Ham Removals Complaints Procedure
Ham Removals is committed to providing a professional, reliable removals service for home and business customers. We aim to resolve any concerns quickly and fairly, and we treat every complaint as an opportunity to improve our services. This complaints procedure explains how you can raise an issue with us, what you can expect from our team, and the timescales we work to when responding to and resolving complaints.
Scope of this complaints procedure
This procedure applies to all services provided by Ham Removals, including household moves, office relocations, packing and unpacking services, storage-related services and any associated work carried out by our operatives, drivers and office staff. A complaint can relate to any aspect of our work, such as punctuality, conduct of staff, quality of packing, handling of goods, adherence to agreed schedules or the accuracy of information provided before or during your move.
What we consider a complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you are expecting a response or resolution. This includes situations where you feel that our service has fallen short of what was agreed, where you believe we have not followed our terms and conditions, or where you feel our staff have not treated you or your property with appropriate care or respect.
How to raise a complaint
You can raise a complaint with Ham Removals verbally or in writing. While we are happy to discuss concerns over the phone or in person, we encourage you to submit complaints in writing wherever possible, as this helps ensure that all details are accurately recorded.
When raising a complaint, please provide the following information so we can investigate thoroughly:
• Your full name and the address where the removal or related service took place
• The date of your move or the date the issue occurred
• A clear description of what went wrong, including any specific incidents or concerns
• Details of any damage, loss, delay or other impact you experienced
• Any supporting information you may have, such as photographs, inventories or job references
• How you would ideally like us to resolve the matter
Initial acknowledgement
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. For written complaints, we aim to send an acknowledgement within three working days. If you raise a complaint verbally during or immediately after your move, the team on site will do their best to address the issue straight away and will also pass details to our office so that the matter is formally recorded.
Our investigation process
After acknowledging your complaint, we will carry out a fair and impartial investigation. This may include reviewing your booking details and terms, examining move documents and inventories, speaking with the team members involved, reviewing photographs or other evidence and, where necessary, asking you for further information or clarification. Our aim is to understand what happened in full and to identify any service failures or misunderstandings.
Timescales for responding
We aim to provide a full written response to most complaints within ten working days of acknowledging your complaint. In more complex cases, where additional investigation is required, we may need more time. If this happens, we will let you know the reason for the delay and provide an updated timescale, keeping you informed of progress until the matter is resolved.
Outcomes and resolutions
When our investigation is complete, we will explain our findings clearly and outline any steps we propose to take. Depending on the nature of the complaint, possible outcomes may include a formal apology, clarification or correction of information, operational improvements to prevent similar issues in future or, where appropriate, a gesture of goodwill and consideration of claims for loss or damage in line with our terms and conditions and any applicable insurance arrangements.
If you are not satisfied with the outcome
If you are unhappy with our initial decision or feel that we have not fully addressed your concerns, you may ask for the complaint to be reviewed by a more senior member of our management team. When requesting a review, please explain which parts of our response you disagree with and provide any additional information you feel is relevant. We will then re-examine the case and provide a final written response, setting out our position and the reasons for it.
Your responsibilities when making a complaint
To help us deal with your complaint effectively, we ask that you raise any concerns as soon as possible after the issue occurs, provide accurate and complete information about what happened, keep any relevant documents, photographs or other evidence safe and communicate with our staff in a respectful and constructive manner. Prompt and clear communication from both sides helps us resolve issues more quickly.
Complaints relating to loss or damage
Where your complaint involves potential loss or damage to goods, it is important that you notify us as soon as you become aware of the issue and follow any reporting timescales set out in our terms and conditions. We may ask for photographs, proof of value or repair estimates as part of assessing any claim. All such matters will be reviewed carefully, with reference to the agreed service, any protection options selected and the reasonable standards expected in professional removals work.
Continuous improvement
Ham Removals monitors complaints and feedback to identify patterns and areas for improvement. We review our procedures, staff training and operational practices in light of issues raised by customers. By doing so, we aim to continually enhance the quality, reliability and professionalism of our moving and related services.
Changes to this complaints procedure
We may update this complaints procedure from time to time to reflect changes in our services, internal processes or legal obligations. The version published by Ham Removals at the time you raise your complaint will apply to the handling of that complaint.
