Complaints Procedure
Complaints Procedure for Removal Van Hackney Customers
Removal Van Hackney aims to provide a reliable, careful and professional removals service for homes and businesses. We recognise that, on occasion, things may not go as expected. When this happens, we want to hear from you so we can put matters right and improve our service. This complaints procedure explains how to raise a concern, what information we need from you, the stages of our investigation, and what you can expect from us at each step.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear, fair and transparent process for customers who wish to complain about any aspect of our removals or related services. It applies to all customers using our moving and transport services, whether for domestic or commercial moves. Our goals are to resolve issues promptly, treat all parties with respect, and use feedback to prevent similar issues in future.
What You Can Complain About
You can use this procedure to complain about any part of our service, including but not limited to:
Service quality during your move, including punctuality, handling of items and conduct of staff. Accuracy of information provided before or during your booking, such as estimated timings or scope of service. Concerns about charges, invoicing, or clarity of pricing. Damage to property or belongings during collection, transport or delivery. Communication issues, including lack of updates or unclear instructions. Any other aspect of your experience with Removal Van Hackney that you believe fell below the standard you reasonably expected.
How to Make a Complaint
We encourage you to raise any concern as soon as possible so that we can address it while the details remain clear. You may make a complaint verbally or in writing. When making your complaint, please provide the following information where possible:
Your full name and the address at which the service was provided. The date of your move or the date on which the issue occurred. A clear description of what went wrong and how it has affected you. The names or descriptions of any staff members involved, if known. Any supporting details, such as booking references, photographs of damage, or copies of relevant documents. What outcome you are seeking, for example an explanation, an apology, remedial work or compensation.
Providing this information at the outset helps us to investigate more quickly and thoroughly.
Stage One: Initial Informal Resolution
Where possible, we aim to resolve complaints informally at the earliest opportunity. If you raise your concern with a member of our team on the day of your move or shortly afterwards, they will listen carefully, note the details and attempt to resolve the matter on the spot. This may include clarifying what has happened, arranging for a supervisor to contact you, or agreeing immediate practical steps to put the issue right.
If your concern cannot be resolved informally, or if you remain dissatisfied with the outcome, you may ask for your complaint to be handled under Stage Two of this procedure.
Stage Two: Formal Complaint and Investigation
When a complaint is treated as formal, it will be acknowledged and recorded. We will confirm that we have received your complaint and outline the next steps in the process. We will then appoint a person with appropriate authority, who was not directly involved in the issue, to investigate your concerns.
During the investigation we may:
Review your booking details, job notes and any relevant documents. Speak with the staff members involved in providing your service. Inspect photographs or other evidence of any reported damage or issues. Clarify points with you if we require further information.
We aim to provide a written response to formal complaints within a reasonable timeframe from the date of acknowledgement. If we are unable to respond within this time due to the complexity of the investigation, we will keep you informed of progress and give you an updated timescale.
Our Response and Possible Outcomes
At the conclusion of the investigation, we will explain our findings to you in clear terms. Our response will normally include:
A summary of your complaint as we understand it. The steps we took to investigate the matter. Our decision and the reasons for it. Any action we propose to take.
Depending on the circumstances, possible outcomes may include one or more of the following: an explanation or clarification, an apology, remedial action such as repairing or replacing items where appropriate, a review of internal processes or staff training, or an offer of compensation where this is fair and supported by evidence. Any offer of compensation will be assessed on a case by case basis and will take into account our terms and conditions and any relevant limitations of liability.
If You Are Still Dissatisfied
If you remain unhappy after receiving our formal response, you may contact us again to explain why you do not consider the matter resolved. We may then review the complaint, either by a more senior member of staff or by revisiting certain aspects of the investigation. We will inform you of the outcome of this review and whether our decision has changed.
Our aim at all stages is to reach a fair resolution based on the information available and the terms on which our services were provided.
Time Limits for Raising Complaints
We ask that complaints about service quality or conduct are raised as soon as reasonably practicable and normally within a set period after the date of your move. Timely complaints help us to access accurate records, speak to staff while events are fresh in their minds and assess any physical evidence. Complaints about alleged damage to property or belongings should be reported as soon as you become aware of the issue, accompanied by clear details and, where possible, photographs of the damage.
Fair Treatment and Confidentiality
All complaints are treated seriously and handled with discretion. We are committed to treating every customer fairly, regardless of the nature of their complaint. Staff involved in handling complaints will act impartially and will focus on the facts and evidence available. Information you provide will be used only for the purpose of investigating and resolving your complaint, and will be stored and managed in line with our wider policies.
Using Complaints to Improve Our Service
Feedback from customers in Hackney and surrounding areas plays an important part in maintaining and improving the quality of our removal services. We review complaint records periodically to identify recurring themes, potential training needs and opportunities to improve our processes and communication. By raising your concerns through this procedure, you help us to deliver a more reliable and efficient service to all customers in the future.
