Complaints Procedure
Hackney Movers Complaints Procedure
Hackney Movers is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put things right and learn from the experience. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our commitment to you
We aim to handle every complaint in a way that is fair, transparent, and timely. Whether your complaint concerns a house move, office relocation, packing service, storage arrangement, or any other removals-related service we provide, we will take your concerns seriously and investigate thoroughly.
We are committed to:
Listening carefully to your concerns and treating you with respect at all times.
Investigating what has happened in a balanced and objective way.
Responding within clear timescales wherever possible.
Offering practical solutions or explanations where issues are identified.
Using feedback from complaints to improve our removals services and internal procedures.
When to raise a complaint
You can raise a complaint at any stage if you are unhappy with any aspect of our service. Examples include, but are not limited to:
Issues with punctuality, delivery times, or attendance of our removals team.
Concerns about the handling, packing, loading, unloading, or storage of your belongings.
Disputes regarding the quality or scope of work compared with what was agreed.
Concerns about communication, staff conduct, or the way an enquiry has been managed.
Disagreement regarding fees, charges, or any part of your quotation or invoice.
We encourage you to raise concerns as soon as possible so that we can address them promptly and accurately.
How to make a complaint
You can make a complaint in writing or verbally. If you raise your concerns verbally with a member of our team during or immediately after a move, we will do our best to resolve the matter informally on the spot. If the issue cannot be resolved straight away, or if you prefer a more formal route, you can submit a formal complaint in writing.
When making a complaint, please provide as much detail as you can, including:
Your full name and the address where the service took place.
The date of your move or the date you used our service.
A clear description of what went wrong and when it happened.
Any relevant reference numbers or details from your quotation or booking.
Details of any conversations you have already had with our staff about the issue.
What outcome you are seeking, for example an explanation, apology, or review of charges.
Acknowledgement of your complaint
Once we receive your formal complaint, we will acknowledge it and record it in our internal complaints log. We aim to acknowledge all formal complaints within a reasonable period of time. The acknowledgement will confirm that we have received your complaint and that we will begin our investigation.
In some cases, we may contact you for further information if anything is unclear or if we require additional details to help us understand the issue fully.
Investigation process
Your complaint will be handled by an appropriate member of the management team who is not directly involved in the matter you are complaining about wherever possible. They will review your account of events alongside any relevant documentation, such as the quotation, booking details, photographs, inventory lists, correspondence, or staff reports.
As part of the investigation, we may take the following steps:
Speak with the team members who worked on your move or handled your enquiry.
Examine job records, schedules, and vehicle logs where relevant.
Review any notes taken during your move or any prior communication about your concerns.
Where there is an issue relating to damage or loss, we may request photographs or other evidence to help us assess the situation.
Our goal is to understand what happened, why it happened, and what action, if any, is appropriate.
Our response and resolution
Once the investigation is complete, we will provide you with a written response setting out the outcome. This response will normally include:
A summary of your complaint and the main issues you raised.
An overview of the steps we took to investigate the matter.
Our findings and any conclusions we have reached.
Any action we propose to take, which may include an explanation, an apology, practical steps to remedy an issue, or, where appropriate, a review of fees or other arrangements.
We aim to provide a full response within a reasonable timeframe. If, for any reason, the investigation takes longer than anticipated, we will aim to keep you informed of progress and revised timescales.
If you remain unhappy
If you are not satisfied with the outcome of your complaint, you can ask for a further review. A different member of the management team will consider whether the original investigation was handled fairly and whether the decision reached was reasonable in light of the evidence available.
When requesting a review, please explain which aspects of the original response you disagree with and why. We will then reassess the complaint and provide a further written response setting out our final position.
Recording and learning from complaints
All complaints, whether upheld or not, are recorded centrally. This allows us to identify recurring issues, track response times, and monitor the effectiveness of any changes we introduce. We regularly review complaint data to improve the quality, safety, and reliability of our removals services.
Examples of improvements that may result from complaints include additional staff training, updates to our packing and handling procedures, changes to our communication processes, or revisions to our booking and scheduling systems.
Confidentiality and data protection
All complaints are handled in confidence. Information is shared internally only with those who need it to investigate and resolve the matter. We handle personal data in line with applicable data protection requirements and retain complaint records only for as long as necessary for legitimate business and legal purposes.
Continuous commitment to service quality
Hackney Movers values feedback from every customer. By following this complaints procedure, we aim to resolve issues fairly and promptly, and to ensure that our removals services continue to meet the expectations of the people and businesses who rely on us. If you have any concerns about a past, current, or future move with us, please raise them using this procedure so that we can address them properly.
