Complaints Procedure
Hampstead Movers Complaints Procedure
Hampstead Movers is committed to providing a professional and reliable removals service for homes and businesses. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right, learn from the experience, and improve our services. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at every stage.
1. Purpose and scope of this procedure
This procedure applies to all customers of Hampstead Movers who wish to raise concerns about any aspect of our services, including household removals, office moves, storage, packing, and associated services. It covers issues such as service quality, conduct of staff, damage to property or belongings, delays, communication problems, and billing disputes.
This Complaints Procedure is designed to ensure your concerns are handled fairly, consistently and in a timely manner. It does not affect any statutory rights you may have under consumer law or your rights to pursue legal action.
2. What we define as a complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are expecting a response or resolution. This may include, for example:
Service not delivered as agreed, such as delays or missed timeslots. Damage, loss or incorrect handling of your belongings. Behaviour or attitude of our moving or office staff. Inaccuracies or lack of clarity in quotations or invoices. Concerns about health and safety during your move.
If you are unsure whether your concern is a complaint, please raise it with us and we will ensure it is directed to the appropriate person.
3. How to make a complaint
We encourage you to raise any issue as soon as possible so that we can investigate while events are still fresh and relevant information is readily available. You can make a complaint verbally or in writing. While we accept complaints in any form, we recommend that, where possible, you put your complaint in writing so that the details are clear and complete.
When submitting a complaint, please provide:
Your full name and contact details. The date and location of the move or service. Your job reference or booking number, if available. A clear description of what went wrong and when it occurred. Details of any damage, loss or other impact you have experienced. Any supporting information, such as photographs or notes taken on the day.
This information helps us to investigate thoroughly and respond accurately.
4. Initial resolution stage
In many cases, concerns can be resolved quickly and informally by speaking to a member of our team. If you raise an issue on the day of your move, please speak to the team leader on site so that they can attempt to resolve it immediately, where possible. For concerns raised after the service has taken place, you can contact our office team, who will review your comments and aim to provide an early resolution.
At this initial stage, we will:
Listen carefully to your account of what happened. Clarify any points that are unclear. Check relevant records, such as booking details and job notes. Seek to agree a practical solution with you wherever we can.
If you are not satisfied with the outcome at this stage, or if the matter is more serious or complex, you may wish to use the formal complaints process described below.
5. Formal complaints process
If your concern cannot be resolved informally, you may submit a formal complaint. Once we receive a formal complaint, we will acknowledge it in writing within a reasonable timeframe. Our acknowledgement will confirm that your complaint has been logged and will outline the next steps in the process.
A designated member of our management team will then conduct a detailed investigation. This may include:
Reviewing your written account and any supporting evidence. Speaking with the staff involved in the move or service. Examining documents such as risk assessments, inventories and photographs. Checking vehicle logs, schedules and communication records.
We aim to provide a full written response once our investigation is complete. If, due to complexity or the need to obtain further information, we anticipate a delay, we will update you and give a revised timescale.
6. Our response and possible outcomes
In our formal response, we will explain:
What we have understood your complaint to be. The steps we took to investigate the matter. Our findings, based on the evidence available. Whether your complaint is upheld in full, partially upheld, or not upheld. Any actions we will take as a result.
Depending on the circumstances, possible outcomes may include:
An explanation or clarification where there has been a misunderstanding. An apology where our service has fallen short of our standards. Practical steps to put matters right, where reasonably possible. A review of our internal processes or staff training. An offer of compensation, where appropriate and in line with our terms.
7. Escalation of your complaint
If you are unhappy with the outcome of our formal investigation, you may request that your complaint is escalated within Hampstead Movers. A more senior manager, who has not been directly involved in the handling of your case, will review both your original complaint and the steps already taken.
This review may lead to a confirmation of the original decision or to a revised outcome if new information or considerations come to light. We will provide a further written response setting out our final position.
8. Timescales for handling complaints
We strive to handle complaints as promptly as possible while still ensuring a thorough investigation. While exact timescales may vary depending on the complexity of the case and availability of information, our general aims are:
To acknowledge your formal complaint within a reasonable timeframe. To complete our investigation and provide a written response within a fair and practical period. To keep you informed if more time is needed to gather evidence or consult with third parties.
If you have particular time sensitivities, please tell us when you submit your complaint so we can take this into account.
9. Your responsibilities as a customer
To help us deal with your complaint effectively, we ask that you:
Provide accurate and complete information about what occurred. Submit your complaint as soon as you reasonably can after the event. Treat our staff with respect throughout the process. Refrain from making unfounded or malicious allegations.
We are committed to treating every complaint seriously and respectfully, and we expect the same courtesy in return.
10. Data protection and confidentiality
All complaints will be handled in line with our obligations under data protection law. Information you provide will be used solely for the purpose of investigating and resolving your complaint, and for improving our services. We will keep complaint records securely and only share information with those who need it to address your concerns or where we are legally required to do so.
11. Continuous improvement
Complaints provide important feedback about the quality of our removals, storage and packing services. We record and review complaint information to identify patterns, recurring issues, and opportunities for improvement. Where appropriate, we use this information to refine our procedures, enhance staff training and strengthen our service standards across our operating area.
12. Review of this procedure
Hampstead Movers keeps this Complaints Procedure under regular review to ensure it remains current, effective and aligned with best practice within the removals industry. Any significant updates will be applied to future complaints, and the latest version will govern how we handle new concerns raised by customers.
