Complaints Procedure for Hammersmith Removals Customers

Hammersmith Removals is committed to providing a reliable, professional and courteous removals service for every customer. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, what you can expect from us at each stage, and how we will work with you to resolve the matter as quickly and fairly as possible.

Purpose and Scope of This Procedure

This procedure applies to all domestic and commercial customers who use our removals, packing, storage or related services. It covers issues such as service quality, conduct of staff, handling of belongings, adherence to agreed schedules, and clarity of information provided before and during your move. We use all complaints as an opportunity to review and improve our services across our operating area.

Our Commitment to You

When you raise a complaint with Hammersmith Removals, we will take your concerns seriously and treat you with respect at all times. We aim to:

Respond promptly and acknowledge your complaint within a reasonable timescale.

Investigate the matter thoroughly and impartially.

Keep you updated on the progress of your complaint.

Provide a clear explanation of our findings and any proposed resolution.

Learn from the outcome and, where appropriate, improve our procedures or staff training.

Informal Resolution

Many concerns can be resolved quickly and informally. If an issue arises during your move, or shortly afterwards, we encourage you to raise it as soon as possible with the team member in charge on the day or with your usual office contact. Explaining your concern early often allows us to put things right immediately, for example by adjusting the service, clarifying details, or arranging a follow-up visit where appropriate.

If your concern cannot be resolved informally to your satisfaction, or if you prefer to make a formal complaint from the outset, you can follow the steps set out below.

How to Make a Formal Complaint

You can submit a formal complaint in writing. In your complaint, please include the following information so that we can investigate thoroughly and respond effectively:

Your full name and address.

Details of your move, including the date and the locations involved.

A clear description of what happened and why you are dissatisfied.

Any relevant supporting information, such as inventory details, photographs of any damage, or copies of correspondence.

An indication of what outcome you are seeking, for example an explanation, an apology, corrective action or a review of charges.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will send you a written acknowledgement. This acknowledgement will normally be sent within a short, reasonable time after we receive your complaint. We will confirm that we are investigating the matter and provide an indication of when you can expect a full response.

Investigation Process

Your complaint will be reviewed by an appropriate member of our management team who was not directly involved in the original incident wherever possible. The investigation may include:

Reviewing your removal booking details, inventory and service notes.

Speaking with the removals crew and any office staff involved.

Examining any relevant documentation, such as signed delivery notes or condition reports.

Considering any photographs or evidence you have supplied.

Assessing whether our standards and procedures were followed correctly.

Our aim is to carry out this investigation promptly and carefully, taking into account both your account of events and the information provided by our team.

Our Response and Proposed Resolution

Following the investigation, we will send you a written response setting out:

Our understanding of your complaint.

The steps we have taken to investigate the matter.

Our findings and conclusions.

Any corrective action we propose to take, which may include an explanation, an apology, practical steps to address the issue, or where appropriate, a financial adjustment in line with our terms and conditions and relevant insurance arrangements.

We will also explain the reasons for our decision so that you have a clear understanding of how we reached our conclusions.

If You Remain Dissatisfied

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again by a more senior manager, provided this is reasonable in the circumstances and new information or concerns have been raised. We will reassess the matter and provide a further written response setting out the outcome of this review.

Time Limits for Raising Complaints

We encourage customers to raise complaints as soon as possible after the issue occurs so that we can investigate while events are still recent and any evidence is readily available. Delays in making a complaint may affect our ability to investigate fully or offer certain forms of redress. Specific time limits for notifying us of damage or loss may also be set out in our terms and conditions of service.

Data Protection and Confidentiality

All complaints are handled in line with our obligations under data protection law. Information you provide will be used solely for the purpose of investigating and responding to your complaint, improving our services, or meeting legal and regulatory requirements. Your details and the content of your complaint will be kept confidential and shared only with those who need to know in order to handle the matter properly.

Continuous Improvement

Hammersmith Removals regularly reviews complaints data to identify patterns, training needs and areas where our removals and related services can be improved. By following this procedure, you help us understand what matters most to our customers and support our commitment to maintaining high standards of care when transporting and handling belongings throughout our service area.

Further Information

If you have any questions about this Complaints Procedure, or you are unsure how to raise a concern about our removals services, you may contact our office for guidance before submitting a formal complaint. We will be happy to explain the process and what you can expect at each stage.