The Hyde Removals Complaints Procedure

At The Hyde Removals, we aim to provide a professional and reliable removals and storage service for every customer. We recognise that, on occasion, you may feel that our service has not met your expectations. This complaints procedure explains how to raise a concern with us, how we will respond, and what you can expect at each stage.

Purpose of this Complaints Procedure

This procedure is designed to give customers a clear and fair process for having their concerns heard and resolved. It applies to all aspects of our services, including home removals, commercial moves, packing, storage, and related activities. We use feedback from complaints to improve our internal processes, staff training, and overall customer experience.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services that requires a formal response. This can include issues such as:

Service quality, punctuality, or conduct of our removals team

Damage to property or possessions during packing, loading, transit, or unloading

Disputes about quotations, charges, or payment terms

Delays, missed appointments, or communication problems

The way your initial concern was handled by a member of our team

We encourage you to raise any concerns as soon as possible so that we can investigate and resolve matters promptly.

Stage One: Informal Resolution

In the first instance, we ask that you raise your concern with the member of staff you have been dealing with, such as your move coordinator or team leader on the day of your move. Many issues can be resolved quickly and informally at this stage.

When you raise a concern informally, we will:

Listen carefully to your description of the issue

Clarify what outcome you are seeking

Attempt to provide a practical solution or explanation

Agree any immediate next steps with you

If you are not satisfied with the informal response, or if the matter is too serious to be resolved informally, you may proceed to Stage Two.

Stage Two: Submitting a Formal Complaint

If you wish to make a formal complaint, please do so in writing. Written complaints help us to understand the issue clearly and to keep an accurate record of our investigation and findings.

When submitting a formal complaint, please include:

Your full name and contact details

The date and location of your move or service

A clear description of what went wrong and when it occurred

Details of any staff members involved, if known

Any supporting information, including photographs, inventory lists, or correspondence

What outcome you are seeking, such as an explanation, apology, remedial work, or compensation

We encourage customers to submit formal complaints as soon as possible, and no later than 14 days after the date of the service, unless there are exceptional circumstances.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow these steps:

Acknowledge receipt of your complaint and confirm that an investigation has started

Assign your case to an appropriate manager who is not directly involved in the matter

Review all relevant documents, photographs, and records

Speak with any staff members or third parties involved

Where necessary, request further information or clarification from you

We aim to provide a full written response within 14 days of receiving your complaint. If our investigation is likely to take longer, we will inform you of the revised timescale and keep you updated.

Possible Outcomes and Remedies

After investigating your complaint, we will provide you with a clear written outcome. This may include:

An explanation of what happened and why

A formal apology where we have fallen short of our standards

Details of any remedial actions, such as revisiting the property or correcting paperwork

Steps we will take to prevent a recurrence, such as staff training or process changes

Where appropriate and in line with our terms and conditions, information about any compensation or contribution towards losses

Our response will also explain what further options may be open to you if you remain dissatisfied.

Escalation of Your Complaint

If you do not agree with the outcome at Stage Two, you may ask for your complaint to be reviewed. In this case:

A more senior manager will reassess the complaint, the investigation, and the outcome

We may ask you to clarify why you are unhappy with the initial decision

We will review any new information that you provide

Following this review, we will issue a final written response setting out our position.

Timeframes and Confidentiality

We aim to handle all complaints promptly and fairly. While most complaints are resolved within 14 days, more complex matters may require additional time. In those cases, we will keep you informed of progress.

All complaints are handled confidentially and in accordance with applicable data protection requirements. Information will be shared only with those who need it to investigate and respond to your complaint.

Use of Complaints to Improve Our Service

We review complaints regularly to identify patterns, recurring issues, or opportunities for improvement in our removals and storage operations. This may include revising our internal procedures, enhancing staff training, or updating our customer information materials. Your feedback, whether positive or negative, helps us improve the quality, safety, and reliability of our services for all customers.

Our Commitment to Fairness

The Hyde Removals is committed to treating all customers fairly and with respect. We will not discriminate against any customer who raises a complaint, and your service will not be adversely affected because you have chosen to voice a concern. Our aim is to resolve issues constructively and to maintain a professional relationship with every customer we serve.