Hampstead Removals Complaints Procedure

Hampstead Removals is committed to providing a professional and reliable moving service for household and business customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to offer a clear and fair process for dealing with complaints relating to our removal and associated services, including packing, storage and furniture handling. It sets out how customers can contact us, the information we need, and the timescales we aim to meet when investigating and resolving issues.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may relate to, for example:

Service quality during a move, including punctuality, conduct of staff, or care taken with property. Administration issues such as booking, confirmations, invoicing or documentation. Loss of or damage to goods during packing, loading, transport, unloading or storage. Delays to collection or delivery beyond agreed time frames. Any other aspect of your experience with Hampstead Removals that does not meet your expectations.

We encourage you to raise concerns as soon as possible so we can address them promptly and effectively.

How to Make a Complaint

You can make a complaint in writing or by telephone. Written complaints are often helpful because they allow you to set out your concerns in detail and provide supporting information. When submitting a complaint, please include:

Your full name and contact details. Your removal reference or booking details, if available. The date and location of the move or service. A clear description of what went wrong and when it happened. Details of any loss or damage to goods, including an item description and approximate value. Any evidence you wish to provide, such as photographs of damage or copies of relevant documents. What outcome you are seeking, for example an explanation, an apology, or compensation.

If you make a complaint by telephone, our team may ask you to follow it up in writing, particularly where the issues are complex or involve damage or loss, so that we have a clear and accurate record.

Our Acknowledgement and Initial Review

Once we receive your complaint, we will record it in our internal system. We will acknowledge your complaint as soon as reasonably possible and inform you that it is being reviewed. In our acknowledgement, we will confirm who is handling your complaint and outline the next steps.

During the initial review stage, we may contact you to clarify details, request further information or evidence, and confirm the scope of your concerns. This helps ensure that we fully understand the issue before proceeding to a detailed investigation.

Investigation Process

Your complaint will be investigated by an appropriate member of staff who was not directly involved in the matter you are complaining about, where possible. The investigation may include:

Reviewing your booking details, move plan and any correspondence. Speaking with the removal team or any staff involved in your service. Examining photographs, inventory lists or condition reports. Assessing any damage reports completed on the day of the move. Considering relevant company policies and industry standards.

We aim to conduct investigations thoroughly but efficiently, with the goal of reaching a fair and balanced outcome based on the evidence available.

Response and Outcome

Once the investigation is complete, we will provide you with a written response setting out:

A summary of your complaint. The steps we took to investigate. Our findings and conclusions. Any proposed resolution or remedial action.

Where we find that we have fallen short of our standards, we will explain what went wrong and what we are doing to prevent similar issues in future. Depending on the nature of the complaint, outcomes may include an apology, corrective action, practical solutions for any continuing issues, or in some cases financial settlement in line with our terms and conditions and any applicable insurance arrangements.

Timeframes

We aim to acknowledge complaints promptly and to provide a full response within a reasonable period, taking into account the complexity of the issues raised. Some matters, such as those involving multiple parties, insurance considerations or extensive damage assessment, may require additional time. If that is the case, we will keep you informed of our progress and provide updates where appropriate.

If You Remain Dissatisfied

If you are not satisfied with our response, you may request that your complaint is reviewed at a higher level within the company. In doing so, please explain which aspects of our initial response you disagree with and provide any additional information you wish us to consider.

We will then arrange a further review, which may involve a more senior manager reconsidering the investigation, the evidence and the outcome. Following this review, we will write to you again with our final position on your complaint.

Complaints Related to Loss or Damage

Where your complaint involves loss of or damage to your belongings during a move or while in storage, you must also refer to our terms and conditions and any insurance or liability cover that applies to your booking. Time limits and specific reporting requirements may apply. It is important that you report any visible damage as soon as reasonably possible so that it can be documented, inspected and assessed properly.

Confidentiality and Data Protection

All complaints will be handled in a confidential and respectful manner. Information you provide will be used only for the purpose of investigating and resolving your complaint, and for improving our services. We will process your personal data in line with applicable data protection legislation and our internal policies.

Our Commitment to Continuous Improvement

Hampstead Removals values feedback from customers across our service area, from local apartment moves to larger home and office relocations. Complaints, when they arise, help us identify where our procedures, training or communication can be improved. We regularly review complaints data and outcomes to refine our practices and to support our commitment to safe, efficient and considerate removals.

By following this Complaints Procedure, we aim to ensure that every concern is heard, taken seriously and addressed in a timely and fair way, helping to maintain the trust of our customers throughout their moving experience.