Hackney Removals Complaints Procedure

Hackney Removals is committed to providing a reliable, professional removals service. We recognise that, on occasion, things may not go as planned. When this happens, 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 at each stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to give you a clear, fair and straightforward process for making a complaint about any aspect of our removals, packing, storage or related services. It also explains how Hackney Removals will investigate and resolve complaints within reasonable timeframes.

This procedure applies to all customers who have used our services or have a confirmed booking with us. It covers concerns about customer service, conduct of staff or contractors, handling of belongings, punctuality, administration, billing, and any other part of our home or office removal operations.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, where you would like us to review what has happened and provide an explanation, resolution or apology. You do not need to use specific words or formal language for your concern to be treated as a complaint.

We distinguish between the following:

Service enquiries: requests for information, clarification or minor issues that can be resolved immediately.

Formal complaints: issues that require investigation, a written response or further review.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us in writing or by speaking to a member of our team. Where possible, we encourage you to provide your complaint in writing, as this helps us keep a clear record of the details and ensure nothing is missed.

When making a complaint, please provide the following information so that we can investigate effectively:

Your full name and contact details.

Your booking reference or removal date.

A clear description of what went wrong, including relevant dates and times.

Names of any staff members involved, if known.

Any supporting information you feel is relevant, such as inventories, photographs or written notes.

If you need assistance setting out your complaint, our team will be happy to help you record the details.

Stage One: Initial Response and Informal Resolution

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. We aim to do this within a few working days. In many cases, issues can be resolved quickly at this stage by the team member or manager responsible for your move.

At Stage One, we will:

Listen carefully to your concerns and clarify any points if needed.

Review the information available, including job notes and relevant documentation.

Where possible, offer an explanation, apology and practical solution.

We aim to resolve most complaints at this informal stage. If you are satisfied with the outcome, the matter will be considered closed. If you remain unhappy, you may ask for your complaint to be escalated to Stage Two.

Stage Two: Formal Investigation

If your complaint cannot be resolved informally, or if it involves more complex issues, it will be treated as a formal complaint and passed to a senior member of staff for investigation.

At Stage Two, we will:

Acknowledge that your complaint is being formally investigated.

Review your account of events and any evidence you have provided.

Examine internal records, job sheets and staff statements where appropriate.

Assess whether our procedures were followed and whether our service met our usual standards.

We will then provide you with a written response setting out:

Our understanding of your complaint.

The steps we have taken to investigate.

Our findings and decision.

Any offer of remedial action, goodwill gesture or other resolution, where appropriate.

We aim to complete a formal investigation and respond within a reasonable timeframe, taking into account the complexity of the issues raised.

Outcomes and Possible Resolutions

Depending on the nature of your complaint and the outcome of our investigation, we may:

Offer a clear explanation of what happened and why.

Provide a written apology where we have fallen short of our standards.

Take corrective action, such as staff training or changes to our procedures.

Offer practical solutions where possible, subject to our terms and conditions.

Consider financial remedies, goodwill gestures or other appropriate forms of redress, in line with our contractual obligations and any applicable policies.

Timescales and Communication

We aim to handle complaints promptly and keep you informed throughout. If, due to the complexity of the issues or availability of information, we expect our investigation to take longer than usual, we will let you know and provide an updated timescale.

We will communicate in a clear and courteous manner and will use plain language so that our responses are easy to understand.

Your Responsibilities When Raising a Complaint

In order to help us deal with your complaint efficiently, we ask that you:

Raise any concerns as soon as reasonably possible after the issue arises.

Provide accurate and complete information to the best of your knowledge.

Treat our staff with respect and allow them a fair opportunity to investigate.

Engage with the process and consider our proposed resolutions in good faith.

Learning From Complaints

Hackney Removals views complaints as an important source of feedback. We regularly review complaints to identify patterns, recurring issues and opportunities to improve our services. Where appropriate, we use this information to refine our training, update procedures and enhance the customer experience for future moves.

Review of This Procedure

This complaints procedure is kept under regular review to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our operations, industry standards or applicable guidance. The most recent version will always apply to new complaints received.

If you have any questions about this complaints procedure or need assistance in raising a concern, please contact our team and we will be happy to help.