Complaints Procedure for HR ONE LONDON LIMITED

This Complaints Procedure explains how HR ONE LONDON LIMITED manages concerns and formal complaints related to our removal services. It is designed to be clear, fair and accessible for anyone who feels the standard of service, communication, or the handling of belongings during a move did not meet expectations. The purpose of this policy is to provide an effective and timely process for recording, investigating and resolving complaints while learning from each case to improve our removals operations.

Principles and scope

Our approach is based on transparency, independence of review and proportionality. We accept complaints from customers, their representatives and other affected parties about any aspect of our removal service provision, including packing, transit, delivery, condition of property and the behaviour of staff or contractors. The procedure applies equally to small local relocations and larger multi-stage moves and is not limited by the scale of the job.

Initial acknowledgement and response

All complaints will be acknowledged promptly and recorded in our complaints register. On receipt we will provide a clear outline of the next steps and an expected timescale. In most cases we aim to acknowledge complaints within two working days and provide a substantive response within 10 working days. If the issue is complex we will explain why more time is needed and keep the complainant updated. Our removals complaints process focuses on resolving issues swiftly and, where appropriate, offering remediation such as repair, replacement, or a goodwill gesture.

Anyone may raise a concern at any time by submitting a formal complaint in writing. We encourage complainants to include relevant details such as booking references, dates, locations, a clear description of the issue and any supporting evidence like photographs or inventories. Complaints outside the scope of our service (for example, unrelated third-party actions) will be recorded and signposted to the appropriate body. We treat all reports seriously and ensure staff are supported through the investigative process.

Investigation and impartial review An appointed complaints officer will lead the investigation, gathering statements, reviewing records and inspecting any damaged items where necessary. Our aim is to complete factual investigations promptly and to ensure findings are objective. Where possible, a senior manager not previously involved in the move will review the investigation to provide an independent assessment. Confidentiality is maintained throughout, and personal data is handled in accordance with privacy obligations.

Outcomes of investigations are documented and communicated in writing. Possible outcomes include: correction of service, refund, compensation for verified loss or damage, and improvements to internal procedures. Each outcome will explain the rationale and any actions taken. We record lessons learned and, where systemic issues are identified, implement training, revised procedures or supplier reviews to prevent recurrence.

Wherever practical, our response will include an apology when the company is at fault and a clear description of what will be done to resolve the matter. If a complaint relates to pricing or contractual terms, we will examine the paperwork and explain our position, seeking an equitable resolution. We aim to be honest and constructive and to preserve professional relationships while protecting the interests of both the customer and the company during remedies.

Escalation and internal review If a complainant is dissatisfied with the initial decision they may request an internal review. The request should state the grounds for review and any new evidence. Internal reviews are conducted by a senior director or a panel who were not involved in the original decision. Reviews focus on whether the investigation was thorough and whether the decision was reasonable in light of the evidence. We aim to complete reviews within 15 working days and will confirm the final position and any further actions.

Monitoring, records and continuous improvement We maintain a secure complaints log to track trends, response times and outcomes. This enables management to identify recurring issues within our removal company operations and to prioritise improvements. Regular reports are used to inform staff training, supplier performance reviews and operational policy changes. Our objective is to reduce the number of incidents and to enhance customer experience through evidence-based improvements. Strong record-keeping ensures transparency and accountability, and our team is trained to treat complaints as opportunities for improvement rather than just administrative tasks.

Accessibility and fairness The company is committed to making the complaints process accessible to all. Reasonable adjustments are made for individuals who require assistance to submit a complaint or participate in an investigation. We do not tolerate retaliation against anyone who raises a concern in good faith. Every complainant will be treated respectfully and their situation evaluated impartially, regardless of the nature of the removal service involved.

Time limits and closure

While we encourage prompt reporting of any problems, complaints are accepted even after a move is completed, provided they are raised within a reasonable period. Once a complaint is resolved and the outcome communicated, we will consider the file closed unless new evidence emerges and a re-opening is justified. Closure is accompanied by a record of what was decided and why, and any follow-up actions scheduled to ensure compliance with the resolution.

Commitment to quality HR ONE LONDON LIMITED is committed to maintaining high standards for its removal services. Our complaints policy is part of that commitment: it guides how we respond when things go wrong, how we compensate where appropriate, and how we learn and adapt. By handling complaints professionally and constructively we aim to improve service delivery for all future moves.