Complaints Procedure

Complaints Procedure for Our Hammersmith Removal Service

We are committed to providing reliable, professional removal services in Hammersmith and the surrounding areas. However, we recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will handle your complaint, and what you can expect from us at each stage of the process.

Our Commitment to You

We take all complaints seriously and treat them as an opportunity to improve our moving and storage services. We aim to resolve problems promptly, fairly, and consistently. We will always handle your complaint with respect, discretion, and professionalism.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our work, our staff, or the service you have received, whether the move took place in Hammersmith or elsewhere. This may include:

Service delays or missed appointments on moving day. Damage to property, belongings, or premises. Conduct, attitude, or behaviour of our removal team. Errors in booking, paperwork, or invoicing. Any other concern about the quality of our removal services.

We encourage you to raise issues as soon as possible so that we can resolve them quickly and effectively.

How to Make a Complaint

You can make a complaint in writing. Please provide as much detail as possible so that we can investigate thoroughly. When submitting your complaint, include:

Your full name and the address where the removal service took place. The date of your move or the date of the incident. A clear description of what went wrong and how it has affected you. Any supporting information, such as photographs of damage or copies of relevant documents. What outcome or resolution you are seeking, if you have a preference.

We recommend raising your complaint in writing so there is a clear record of what has been reported and when.

Timescales for Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We aim to do this within five working days. Our acknowledgement will confirm that we have received your complaint, state who is handling it, and outline the next steps in the process.

How We Investigate Complaints

Your complaint will be investigated by a manager or senior member of our team who was not directly involved in the incident wherever possible. They may:

Review your booking records, inventory, and any relevant paperwork. Speak with staff members who were present during your move. Examine any photographs, reports, or other evidence provided. Arrange to visit the property or inspect items if necessary.

We will always aim to complete our investigation thoroughly and fairly, taking into account all the information you have provided as well as our own records.

Our Response and Possible Outcomes

After investigating your complaint, we will send you a written response. We aim to provide this within 28 days of acknowledging your complaint. If we need more time due to the complexity of the issue, we will explain the reasons and give you an updated timescale.

Our written response will generally include:

A summary of your complaint as we understand it. Details of the investigation we have carried out. Our findings and our decision. Any steps we will take to put things right, where appropriate.

Depending on the circumstances, outcomes may include an explanation or apology, service corrections, remedial action, or, where justified, financial redress in line with our terms and conditions.

If You Are Not Satisfied

If you remain unhappy with our response, you may ask for your complaint to be reviewed. You should do this in writing, explaining why you disagree with our decision or how you feel your complaint has not been fully resolved.

A more senior manager who was not involved in the original investigation will review your case. They will look again at all available evidence, consider any additional information you have provided, and issue a final written decision.

Complaints Regarding Loss or Damage

Where your complaint involves loss or damage to your belongings during a move to or from the Hammersmith area, it is important that you notify us as soon as possible. Time limits set out in our terms and conditions and any applicable insurance policy may apply.

We may ask you to provide photographs, purchase receipts, or repair estimates to support your claim. Any settlement will be handled in line with our contractual obligations and the level of cover in place at the time of your removal.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared internally with staff members who need it to investigate and resolve your complaint. We store and process your personal data in accordance with relevant data protection laws and our privacy practices.

Using Feedback to Improve Our Service

We regularly review complaints and feedback to identify patterns or recurring issues, whether they relate to moves in Hammersmith or in other areas we serve. This helps us improve training, refine our procedures, and enhance the overall quality of our removal services.

By following this Complaints Procedure, we aim to provide a clear, fair, and accessible route for you to raise concerns and have them addressed properly. Your trust is important to us, and we will always do our best to restore your confidence in our service.