Hackney Removals Complaints Procedure

Hackney Removals is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right where possible and learn from your experience. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair process for raising complaints about our services, including home removals, office moves, packing, storage handling and related activities. It sets out the steps we will follow, the timescales we aim to meet, and how we will keep you informed throughout. This procedure applies to all customers who have used, or attempted to use, our services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response from us. This may include, but is not limited to:

Concerns about the standard of our removals, packing or delivery services. Issues regarding punctuality, communication or conduct of our staff. Disputes about charges or information you believe was unclear or misleading. Problems relating to loss, damage or handling of your belongings. Any aspect of our service that you believe fell below your reasonable expectations.

If you are unsure whether your concern is a complaint, please raise it with us and we will guide you through the appropriate process.

How to Make a Complaint

You can make a complaint in writing or verbally. To help us investigate your concerns efficiently, please provide the following information where possible:

Your full name and the address where the removal service was carried out. The date of your removal or the date the issue occurred. A clear description of what went wrong and how it has affected you. Any relevant reference numbers or booking details. Any photographs, inventory notes or other documents that support your complaint. Details of what outcome you are seeking, such as an explanation, apology or remedial action.

We strongly encourage complaints to be made in writing, as this helps to avoid misunderstandings and allows us to keep a clear record of the issues raised and our responses.

Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will record it in our internal system. We aim to acknowledge your complaint within five working days. In this acknowledgement, we will confirm that we have received your complaint, outline the next steps and provide an approximate timescale for our investigation and response.

Stage 2: Investigation

Your complaint will be passed to an appropriate member of our management team who has the authority and knowledge to review your concerns. They may contact you to request further information or clarification. As part of the investigation, we may:

Review your booking records, inventory and any written correspondence. Speak with the crew members or staff involved in your move. Examine photographs, delivery notes and any damage reports. Assess whether our service met our internal standards and commitments.

We aim to complete our investigation and provide a written response within 20 working days of acknowledging your complaint. If we are unable to meet this timescale, for example due to the complexity of the issues raised, we will update you and explain when you can reasonably expect a full response.

Stage 3: Outcome and Response

At the conclusion of our investigation, we will send you a written response setting out:

A summary of your complaint and the issues we have considered. The findings of our investigation, including any evidence we have relied upon. Our decision on whether your complaint is upheld, partially upheld or not upheld. Any actions we propose to take, such as an apology, corrective steps, service improvement measures or, where appropriate, financial redress in line with our terms and conditions.

We will explain the reasons for our decision in clear and straightforward language.

If You Remain Dissatisfied

If you are not satisfied with our Stage 3 response, you may request a further review. This request should be made in writing within 14 days of receiving our decision, setting out why you disagree with the outcome and providing any additional information you would like us to consider.

A different senior member of our team will then review your complaint, our original investigation and response. They may contact you for further clarification. We aim to complete this review and provide a final written response within 20 working days of receiving your request for a review.

Timescales and Extensions

The timescales set out in this procedure are targets that we strive to meet in all cases. In some circumstances, such as complex complaints or where we need information from third parties, it may take longer to investigate fully. Where an extension is necessary, we will explain the reason, confirm the revised timescale and keep you updated on progress.

Fairness, Confidentiality and Record Keeping

All complaints are handled fairly, objectively and without discrimination. Your complaint will not affect the way we provide current or future services to you. We treat all information you provide as confidential and use it only for the purposes of investigating and responding to your complaint, subject to any legal or regulatory obligations.

We keep a record of all complaints, investigations and outcomes. These records help us monitor our performance, identify recurring issues and make improvements to our removals and related services across our operating area.

Using Complaints to Improve Our Service

Feedback from complaints is an important part of how we maintain and improve the quality of our work. We routinely review complaint data to identify trends, training needs and opportunities to update our procedures, equipment and customer communication. Our aim is to ensure that every move we carry out is as safe, efficient and stress free as possible.

By following this procedure, we hope to resolve any concerns promptly and fairly, while demonstrating our commitment to high standards in all aspects of our removals services.