Complaints Procedure for Hammersmith Removals

Hammersmith Removals is committed to providing a reliable, careful and professional removals service for customers across our service area. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so we can put matters right where possible and improve our services for the future.

This complaints procedure explains how you can raise a concern about our removal services, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to You

We aim to make the process of raising and resolving complaints clear, fair and timely. Our key commitments are:

To treat every complaint seriously and with respect.
To listen carefully and understand what has gone wrong from your point of view.
To investigate the facts thoroughly and objectively.
To respond in plain language, explaining what we have found and why.
To offer appropriate remedies where we are at fault, in line with our terms and conditions.
To use your feedback to improve our removals and storage services.

What This Complaints Procedure Covers

This procedure covers complaints about our performance and conduct when providing removals and related services, including:

House moves and flat moves.
Office and commercial moves.
Packing, unpacking and dismantling or reassembly of furniture.
Handling, loading, transport and unloading of items.
Storage handling and access arrangements.
Customer service, including communication and staff behaviour.
Administration, such as scheduling, paperwork and invoicing.

This procedure does not cover routine enquiries, requests for quotes, or issues that can be easily resolved during a normal conversation with our team, unless you specifically ask for the matter to be treated as a formal complaint.

How to Raise a Complaint

If you are unhappy with any aspect of our removals service, we encourage you to tell us as soon as possible. Many issues can be resolved quickly when raised early.

You can make a complaint in writing. When contacting us, please provide:

Your full name and address.
Details of your removal booking, including dates and locations.
A clear description of what happened and why you are dissatisfied.
Any supporting information, such as inventory details or photographs.
What outcome or resolution you are seeking, if you have a preference.

We ask that complaints are raised within a reasonable time after the incident, so that we can investigate effectively. Time limits specified in our terms and conditions for reporting loss or damage still apply.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will:

Record the details on our internal complaints log.
Assign your complaint to an appropriate member of staff for review.
Acknowledge receipt of your complaint and confirm that we are investigating.

We aim to acknowledge all complaints within five working days. If further information is needed at this stage to understand your concerns, we will contact you to request clarification.

Stage Two: Investigation and Response

The person handling your complaint will then investigate the matter. This may include:

Reviewing your booking details and our service records.
Checking inventories, job sheets and photographs, where available.
Discussing the events with relevant crew members and office staff.
Considering any evidence or documents you have provided.
Comparing what happened with our usual procedures and obligations.

We aim to send you a detailed written response within 20 working days of acknowledging your complaint. If the matter is complex or requires more time, we will let you know and provide an updated timescale.

Our written response will explain:

What we have understood your complaint to be about.
The steps we took to investigate.
Our findings and conclusions.
Any offer of remedy, where appropriate and in line with our terms and conditions.

Possible Outcomes and Remedies

Depending on the nature of the complaint and our findings, possible outcomes may include:

An explanation of what occurred and why.
An apology, where we have fallen short of our standards.
Corrective action, such as updating records or adjusting a booking.
Practical steps to put things right where feasible.
Consideration of financial remedies in line with our contract and any applicable limits of liability.

Any remedy will be based on the specific circumstances of your case and our contractual responsibilities as your removals provider.

Stage Three: Escalation and Further Review

If you are not satisfied with our Stage Two response, you may request an escalation. When doing so, please explain why you remain unhappy and what you believe has not been addressed.

On escalation, your complaint and our initial handling will be reviewed by a senior member of our team who has not been directly involved in the case. They may:

Re-examine the evidence and correspondence.
Seek further information from you or from staff involved.
Check that our procedures and policies have been properly applied.

We aim to provide a final written response to your escalated complaint within 20 working days of your request for escalation. This response will set out our final position on the matter.

Data Protection and Confidentiality

All complaints are handled in confidence. Information you provide will only be shared with staff who need it to investigate and respond to your concerns, or where we are required to share information by law. We handle and store complaint information in accordance with applicable data protection legislation.

Using Feedback to Improve Our Service

Every complaint is an opportunity for Hammersmith Removals to review how we operate across our service area and to improve our move planning, staff training and customer communication. We regularly review complaint trends to identify areas where we can strengthen our procedures and reduce the likelihood of similar issues occurring in future.

We are grateful to customers who take the time to share their experiences, and we remain committed to delivering a dependable and considerate removals service at all times.