Hanwell Removals Complaints Procedure
Hanwell Removals is committed to providing a reliable and professional removals service for homes and businesses. We aim to deliver a smooth and stress-free moving experience, but we understand that occasionally things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We treat every complaint seriously and use the information to improve our services across all areas where we operate. Our objectives when handling a complaint are to:
Listen carefully to your concerns and understand what has gone wrong.
Investigate the situation fairly and thoroughly.
Provide a clear explanation of what we find.
Offer an appropriate remedy where we are at fault.
Use feedback to improve our removals and storage services for future customers.
What Is a Complaint
A complaint is any expression of dissatisfaction about our removals, packing, storage, delivery, or customer service, where you would like a response or resolution. This may include, for example:
Concerns about the conduct, punctuality, or attitude of our moving team.
Issues relating to how your belongings were handled or protected.
Concerns about damage, loss, or missing items during your move.
Disputes about charges, quotations, or changes to the agreed work.
Problems with communication, scheduling, or administration of your booking.
You do not need to use any special wording to make a complaint. If you tell us you are unhappy and want us to look into it, we will treat this as a complaint.
How to Make a Complaint
You can raise a complaint in writing or verbally. So that we can investigate 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 move and any relevant reference number you may have.
A clear description of what went wrong and when it happened.
Details of any items involved, including photographs if relevant.
What you would like us to do to resolve the matter.
If you are raising the complaint on behalf of someone else, please confirm that you have their permission to act for them.
Time Limits for Making a Complaint
To help us investigate effectively, we ask that you notify us of your complaint as soon as possible after the issue arises.
For visible loss or damage to items or property, you should tell us as soon as you become aware of the issue, ideally on the day of the move or within a short time afterwards.
For issues that only become apparent later, please contact us as soon as you reasonably can after discovering the problem.
We may need to request additional details or evidence from you in order to complete our investigation.
Our Complaints Handling Stages
Stage 1: Acknowledgement
When we receive your complaint, we will record the details and acknowledge that we have received it. We will confirm how we will keep in touch with you and who is responsible for handling your case.
Where possible, if the issue is straightforward, we will try to resolve it immediately or within a short period through our front-line team.
Stage 2: Investigation
If the matter cannot be resolved quickly, it will be passed to a senior member of staff or manager for investigation. They may:
Review your booking details, inventory, and relevant paperwork.
Speak with the crew members, coordinators, or other staff involved.
Inspect any photographs, videos, or supporting documents you provide.
Arrange a visit or further discussions with you if necessary.
We will aim to complete our investigation within a reasonable timescale. If we need more time due to complexity or availability of information, we will let you know and keep you updated.
Stage 3: Response and Outcome
Once the investigation is complete, we will send you a written response outlining:
Our understanding of your complaint.
The steps we have taken to investigate the matter.
Our findings and whether your complaint is upheld in full, in part, or not upheld.
Any offer of remedy, which may include an apology, explanation, corrective action, or compensation where appropriate and in line with our terms and conditions and any applicable insurance arrangements.
If you do not agree with our findings or you feel that we have not addressed your concerns fully, you may ask us to review the decision. A more senior member of our team will then reassess the complaint and our initial response wherever possible.
Claims for Loss or Damage
If your complaint relates to alleged loss or damage to your belongings or property, we may ask you for additional information to support any claim. This can include:
Photographs of the item or area affected.
Proof of purchase or estimated value, where relevant.
Details of any existing damage or condition prior to the move.
Our liability for loss and damage is governed by our terms and conditions and any specific insurance cover in place for your removal. We will explain how these apply to your situation during the complaints process.
Fairness and Confidentiality
We aim to handle all complaints fairly, consistently, and without discrimination. Your complaint will be assessed on the facts available, and we will not treat you differently for having raised a concern. All information you provide will be treated confidentially and only shared with staff who need it to investigate and respond properly.
Using Complaints to Improve Our Service
Feedback and complaints help us identify where our removals service can be improved. We regularly review complaints data to look for patterns or recurring issues, and we use this information to:
Improve staff training and supervision.
Refine our packing, loading, transport, and delivery procedures.
Enhance communication with customers before, during, and after moves.
Strengthen our quality checks across our local and regional operations.
By following this Complaints Procedure, Hanwell Removals aims to resolve issues promptly and professionally while continuously improving the moving services we provide.