Complaints Procedure

Complaints Procedure for Removal Company Kensington

Removal Company Kensington is committed to delivering a reliable, professional removals service, from initial enquiry through to the safe delivery of your belongings. On the rare occasion that something does not meet your expectations, this complaints procedure explains how you can raise a concern and how we will work to resolve it fairly and efficiently.

1. Purpose of this Complaints Procedure

This complaints procedure sets out a clear, accessible process for customers who wish to express dissatisfaction with any aspect of our services. It applies to all removals, packing, storage, and associated services we provide. Our aim is to resolve issues quickly, learn from them, and continually improve the way we operate.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the service you have received from Removal Company Kensington. This may include, but is not limited to:

Concerns about the standard of packing, handling, loading, unloading, or transport of your belongings.

Issues with punctuality, conduct, or behaviour of our removals team.

Disagreement about charges, quotations, additional services, or invoicing.

Problems with communication, documentation, or the information provided before or after your move.

Any perception that we have not followed our terms and conditions or have failed to meet agreed service standards.

3. Principles Guiding Our Complaints Handling

Our approach to complaints is based on the following principles:

Accessibility: The procedure is simple to follow and available to all customers.

Fairness: All complaints are treated impartially, with no bias towards any party.

Confidentiality: Information you provide is handled sensitively and only shared with those who need it to investigate and resolve the matter.

Timeliness: We aim to acknowledge and resolve complaints as quickly as reasonably possible.

Transparency: We explain our findings, decisions, and any remedies clearly.

Improvement: We review complaints regularly to identify trends and improve our removal services.

4. How to Make a Complaint

You can raise a complaint in writing or verbally. To help us investigate effectively, please provide the following information where possible:

Your full name and the address where the removal service took place.

The date of your move and any booking or reference numbers supplied.

A clear description of what went wrong, including dates, times, locations, and names of any staff you dealt with, if known.

Details of any loss, damage, or inconvenience you have experienced.

Any supporting evidence you may have, such as photographs, inventories, or written correspondence.

What outcome you are seeking, for example an explanation, apology, corrective action, or compensation in line with our terms and conditions.

5. Timescales for Submitting a Complaint

To ensure we can investigate thoroughly, we ask that you raise your complaint as soon as reasonably possible after the issue arises. For complaints involving alleged loss or damage to goods, please refer to your contract and any associated terms and conditions for notification periods, as these may affect your rights and any potential remedies.

6. Our Complaints Handling Stages

Stage 1: Initial Review

Once we receive your complaint, it is logged in our internal system. An appropriate member of staff will review the information provided and may contact you to clarify details or request further evidence. We will acknowledge your complaint and confirm that it is being investigated.

Stage 2: Investigation

We will examine relevant records, job sheets, inventories, and any related communication. Where necessary, the staff involved in your move, or any supervisors who were present, may be interviewed. Our objective is to understand what happened, why it happened, and what steps can be taken to resolve the matter.

Stage 3: Response and Outcome

When the investigation is complete, we will provide a written response setting out:

A summary of your complaint.

Our findings based on the information and evidence available.

Any proposed resolution, which may include an apology, a corrective action, an explanation, or an offer of redress in accordance with our terms and conditions and any applicable insurance arrangements.

Where we are unable to fully uphold your complaint, we will explain the reasons clearly and provide the basis for our decision.

7. Escalating Your Complaint

If you are not satisfied with the outcome at Stage 3, you may request that your complaint is reviewed at a more senior level within Removal Company Kensington. In your escalation request, please explain why you are unhappy with the initial decision and provide any additional information that you believe is relevant.

The escalated review will consider the original investigation, the decision made, and any new evidence or comments you have submitted. We will then provide a further written response. This represents the final stage of our internal complaints procedure.

8. Remedies and Compensation

Any remedies or compensation offered will be assessed individually, taking into account:

The nature and impact of the issue.

Our contractual obligations and any limitations set out in our terms and conditions.

The extent to which any loss or damage is covered by insurance or other protections.

Your own actions and whether reasonable steps were taken to mitigate potential losses.

We do not guarantee any particular form of remedy, but we will always aim to act reasonably and in good faith.

9. Recording and Monitoring Complaints

All complaints, whether upheld or not, are recorded and regularly reviewed by our management team. This allows Removal Company Kensington to identify common themes, address any training needs, improve our processes, and enhance the overall quality and reliability of our removal services.

10. Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes, or legal and regulatory requirements. The latest version will always apply to new complaints. If your complaint is already in progress, we will handle it using the procedure in place at the time it was submitted, unless a change clearly benefits you and you agree to it.

Our goal is to provide a smooth, efficient, and professional removal experience. If something does go wrong, this procedure ensures that your concerns are heard, investigated properly, and used to help us maintain high standards of service.