Hackney Removals Complaints Procedure

Hackney Removals is committed to providing a reliable, professional moving service. 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 respond, and what you can expect from us at each stage.

1. Purpose of this complaints procedure

The purpose of this procedure is to give customers a clear and fair route to raise complaints about any aspect of our removal services, from initial quotation through to delivery and any aftercare. It also helps us identify areas for improvement in our local operations.

This procedure applies to all domestic and commercial customers who have used Hackney Removals for moving, packing, storage, or related services.

2. What counts as a complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service you have received from Hackney Removals or anyone acting on our behalf. This may include, but is not limited to:

Service quality, such as delays, missed appointments, or issues with how your belongings were handled.

Conduct or behaviour of our staff or subcontractors during quotation, packing, loading, transport, or unloading.

Accuracy of information given during booking, scheduling, or invoicing.

Problems with how your enquiry or request for support was dealt with after your move.

This procedure is not intended for routine service queries or requests, such as amending a booking or asking for additional information. Those should be raised with our customer service team in the usual way.

3. How to make a complaint

You may raise a complaint as soon as you become aware of a problem. The sooner you contact us, the easier it is for us to investigate and resolve matters fairly.

You can make a complaint in the following ways:

Verbally, to a member of our team at the time of your move, so that they can try to resolve the issue on the spot where possible.

In writing, setting out clearly what has happened and what outcome you are seeking. Written complaints help us keep an accurate record and ensure nothing is overlooked during our investigation.

Please include the following information when raising a complaint:

Your full name and the address where the move took place.

The date of your move or the relevant service.

Any reference numbers provided on your quotation or invoice.

A clear description of what went wrong, including dates, times, and names of staff where possible.

Details of any immediate steps taken or any discussions already held with our team.

4. Our approach to handling complaints

We aim to handle every complaint promptly, fairly, and consistently. Our objectives are to:

Listen carefully and understand the details of your concern.

Investigate the facts objectively, including speaking to relevant staff and reviewing records.

Keep you informed about the progress of your complaint.

Provide a clear written outcome and, where appropriate, offer a remedy.

Use what we learn to improve our services for future customers in our service area.

5. Complaints handling stages and timeframes

We aim to acknowledge every complaint within a reasonable period of receiving it. This acknowledgement will confirm that we have received your complaint and let you know the next steps.

An initial review will be carried out by a member of our management team who is independent of the events complained about, wherever practicable. They will gather information from staff, review documentation such as job sheets or inventories, and, if necessary, ask you for further details to clarify specific points.

Following this investigation, we will provide a written response. This response will explain our understanding of your complaint, the findings of our investigation, and any decision we have reached. If we uphold your complaint in full or in part, we will also explain any actions we propose to take.

While we always aim to resolve matters as quickly as possible, more complex issues, such as those involving potential loss or damage to goods, may take longer to investigate. If we need additional time, we will inform you and give an estimated timescale for our final response.

6. Possible outcomes and remedies

Depending on the nature of your complaint and the outcome of our investigation, possible remedies may include:

A clear explanation or apology, where service standards have not been met.

Practical steps to put matters right, where reasonably possible.

Reviewing our internal procedures or staff training to prevent similar issues arising for future moves in our area.

Any financial or other compensation will be considered in line with our terms and conditions, including any limitations of liability and insurance arrangements discussed at the time of booking.

7. If you remain dissatisfied

If you are not satisfied with our written response, you may request a further review. In your request, please explain why you disagree with our findings or decision and provide any additional information you believe is relevant.

Where possible, a senior member of our management team, who has not been involved in the earlier stages, will undertake this review. They will consider the original complaint, the investigation, and your reasons for remaining dissatisfied before issuing a final response.

8. Confidentiality and data protection

All complaints are handled in confidence. Information you provide will be used solely for the purpose of investigating and resolving your complaint, training our staff, and improving the quality of our removal services. Any personal data processed as part of the complaints process will be handled in accordance with our data protection obligations.

9. Continuous improvement

Hackney Removals views complaints as an opportunity to review and strengthen how we operate across our service area. We regularly analyse complaint trends, where volumes allow, to identify recurring issues and make practical improvements to our procedures, staff training, and customer communications.

By following this Complaints Procedure, you help us to address your concerns fairly and to improve the moving experience for our future customers.