Complaints Procedure

Complaints Procedure for Hounslow Removals

Hounslow Removals is committed to providing a professional, reliable and safe removals and storage service for customers in our community and surrounding areas. If something goes wrong, we want to know about it so that we can put matters right and improve how we work. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and timely process for resolving complaints about our removal and related services. We treat all complaints seriously and use them as an opportunity to review our performance, including packing, loading, transport, delivery, storage and customer service.

This procedure applies to all customers who have used, or who have arranged to use, our services, including home removals, office moves and storage-related work.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to a single incident or a series of events. Examples include, but are not limited to:

Issues with the standard of packing, lifting or handling of items.

Concerns about punctuality, collection or delivery times.

Problems with communication before, during or after your move.

Concerns about the behaviour or conduct of our staff or contractors.

Disputes over charges, quotations, invoices or payment terms.

Concerns about damage to property, loss of items or insurance arrangements.

If you are unsure whether your concern counts as a complaint, you may still raise it with us and we will guide you through the process.

How to Raise a Complaint

You can raise a complaint in writing or verbally. We encourage you to provide as much information as possible so that we can investigate thoroughly. Please include:

Your full name and, if applicable, the name of the person who booked the service.

The address where the service took place, and any collection or delivery addresses.

The date of your move or the period of storage.

A clear description of what went wrong and when it occurred.

Details of any damage, loss or other specific issues.

Any reference numbers, such as booking or invoice numbers.

What outcome you are seeking, for example an explanation, an apology, corrective work or compensation where appropriate.

If you make a complaint verbally, we may ask you to confirm key details in writing so that there is a clear record of your concerns and our response.

Timescales for Making a Complaint

We ask that you raise your complaint as soon as you become aware of the problem. This helps us to investigate while details are still fresh and evidence is easier to obtain.

Where your complaint relates to physical damage or loss, please notify us as soon as reasonably possible after the move or delivery. Any specific time limits set out in your contract or insurance terms will still apply.

How We Will Handle Your Complaint

We aim to deal with complaints promptly and fairly. Our standard process is as follows:

1. Acknowledgement: We will acknowledge your complaint within a reasonable period of receiving it. In the acknowledgement, we will confirm that we have received your complaint and outline the next steps.

2. Initial Review: A designated member of our team, who was not directly responsible for the issue wherever possible, will review your complaint, your contract and any relevant records.

3. Investigation: We may contact you to request further information or evidence, such as photographs, inventory lists, or copies of correspondence. We may also speak with team members involved in your move and review any supporting documents or logs.

4. Response: Once our investigation is complete, we will provide you with a written response setting out our findings, any decision we have reached and the reasons for that decision. Where we uphold your complaint, we will also explain any proposed remedies.

We aim to provide a full response within a reasonable timeframe. If, for any reason, we need longer to investigate, we will let you know and keep you informed of progress.

Possible Outcomes and Remedies

Where we find that we have not met our standards or have breached our contract with you, we will consider appropriate remedies, which may include:

A clear explanation of what went wrong and why.

A formal apology.

Corrective action, such as revisiting work where appropriate and feasible.

A goodwill gesture, where considered suitable.

Compensation, where this is due under the terms of our contract or applicable insurance arrangements.

Any financial remedy will be assessed in line with the contractual terms agreed with you and any relevant insurance policies. We may request evidence of loss or damage before making an offer.

If You Are Not Satisfied With Our Response

If you are unhappy with the outcome of your complaint or feel that your concerns have not been fully addressed, you may request that your complaint is reviewed at a higher level within our business. In your request, please explain why you are dissatisfied with our initial response and what you would like us to consider further.

We will then carry out a further review, which may include re-examining evidence and seeking additional information. We will provide a final response, setting out our conclusion and any revised decision or remedy.

Our Commitment to Continuous Improvement

We regularly review complaints and feedback relating to our removal and storage services to identify patterns, recurring issues and opportunities for improvement. This may lead to changes in staff training, operational procedures, packing materials, vehicle allocation or customer communication processes.

By following this complaints procedure, we aim to ensure that concerns are dealt with professionally, consistently and transparently, and that our customers throughout our service area receive a dependable and respectful service from Hounslow Removals.