Complaints Procedure
Complaints Procedure for Hounslow Movers
Hounslow Movers is committed to providing a professional, reliable and efficient removals service. We recognise that, on occasion, things may not go as planned. When that happens, we want to resolve matters fairly, transparently and as quickly as possible. This complaints procedure explains how you can raise a concern about our removal or related services and what you can expect from us in response.
Purpose of this Complaints Procedure
This procedure is designed to give all customers a clear and accessible route for raising concerns about any aspect of our services, including home moves, office relocations, packing, loading, unloading, storage or any other work carried out by Hounslow Movers. It aims to ensure that complaints are handled consistently, investigated thoroughly and resolved wherever possible to the satisfaction of everyone involved.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include issues such as damage to property or goods, delays, missed appointments, conduct or attitude of staff, quality of packing or handling, or any other aspect of the moving service you feel has fallen short of what you reasonably expected.
Raising an Informal Concern
In many cases, concerns can be resolved quickly and informally. If you are unhappy with any part of our service on moving day or during a related visit, please speak directly to the team on site or to the coordinator who arranged your move, if available. They will do their best to resolve the issue immediately, for example by adjusting the work being carried out, clarifying arrangements or offering a practical solution.
If the issue cannot be resolved informally to your satisfaction, or if you prefer not to speak to the team on the day, you can use the formal complaints procedure set out below.
How to Make a Formal Complaint
You can submit a formal complaint in writing. Written complaints help ensure that we fully understand the nature of your concerns and can investigate thoroughly. When you contact us, please include the following information so we can deal with your complaint efficiently:
Your full name and contact details. Your moving or booking reference, if available. The address where the service took place. The date of the move or service. A clear description of what went wrong, including relevant dates, times and names of any staff involved if known. Details of any loss, damage or inconvenience you believe you have suffered. Copies of any supporting documents or evidence you wish us to consider, such as photos of damage or inventories. Any steps you have already taken to try to resolve the matter informally. What outcome or resolution you are seeking, where applicable.
Timescales for Complaints
We ask that you raise any complaint as soon as reasonably possible after the event, so that we can investigate effectively. Complaints about physical damage to property or belongings should ideally be reported within a short period after the move, once you have had an opportunity to inspect your items and premises. While we will always aim to consider genuine concerns, delays in raising a complaint may affect the availability of evidence and our ability to offer a practical remedy.
How Your Complaint Will Be Handled
Once we receive your complaint, we will record the details and begin our investigation. Our usual process will be:
Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Review of information: We will consider your account, any supporting documents you provide, our own records and logs from your move, including job sheets, inventories and relevant notes. Staff input: Where appropriate, we will speak to the staff or subcontractors involved to understand what happened. Assessment: We will assess whether our service met our internal standards and any relevant obligations, and we will identify what, if anything, went wrong. Response: We will send you a written response explaining our findings and, where appropriate, setting out any proposed resolution.
Our Response and Possible Outcomes
Our response will aim to address each of the main points you have raised. Depending on the nature of the complaint and our findings, possible outcomes may include:
An explanation or clarification of what occurred. An apology where we accept that our service fell below our expected standards. Corrective action, such as amending records or confirming future arrangements in clearer terms. Practical remedies, which may include repair, replacement or partial reimbursement where appropriate and where liability is accepted. Confirmation that we do not accept liability, with reasons, if our investigation indicates that our service was in line with our obligations.
Any remedies offered will be proportionate to the circumstances and consistent with our contractual terms and any applicable policies.
Escalating Your Complaint
If you are not satisfied with the outcome of our initial investigation, you may request that your complaint is reviewed by a more senior member of our team. When doing so, please explain why you disagree with the response you received and provide any additional information you consider relevant.
The senior reviewer will re-examine your complaint, the evidence and the original decision. They may contact you for further clarification. Once the review is complete, we will provide you with a final response, confirming whether the original decision is upheld or needs to be revised and explaining the reasons.
Complaints Involving Loss or Damage
Where your complaint involves alleged damage to premises or belongings during removal or related services, we may ask for clear photographs, repair estimates or other supporting evidence. In some cases, it may be necessary for us or an appointed representative to inspect the damage before a decision can be made. Any consideration of compensation will be handled in line with our terms and conditions and any relevant cover in place at the time of your move.
Respectful Behaviour and Fair Use
We treat all complaints seriously and with respect, and we expect customers to engage with our team in the same way. We will not tolerate abusive, threatening or discriminatory language or behaviour towards our staff. In rare cases of persistent or unreasonable conduct that makes it difficult for us to resolve a complaint, we may set reasonable limits on communication, while still ensuring that genuine concerns are fairly considered.
Continuous Improvement
Every complaint gives us an opportunity to learn and improve. We regularly review complaints data to identify trends and make changes to our training, processes and customer information. Our aim is to reduce the likelihood of similar issues arising in the future and to keep raising the standard of our removals and related services.
This complaints procedure does not affect any statutory rights you may have. If you have any questions about how it works or how it applies to your situation, you can contact us for clarification before or after raising a complaint.
