Complaints Procedure for Removal Van Hammersmith Customers
Removal Van Hammersmith is committed to providing a professional and reliable removal service for customers moving home or business premises. We recognise that, despite our best efforts, things can sometimes go wrong. This complaints procedure explains how you can tell us if you are unhappy with any aspect of our service, how we will respond, and what you can expect from us at each stage.
Our Commitment to Handling Complaints
We take every complaint seriously. Complaints are an opportunity for us to put things right and to improve our moving and transport services across our operating areas. We aim to handle all complaints fairly, consistently, and promptly. We will always try to resolve matters informally in the first instance, but we also have a clear formal process if an informal resolution is not possible or you are not satisfied.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, about any aspect of the service you have received from Removal Van Hammersmith. This may include issues such as the quality of the move, conduct of staff, timing and reliability of collections or deliveries, handling of belongings, administrative or billing errors, or how a previous concern was managed. If you are not sure whether your issue is a complaint, we encourage you to raise it with us so we can help.
Raising a Concern Informally
In many cases, issues can be resolved quickly by speaking to the team member you have been dealing with, such as your driver, move coordinator, or booking contact. If a problem arises during your move, please let our team know as soon as possible so that we have the opportunity to address it while the job is still in progress. We will do our best to put matters right without needing to start a formal complaints process.
If you feel uncomfortable raising the issue directly with the person involved, or if the problem is not resolved to your satisfaction, you can move to the formal complaints stage described below.
How to Make a Formal Complaint
To help us investigate and respond thoroughly, we ask that formal complaints are made in writing. When you contact us, please provide:
The date of your move or the scheduled service, your full name and any reference or booking number, a clear description of what went wrong, when it happened, and who was involved, details of any loss, damage, or inconvenience you have experienced, and what outcome you are seeking, such as an explanation, apology, corrective action, or compensation assessment.
Providing as much detail as possible from the outset enables us to investigate more efficiently and to respond without unnecessary delay.
Acknowledgement of Your Complaint
Once we receive your written complaint, we will send you an acknowledgement. This acknowledgement will confirm that we have received your complaint, provide a reference for your case, and explain the next steps in the process. We aim to acknowledge all formal complaints within a reasonable period of time.
Investigation Process
Your complaint will be reviewed by an appropriate member of our management team who was not directly involved in the issue, wherever possible. The investigation may include:
Reviewing your booking, inventory, and move documentation, speaking to the staff members involved in your relocation, examining any records such as job sheets or photos, and assessing any evidence you provide regarding damage, delays, or service failures.
We may contact you during the investigation if we need further information or clarification. This helps us understand your experience fully and ensures that our findings are accurate and fair.
Our Response and Timeframes
Following our investigation, we will send you a written response. This response will outline the issues you raised, summarise what we have found from our investigation, state whether your complaint is upheld in full, in part, or not upheld, explain any actions we will take to put matters right, and, where appropriate, set out any compensation proposals or remedial measures.
We aim to provide a full response within a reasonable timescale from the date we acknowledge your complaint. If we are unable to respond within this period, for example because a detailed investigation is required, we will let you know and provide an updated timeframe.
If You Are Not Satisfied With the Outcome
If you are unhappy with our initial response, you may ask for your complaint to be reviewed again. You should explain which parts of the decision you disagree with and why, and provide any additional information you feel is relevant. A more senior member of our team will then review your complaint, our original findings, and any new information, and will issue a final response. This final response will represent the conclusion of our internal complaints process.
Claims for Loss or Damage
If your complaint involves alleged loss of, or damage to, your belongings during a house move or office relocation, we may ask for additional evidence such as photographs, purchase receipts where available, and details of the condition of items before the move. Any time limits for reporting loss or damage that are set out in your contract or terms of service will also apply. We will explain how these terms affect the assessment of your complaint and any potential claim.
Fairness and Confidentiality
All complaints are handled with respect for your privacy. Information about your complaint will only be shared internally with staff who need it in order to investigate and respond. We will not treat you less favourably for making a complaint. Our aim is to maintain a professional relationship with every customer, even where things have gone wrong, and to use your feedback to improve the quality and reliability of our removal services.
Using Feedback to Improve Our Services
We record and review complaints to identify patterns, recurring issues, and areas where we can strengthen our procedures, staff training, and service standards. Whether your move is a small local job or a larger relocation, your feedback helps us refine our service and maintain consistent quality for all customers who choose Removal Van Hammersmith.
This complaints procedure is intended to be clear and accessible. If anything is unclear or you need further guidance on how to raise a concern, please let us know so that we can assist you.
