Movers Hackney Complaints Procedure
Movers Hackney is committed to providing a dependable, transparent and 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 things right where possible and improve our service for the future. This Complaints Procedure explains how you can raise a concern, how we handle it, and what you can expect at each stage.
Our Commitment to Handling Complaints
We take all complaints seriously and aim to resolve them fairly, consistently and within reasonable timescales. We will treat you with respect and courtesy, listen carefully to your concerns, and keep you informed throughout the process. Your complaint will not affect any ongoing or future moves you may book with us, and we will handle your information in a confidential and professional manner.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether formal or informal, about any aspect of our removals, packing, storage or related services. This may include, but is not limited to, concerns about service quality, punctuality, communication, handling of belongings, charges, or staff conduct.
If you are unsure whether your concern is a complaint, please raise it with us anyway. We will either resolve it informally on the spot or guide you through the formal complaints process.
How to Make a Complaint
You can make a complaint in writing or verbally. To help us understand and investigate your concerns as quickly as possible, please provide the following information where you can:
• Your full name and the address where the service was provided
• The date of your move or the booking reference
• A clear description of what went wrong and when it happened
• Details of any staff you spoke to at the time, if known
• Any supporting information you feel is relevant
If you require assistance to make a complaint, or if a representative is complaining on your behalf, please let us know so we can verify the details and ensure we communicate in a way that suits your needs.
Stage One – Initial Response and Informal Resolution
In the first instance, we aim to resolve most issues quickly and informally. Once we receive your complaint, a member of our team will review the details and may contact you to clarify any points. We will try to offer an explanation, solution or appropriate remedy as soon as possible.
Where the matter is straightforward, we will aim to provide an initial response within a reasonable timeframe, normally within a few working days. If you are satisfied with the outcome, the complaint will be logged as resolved and the matter will be closed.
Stage Two – Formal Investigation
If your complaint cannot be resolved informally, or if you remain dissatisfied with the initial response, you may request that it is treated as a formal complaint. At this stage, the complaint will be reviewed by a manager or a senior member of staff who was not directly involved in the original issue wherever possible.
During the formal investigation, we may:
• Review relevant documentation, such as quotations, inventories and move reports
• Speak to staff members involved in your move
• Request further information or clarification from you
Once the investigation is complete, we will provide you with a written outcome. This will include a summary of your complaint, the steps we took to investigate it, our decision, and any actions or remedies we propose. We aim to provide this outcome within a reasonable timescale. If the investigation is likely to take longer, we will let you know and keep you updated.
Stage Three – Escalation and Final Review
If you are not satisfied with the formal investigation outcome, you may request a further review. This will normally be carried out by a senior manager or designated complaints handler.
At this final stage, we will review how your complaint has been handled so far, check that our process has been followed correctly, and consider any additional information you wish to provide. We will then issue a final response setting out our position on the matter and any further steps we are prepared to take.
Possible Outcomes and Remedies
Depending on the nature of your complaint and our findings, possible outcomes may include:
• An explanation or clarification
• An apology where something has gone wrong
• Corrective action to address a service issue
• A goodwill gesture, where appropriate
• Changes to our internal procedures or staff training
We will always try to reach an outcome that is fair and proportionate to the circumstances.
Time Limits for Making a Complaint
To allow us to investigate effectively, we ask that you raise any complaint as soon as possible after the issue arises. Complaints about removal services are typically easier to investigate when we receive them within a short time of the move date. However, we will consider complaints made later where there is a good reason for the delay.
Your Responsibilities During the Process
We ask that you provide accurate information, respond to our requests for clarification, and treat our staff with respect throughout the complaints process. This helps us reach a clear understanding of what happened and how best to resolve your concerns.
Continuous Improvement
Every complaint is an opportunity for Movers Hackney to learn and improve. We regularly review complaints data to identify patterns, refine our procedures and enhance the overall customer experience across our removals and related services. By sharing your concerns with us, you help us deliver a better, more reliable service for everyone.
This Complaints Procedure does not affect your statutory rights.
