Hillingdon Removals Complaints Procedure

Hillingdon Removals is committed to providing a reliable and professional removals and storage service. 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 where possible and improve our service for the future. This page explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to provide a clear, fair and accessible process for customers who wish to raise concerns about any aspect of our removals or related services. It covers issues arising before, during or after your move, including quotations, packing, loading, transport, storage and delivery of your goods.

This procedure is designed to ensure that:

We listen carefully to your concerns and treat you with respect and courtesy.

Your complaint is investigated thoroughly and impartially.

We provide a timely response, explaining our findings and any proposed resolution.

We use the outcome of complaints to review and, where appropriate, improve our standard of service.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, where you are seeking a response or resolution. Examples of matters you might complain about include:

Delays, missed appointments or timekeeping issues.

Concerns about the handling or care of your goods.

Damage or loss of items during packing, loading, transit, storage or delivery.

Disputes about charges, quotations or invoicing.

The conduct, attitude or communication of our staff or contractors.

Any other issue where you believe we have not delivered the level of service you reasonably expected.

How to Make a Complaint

You can make a complaint in any of the following ways:

In writing: A written complaint helps us fully understand the situation and keep an accurate record. Please include your full name, service address, move date, reference number if known, and a clear description of what went wrong and what you would like us to do.

By speaking to us: You may raise your concerns with a member of our team, for example the move coordinator or site supervisor. In many cases, issues can be resolved quickly at this stage.

When submitting your complaint, it is helpful if you provide:

Dates and times relevant to your concerns.

Names or descriptions of any staff you dealt with, if known.

Details of any damage or loss, including photographs where available.

Copies of any related documents, such as quotes, invoices or inventories.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record the details and assign it to an appropriate member of staff for review. We aim to acknowledge your complaint within 3 working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps, including who will be handling it.

Stage 2: Investigation

The person responsible for your complaint will carry out a thorough investigation. This may include:

Reviewing your booking details, move plan, inventories and any related documentation.

Speaking to the team members involved in your move or service.

Inspecting any relevant photographs, notes or records.

Clarifying any points with you where further information is needed.

We aim to complete our investigation and provide a written response within 10 working days from the date of acknowledgement. If the matter is complex and we need more time, we will let you know and provide an updated timescale.

Stage 3: Response and Resolution

At the conclusion of our investigation, we will provide you with a clear response setting out:

Our understanding of your complaint and the issues raised.

The findings of our investigation.

Whether your complaint is upheld in full, in part, or not upheld.

Any steps we have taken or propose to take to resolve the matter.

Where appropriate, possible outcomes may include:

An apology and explanation.

Corrective action, such as improving our processes or staff training.

Practical steps to put things right where reasonably possible.

Consideration of compensation in line with our terms and conditions and any applicable insurance or liability limits.

Stage 4: Escalation if You Remain Dissatisfied

If you are not satisfied with the outcome at Stage 3, you may request that your complaint is reviewed at a higher level within Hillingdon Removals. This request should explain why you are unhappy with our initial response and what further outcome you are seeking.

A senior member of our management team will then review your complaint, our original investigation and our decision. They may contact you for further information if necessary. We aim to provide a final written response to this review within 10 working days.

Time Limits for Making a Complaint

You should raise any concerns as soon as reasonably possible after the issue arises. For claims involving loss or damage to items, please refer to our terms and conditions for specific notification periods, as these may affect our ability to consider certain remedies or insurance claims.

Our Commitment to Fairness and Confidentiality

All complaints are handled with fairness, impartiality and respect. Raising a complaint will not affect the way we treat you as a customer during any ongoing or future services. Information you provide in connection with a complaint will be kept confidential and only shared with those who need it to investigate and resolve the matter, or where we are legally required to do so.

Using Complaints to Improve Our Service

Hillingdon Removals values all feedback, including complaints, as an important source of learning. We regularly review complaints data to identify patterns or recurring issues and to help us improve our procedures, staff training and overall service across our removals and storage operations.

We appreciate you taking the time to tell us when something has gone wrong. It allows us the opportunity to put matters right wherever we can and to continue to improve the quality and reliability of our services.