Complaints Procedure for Removals Kingston upon Thames

This complaints procedure explains how customers using our removals and related services in and around Kingston upon Thames can raise concerns and how those concerns will be handled. Our aim is to resolve issues fairly, promptly and transparently, and to use all feedback to improve the quality, safety and reliability of our moving services.

Our commitment to you

We are committed to providing a professional and reliable removals service for homeowners, tenants and businesses. If something goes wrong, we want to know about it. We will listen carefully, investigate thoroughly and respond clearly. You will not be treated unfavourably for making a complaint and your service will not be adversely affected because you have raised a concern.

What is a complaint

A complaint is any expression of dissatisfaction about our removals or storage services, whether justified or not, where you expect a response. This can include concerns about booking administration, punctuality, conduct of staff, packing and handling, loading or unloading, transport of goods, damage or loss of property, final charges, or any aspect of our customer service before, during or after your move.

Raising an issue informally

Many concerns can be resolved quickly and informally. If you are unhappy with any aspect of our removals service, please speak to the team on the day of your move or to the office as soon as possible. We recommend you do this while the work is in progress, or within a short time afterwards, so that we can put things right promptly wherever possible.

Where we are able to resolve your concern immediately and you are satisfied with the outcome, the matter will normally be treated as informal feedback rather than a formal complaint. However, you are always entitled to ask that your concern be logged and handled as a formal complaint.

How to make a formal complaint

If your concern is not resolved informally, or you prefer a more formal process, you can submit a complaint in writing. Please clearly state that you are making a complaint and provide as much relevant information as possible, including your full name, service address, date of the move or booking, a clear description of what happened, details of any loss or damage, and what outcome you are seeking.

Providing clear photographs, inventory notes, or any other supporting information will help us assess your complaint accurately. Please keep any damaged items and packaging until the investigation is complete, in case inspection is required.

Time limits for complaints

To allow us to investigate effectively, we ask that complaints about removals work are made as soon as reasonably possible. Concerns about service quality or staff conduct should normally be raised within 7 days of the service being provided. Concerns about loss or damage to items should normally be raised within 7 days of delivery or unloading. Complaints received after a longer period may still be reviewed, but the passage of time can limit the evidence available.

How we will handle your complaint

Once we receive your formal complaint, we will acknowledge it and begin our internal investigation. Our complaints process is designed to be fair, consistent and proportionate to the issues raised. The person investigating your complaint will be someone with appropriate authority who was not directly responsible for the problem you have raised.

Investigation process

During the investigation we may review booking records, job sheets, inventory lists, condition reports, photographs, staff statements and any other relevant documents. We may contact you to clarify points, request further information or discuss possible resolutions. If your complaint relates to alleged damage or loss, we may ask for additional evidence or, where practical, to inspect the item concerned.

We aim to complete our investigation and provide a full written response within a reasonable time. If, due to the complexity of the matter, more time is needed, we will let you know and give an updated timescale.

Our response and possible outcomes

When we have completed our investigation, we will provide a clear written response setting out the outcome. This will explain whether your complaint is upheld in full, upheld in part, or not upheld. We will outline the reasons for our decision, the evidence we relied upon and any steps we propose to take.

Where your complaint is upheld, potential remedies may include an apology and explanation, corrective action in relation to future services, a review of our procedures or staff training, and, where appropriate and in line with our terms and conditions, financial redress or contribution towards repair or replacement of items. Any remedy will be assessed on a case-by-case basis, taking into account our contractual obligations, the evidence available and relevant industry standards for removals and storage work.

If you remain dissatisfied

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed at a higher managerial level, where available. Your request should set out clearly why you disagree with the decision and provide any further information you consider relevant. The review will consider whether the original investigation was thorough and fair and whether the decision reached was reasonable in light of the evidence.

This internal review is the final stage of our complaints procedure. Once it is complete, we will issue a final written response. This will explain our final position and any further options that may be open to you under applicable law or through any external schemes to which we may belong, where relevant.

Using feedback to improve our service

We value all feedback, including complaints, as an essential part of improving our removals and storage services for customers in Kingston upon Thames and the surrounding areas. We periodically review complaints to identify recurring themes, patterns or training needs. Lessons learned from complaints may lead to changes in our procedures, staff training, customer communication, packing methods, handling practices and vehicle loading arrangements, with the goal of reducing the likelihood of similar issues arising in the future.

Confidentiality and data protection

All complaints will be handled sensitively and in accordance with our obligations under data protection legislation. Information will be shared only with those who need it to investigate and resolve your complaint or to fulfil legal and regulatory requirements. Complaint records will be retained for an appropriate period as part of our quality assurance and risk management processes.

Accessibility of this procedure

This complaints procedure is intended to be clear and accessible to all customers using our removals services in the local area. If you require any reasonable adjustments in order to make a complaint or to understand this procedure, please contact us in advance of your move or as soon as possible so that we can discuss the best way to assist you.