Mill Hill Removals Complaints Procedure

Mill Hill Removals is committed to providing a reliable and professional removals service for household and business moves. However, we recognise that occasionally things may not go as planned. This Complaints Procedure explains how you can raise a concern with us, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to You

We aim to resolve all complaints fairly, consistently and as quickly as possible. We use feedback to improve our removals, packing, storage and related services across our operating area. Every complaint is treated seriously and is handled in a respectful and confidential manner.

We will always aim to:

Listen carefully to your concerns and understand what went wrong from your perspective.

Acknowledge your complaint promptly and provide clear information about the next steps.

Investigate the issues thoroughly and impartially.

Provide a reasoned response and, where appropriate, offer a fair resolution.

Use the outcome of complaints to improve our internal processes, staff training and customer service standards.

What Is a Complaint

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

The booking process, quotations or pre-move surveys.

The conduct, punctuality or attitude of our team.

Collection, packing, loading, transport, storage or delivery of your goods.

Damage, loss, delay or other issues experienced during your move.

Our handling of a previous concern or communication.

You do not need to use the word complaint for your concern to be treated as one. If you are unhappy with any aspect of our service, you are entitled to raise a complaint under this procedure.

How to Make a Complaint

You can make a complaint in writing or by speaking to us. To help us understand and investigate your complaint effectively, please provide:

Your full name and, if applicable, the name of any business or organisation involved.

The date of your move or the scheduled date of your service.

Your booking or reference number, if available.

A clear description of what went wrong, including relevant dates, locations and the names or roles of any team members if known.

Details of any immediate steps you have already taken to try to resolve the issue.

What outcome or resolution you are seeking, if you have a preference.

We encourage you to raise your complaint as soon as possible after the issue occurs, ideally within 14 days of the service, so that we can investigate while events are still recent and information is readily available.

Stage One: Initial Handling and Acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to an appropriate member of our management team for review.

We will send you an acknowledgement to confirm that your complaint has been received and is being reviewed. This acknowledgement will normally be issued within three working days of receipt. It will explain who is handling your complaint and an estimated timeframe for our investigation.

Stage Two: Investigation and Response

The assigned manager will then investigate your complaint. This may include:

Reviewing your booking details, inventory and service notes.

Checking schedules, vehicle logs and storage records where relevant.

Speaking with staff members who were involved in your move or service.

Reviewing any photographs, condition reports or other supporting documents.

We aim to provide a full written response within 14 working days of acknowledging your complaint. If the matter is complex or further time is required to gather information, we will let you know and keep you updated on progress.

Our response will set out:

Our understanding of your complaint.

A summary of the investigation carried out.

Our findings and any conclusions reached.

Any corrective action we propose to take, including remedies, where appropriate.

Information about what you can do if you are not satisfied with the outcome.

Stage Three: Review of the Outcome

If you are not satisfied with our initial decision or the proposed resolution, you may request a review. Your request for review should set out why you remain dissatisfied and whether there is any additional information you believe we should consider.

The review will normally be conducted by a senior member of our team who was not directly involved in the original investigation. They will reassess the complaint, the evidence and the initial response. We will aim to provide a final written decision within 14 working days of receiving your request for review, or we will explain if more time is needed.

Time Limits

We encourage customers to raise complaints as soon as possible. While we will always try to be helpful, our ability to investigate and resolve issues may be limited if a significant period of time has passed since the service was provided. As a guideline, complaints raised more than six months after the service date may be more difficult to investigate thoroughly.

Confidentiality and Data Protection

All complaints are handled in line with our privacy and data protection obligations. Information you provide will only be shared internally with team members who need it to investigate and respond to your complaint. We will retain records of complaints and their outcomes for an appropriate period for monitoring, training and legal purposes.

Unreasonable or Abusive Behaviour

We understand that moving can be stressful, and we always aim to communicate with patience and respect. In return, we ask that customers treat our staff in the same way. We reserve the right to restrict communication or bring the complaints process to a close where behaviour becomes abusive, threatening or persistently unreasonable. This does not affect your legal rights.

Learning from Complaints

Mill Hill Removals values all feedback, including complaints, as an important source of learning. We regularly review complaint trends and outcomes to identify areas where we can improve, such as staff training, packing methods, scheduling practices and communication with customers throughout the moving process.

By following this Complaints Procedure, we aim to resolve individual concerns fairly while continuously raising the standard of our removals and related services for customers in our service area.