record of what has happened and respond more effectively.

When making a complaint, please provide as much detail as possible, including:

Your full name and contact details, your service date and address of the removal job, a clear description of what went wrong, including relevant dates and times, names or descriptions of any staff involved, if known, any supporting information you may have, such as photographs of damage or copies of paperwork, and what you would consider to be a fair outcome or resolution.

The more information you provide at the outset, the easier it is for us to investigate and respond promptly.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and carry out an initial review. We will acknowledge your complaint within a reasonable timeframe and let you know who will be handling it.

During this initial stage we may contact you to clarify any details and to ensure we fully understand the nature of your concern. We may also ask for any additional information that will help us investigate, such as photographs of damage to items or property.

Stage Two: Investigation and Response

Your complaint will be investigated by a manager or senior member of staff who was not directly responsible for the issue raised, wherever possible. The investigation may include:

Reviewing booking details, inventories, and job sheets, speaking with the team members involved in your move, assessing any photographs or other evidence, and checking any relevant internal policies, including handling and packing procedures.

Once the investigation is complete, we will send you a written response. This will explain our findings, whether your complaint has been upheld in full, in part, or not upheld, any actions we have taken or will take to resolve the issue, and any changes we intend to make to reduce the risk of similar problems occurring in future.

Possible Outcomes and Resolutions

Where we identify that our service has fallen below the standards you are entitled to expect, we will seek to offer a fair and appropriate resolution. Depending on the circumstances, this may include:

A sincere apology and explanation of what went wrong, corrective action, such as arranging remedial work where appropriate, a goodwill gesture where justified by the impact of the issue, or guidance on how to make a claim in respect of loss or damage where this is covered under our terms and any applicable insurance arrangements.

Any offer of resolution will take into account the nature of the problem, the impact on your move, and any supporting evidence provided.

Stage Three: Escalation of Your Complaint

If you are not satisfied with the outcome of Stage Two, you can request that your complaint be escalated. Your case will then be reviewed by a senior decision-maker who was not involved in the original investigation.

During this escalation review, we will:

Reassess the information gathered at Stage Two, consider any additional comments or evidence you provide, and check that our procedures have been followed correctly and fairly.

Following this review, we will issue a final written response, confirming our position and any further actions we are prepared to take.

Your Responsibilities When Making a Complaint

We ask that you raise your concerns as soon as possible after the issue arises, provide accurate and complete information, respond promptly to any requests for further details, and treat our staff courteously and respectfully throughout the process.

Cooperation from both sides helps to resolve complaints more quickly and constructively.

Continuous Improvement

All complaints are recorded and regularly reviewed to identify trends and areas where our services can be improved. This may include further training for our teams, updates to our procedures for handling items, or improvements in communication before and during moves in Hackney and nearby locations.

By following this complaints procedure, we aim to protect your interests as a customer and maintain high standards across all of our removal services.