Removals Kingston Complaints Procedure

Removals Kingston is committed to providing a reliable, professional and courteous removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services and how we will handle your complaint in a fair, transparent and timely manner.

Scope of this complaints procedure

This procedure applies to all domestic and commercial customers who have used, or attempted to use, our removal, packing or storage services. It covers issues such as service quality, conduct of staff, damage to property or belongings, delays, communication problems and billing disputes.

Our commitment to you

When you make a complaint, we will:

Listen to your concerns and treat you with respect and courtesy.

Acknowledge your complaint promptly.

Investigate your complaint thoroughly and impartially.

Keep you informed about the progress of your complaint.

Provide a clear explanation of our findings and any action we will take.

Use your feedback to improve our services across our moving and storage operations.

How to make a complaint

You should raise your complaint as soon as possible after the issue arises, so that we can investigate while the details are still clear. You can raise a concern informally with a member of our team or crew on the day of your move, or you can make a formal complaint using the process below.

Step 1: Initial contact

In the first instance, please contact our office with the details of your complaint. To help us investigate effectively, please provide the following information where possible:

Your full name and, if different, the name on the booking.

The date of your move or the date the issue occurred.

The collection and delivery addresses used for the service.

A clear description of what went wrong, including any relevant times, locations or names of staff members.

Any supporting information such as photographs, inventory lists or written notes you made at the time.

We will log your complaint and assign it to a member of our management team for review.

Step 2: Acknowledgement of your complaint

We aim to acknowledge all complaints within three working days of receiving them. Our acknowledgement will confirm that we have received your complaint and provide you with a reference that you can use in any further communication. We may also ask you for additional information or clarification if this is needed to carry out a proper investigation.

Step 3: Investigation and assessment

Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the matter raised. The investigation may include:

Reviewing your booking details, quotations and correspondence.

Speaking to the crew members or staff involved in your move.

Reviewing collection and delivery notes, condition reports and inventory records.

Assessing any photographic evidence or other documents you have provided.

We aim to complete our investigation and provide a full written response within 15 working days of acknowledging your complaint. If, for any reason, we are unable to meet this timescale, we will let you know and provide an updated time frame.

Step 4: Our response

Once we have completed our investigation, we will contact you with a clear and reasoned response, setting out:

What we understand your complaint to be.

The steps we have taken to investigate the matter.

Our findings and any relevant explanations.

Whether your complaint is upheld, partially upheld or not upheld.

Any actions we will take, which may include an apology, corrective action, service improvements or, where appropriate, a gesture of goodwill or compensation.

If you remain dissatisfied

If you are not satisfied with our initial response, you may request that your complaint is reviewed. Please explain why you remain unhappy and what outcome you are seeking. A senior member of our team, who has not previously been involved in the matter, will carry out a further review of your complaint, our investigation and our decision.

We will aim to provide a final response to your request for a review within 15 working days. This response will confirm the outcome of the review and whether any additional steps will be taken.

Claims relating to loss or damage

Where your complaint relates to loss of, or damage to, your belongings, we will follow the claims process set out in our terms and conditions. You may be asked to provide photographs of any damage, proof of value, original purchase receipts or repair estimates. We may also need to inspect the damaged items or arrange for an independent assessment.

Any settlement of claims will take into account the level of cover you selected at the time of booking and the limitations and exclusions set out in our terms and conditions. We will always explain clearly how any offer is calculated.

Time limits

Certain types of complaint, particularly those involving loss or damage, may be subject to specific time limits for reporting and claims. These time limits are detailed in our terms and conditions. To protect your position, you should notify us of any concerns as soon as you become aware of them, ideally on the day of your move or upon delivery.

Confidentiality and data protection

All complaints will be handled confidentially. Information will only be shared with staff who need it to investigate and resolve your complaint, or as required by law. We will process any personal data you provide in accordance with our data protection obligations and our privacy practices.

Using feedback to improve our service

We value all feedback, including complaints, as an important way to monitor and improve the quality of our removals and storage services. We regularly review complaints to identify any recurring issues, trends or areas where additional training, supervision or changes to our processes are needed. Our aim is to use each complaint as an opportunity to learn and enhance the experience for all customers in our service areas.

Review of this complaints procedure

This Complaints Procedure is reviewed periodically to ensure it remains effective, clear and in line with best practice in the removals industry. Any updates will be applied to future complaints and will be made available to customers on request.