Complaints Procedure
Hammersmith Movers Complaints Procedure
Hammersmith Movers is committed to providing a professional and reliable removal service. If something goes wrong, we want to know about it and put it right as quickly as possible. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear, fair and accessible way to raise any dissatisfaction with our removal and related services. We use all feedback, including complaints, to review our performance and improve the quality and safety of our work.
This procedure applies to all domestic and commercial customers who have used our moving, packing, storage or associated services within our usual operating areas.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about any aspect of our service. This may include, but is not limited to:
Issues with booking, quotations or pre-move surveys. Delays in collection or delivery. Conduct, attitude or performance of staff or contractors. Loss of, or damage to, goods in transit or storage. Problems with packing, loading, unloading, or placement of items. Disagreements about charges or payment terms. Concerns about health and safety during the move.
If you are unsure whether an issue counts as a complaint, we encourage you to raise it so that we can review it formally or informally as appropriate.
How to Make a Complaint
You can make a complaint in writing or verbally. To help us investigate efficiently, please provide the following information where possible:
Your full name and contact details. Your moving date and service address. Any reference or booking number that you have been given. A clear description of what went wrong, including dates and times. Names or descriptions of any staff involved, if known. Details of any loss, damage or additional costs you have experienced. What outcome you are seeking or how you would like us to put things right.
Complaints should be raised as soon as reasonably possible so that we can investigate while events are still recent and evidence is easier to obtain.
Our Initial Response
When we receive your complaint, we will log it in our internal system and acknowledge it within a reasonable period of time. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps and approximate timescales for our investigation and response.
If we need more information or clarification from you at this stage, we will let you know and explain exactly what we require in order to proceed.
Investigation Process
Your complaint will be reviewed by an appropriate member of our management team who was not directly responsible for the issue being complained about. The investigation may include:
Reviewing your booking details, inventory and agreed services. Checking job sheets, schedules, route plans and crew notes. Speaking to team members and supervisors involved in your move. Examining photographs, condition reports and any other evidence. Assessing relevant policies, terms and conditions, and service standards.
We aim to complete investigations promptly and fairly, taking into account both your account and the information provided by our staff and records.
Our Formal Response
Once our investigation is complete, we will provide you with a formal response. This response will explain:
Our understanding of your complaint. The steps we took to investigate the issue. Our findings based on the evidence available. Whether your complaint is upheld in full, in part, or not upheld. Any actions we will take to resolve the matter.
Where appropriate, remedies may include an apology, corrective action, service improvements, or, where justified and subject to our terms and conditions, financial settlement or contribution. All decisions will be made with reference to the contract for services, relevant industry practices and any applicable insurance cover.
Time Limits for Complaints
To ensure that we can investigate effectively, we ask that any complaint about loss or damage to goods is reported as soon as reasonably possible after delivery. For other service-related complaints, we recommend that they are raised within a reasonable time after the move has taken place.
Although we may still review matters raised at a later stage, our ability to investigate and provide a full resolution may be reduced as records, evidence or recollections become less complete.
Escalation and Further Review
If you are not satisfied with our formal 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 that you believe has not been considered.
A senior member of our management team will then review the complaint, the investigation and the outcome. They may contact you for further clarification, and they may revisit aspects of the initial investigation if needed. After this review, you will receive a final response from us explaining our position.
Claims, Liability and Insurance
Some complaints may involve potential claims for loss or damage. In such cases, our handling of the complaint will be aligned with our terms and conditions and any applicable insurance policy. You may be asked to provide evidence such as photographs, purchase receipts or valuations to support a claim.
Any settlement offered will take into account the age, condition and value of items, relevant policy limits and exclusions, and any specific agreements made in advance of the move, such as declared values or special handling instructions.
Confidentiality and Data Protection
All complaints are handled in accordance with data protection requirements. Information you provide will be used only for the purpose of investigating and resolving your complaint and for monitoring and improving our services. Details of your complaint will be shared only with staff who need to know in order to deal with the issue.
Continuous Improvement
We record and review complaints regularly to identify patterns, training needs and areas where our removal services can be improved. This may include updates to staff training, operational procedures, packing methods, vehicle loading practices, storage handling or customer communication.
By following this complaints procedure, Hammersmith Movers aims to deal with every concern in a professional, transparent and timely manner, and to maintain the trust of customers who rely on us for their moves.
