Complaints Procedure

Hammersmith Removals Complaints Procedure

Hammersmith Removals is committed to delivering a reliable, professional and courteous removals and storage service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure sets out how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose and Scope

This procedure applies to all domestic and commercial customers who use our removal, packing, storage, or related services. It covers complaints about our service quality, staff conduct, handling of your belongings, communication, and any aspect of your move or booking experience.

We aim to resolve issues as quickly as possible, ideally at the time they occur. However, if a problem cannot be resolved immediately, this procedure explains how we will manage your complaint in a clear and fair manner.

Making a Complaint

You can raise a complaint in writing or verbally. To help us deal with your concerns efficiently, please provide:

1. Your full name and contact details
2. Your service date and reference or booking details
3. A clear description of what went wrong and when it happened
4. Details of any staff members involved, if known
5. Any evidence that supports your complaint, such as photographs, inventories, or correspondence
6. What outcome or resolution you are seeking

If you raise your complaint during the move itself, please speak to the team leader on site in the first instance. Many issues can be resolved quickly when they are brought to our attention at the time.

Time Limits for Complaints

We ask that you submit any complaint as soon as possible, and in any event within 7 days of the service being completed. For issues involving potential loss or damage to goods, we recommend that you notify us within 72 hours of delivery so that we can investigate promptly and, where applicable, liaise with our insurers.

Acknowledgement of Your Complaint

Once we receive your complaint, we will:

1. Record the details in our internal complaints log
2. Assign a person responsible for handling the matter
3. Acknowledge receipt of your complaint within 5 working days

In our acknowledgement, we will confirm how we will contact you, what further information we may need, and the expected timescale for our investigation.

How We Investigate

Our investigation will be proportionate to the nature and complexity of your complaint. It may include:

1. Reviewing your booking details, inventory, and any signed documentation
2. Taking statements from our staff involved in your move
3. Examining photographs, condition reports or other evidence provided
4. Inspecting any reported damage to property or belongings, where relevant
5. Considering whether our procedures were followed correctly

We will aim to carry out our investigation in an impartial and objective way, giving fair consideration to both your account and the information provided by our team.

Response Timescales

We aim to provide a full written response to your complaint within 15 working days from the date of acknowledgement. If, for any reason, we anticipate that our investigation will take longer, we will inform you, explain the reason for the delay, and provide a revised timescale.

Our Decision and Outcomes

When our investigation is complete, we will write to you with:

1. A summary of the complaint raised
2. The findings of our investigation
3. Our decision and the reasons for it
4. Any proposed resolution or remedial action

Depending on the circumstances, possible outcomes may include an apology, service explanation, corrective action, staff training, or a gesture of goodwill. Where a claim for loss or damage is involved, this may also include reference to any applicable insurance or contractual terms.

If You Are Not Satisfied

If you are unhappy with our final response, you may request that your complaint is reviewed by a senior manager not previously involved in the investigation. This review will focus on whether the complaint was handled fairly, thoroughly, and in line with this procedure.

We will aim to complete this internal review and provide a further response within 10 working days of receiving your request for escalation.

Recording and Using Complaint Information

We keep a record of all complaints, including the nature of the issue, how it was resolved, and any lessons learned. This information is used to:

1. Monitor trends or recurring issues
2. Improve staff training and supervision
3. Review and strengthen our operational procedures
4. Enhance the overall quality and reliability of our removals service

By learning from complaints, we aim to prevent similar issues from arising in future and to continually improve the experience of customers planning a move in our service area.

Customer Responsibilities

To help us resolve matters efficiently, we ask that you:

1. Provide accurate and complete information when making a complaint
2. Respond promptly to any requests for further details
3. Treat our staff with respect while the complaint is being investigated
4. Follow any reasonable instructions we give for inspecting or assessing goods

We are committed to treating all customers fairly and handling each complaint with respect and professionalism. In return, we expect our staff to be treated in the same way.

Review of This Procedure

Hammersmith Removals reviews this Complaints Procedure regularly to ensure it remains clear, effective and in line with best practice for the removals industry. Any updates will apply to future complaints and will be made available as part of our standard customer information.

We value your feedback, whether positive or negative, and view complaints as an important opportunity to improve the quality and consistency of our removals services.