Complaints Procedure
Removals Kennington Complaints Procedure
This complaints procedure explains how customers using our removals services in and around Kennington can raise concerns and how we will deal with them. Our aim is to handle all complaints fairly, consistently and as quickly as possible, while learning from any issues so we can improve our moving services.
Our Commitment to You
We are committed to delivering a professional and reliable removals service, from initial enquiry through to the safe completion of your move. If something goes wrong, we want to know about it. Every complaint is treated seriously, and we aim to resolve problems in a way that is fair and transparent for all parties.
We will always:
Listen carefully to your concerns, record the details accurately, investigate what has happened, keep you updated on progress, and provide a clear response with reasons for any decisions we make.
What This Procedure Covers
This complaints procedure applies to all aspects of our removals services in the Kennington area, including but not limited to home moves, office moves, packing and unpacking services, loading and unloading, storage related to a removal, arrival times and scheduling, conduct and behaviour of our team, protection of property and possessions, quality of service and customer care, and billing and quotations.
It does not cover general enquiries, booking questions, or routine service requests, which should be raised through our usual customer contact channels.
How to Make a Complaint
You should raise any concerns as soon as possible after the issue occurs, so that we can investigate promptly and accurately. Please provide as much detail as you can, including your full name, your address and the address of the move, the date of your removal service, a clear description of what went wrong, any relevant reference or job numbers, and any supporting information such as photographs or inventory lists.
You can make a complaint verbally or in writing. Written complaints help us to understand the situation clearly and keep an accurate record of what has happened.
Verbal Complaints
If you prefer to speak to someone, you can raise your complaint with a member of our team. This may be the team leader on the day of your move or our office-based staff. We will do our best to resolve simple issues immediately or on the same day.
Where the matter cannot be resolved straight away, we will log the details of your complaint and pass it to the appropriate person to investigate. You may be asked to follow up in writing so that we have a full record.
Written Complaints
For more complex issues or where you would like a detailed response, we recommend submitting your complaint in writing. Written complaints enable us to review all aspects carefully and provide a thorough reply.
When we receive your written complaint, we will acknowledge it and begin our investigation. Please keep copies of anything you send to us for your own records.
Acknowledgement and Timeframes
We aim to acknowledge all complaints within a reasonable period of receiving them. In our acknowledgement, we will confirm that we have logged your complaint and outline the next steps in the process.
We aim to provide a full response within a set timeframe of our acknowledgement. If the matter is complex or requires additional enquiries, we will let you know that more time is needed and provide an updated timescale. Throughout the process, we will keep you informed of progress where appropriate.
How We Investigate Complaints
Each complaint is investigated by an appropriate member of our team, depending on the nature and seriousness of the issue. Our investigation may include reviewing relevant documentation such as quotes, inventories and removal schedules, speaking with the staff involved in the move, reviewing any photographs, videos or other evidence provided, and, where necessary, discussing the matter further with you to clarify any details.
We will consider your complaint impartially, looking at what happened, whether our procedures were followed correctly, and whether the level of service provided met our standards for removals in Kennington and nearby areas.
Our Response and Possible Outcomes
Once our investigation is complete, we will provide you with a written or verbal response, depending on how you contacted us and your preferences. Our response will explain our understanding of the complaint, summarise the investigation carried out, state our findings and conclusions, and set out any actions we will take as a result.
Possible outcomes may include an explanation or clarification, an apology where appropriate, corrective action to put things right where this is possible, and steps to prevent similar issues occurring in future, such as staff training or changes to our procedures.
If You Are Not Satisfied
If you are unhappy with our response, you can ask for your complaint to be reviewed. When you request a review, please explain why you remain dissatisfied and what outcome you are seeking. A more senior person, who was not directly involved in the original decision where possible, will look again at your complaint, the investigation and the outcome reached.
After this review, we will provide you with a final response setting out the result of the reconsideration and the reasons for our decision.
Claims Relating to Loss or Damage
Where your complaint involves alleged loss of, or damage to, items during your move, it is important that you notify us as soon as you become aware of the issue. We may ask for photographs, details of the items involved, and any relevant supporting information. Our handling of such complaints will take into account any applicable terms, conditions and limitations that form part of your agreement with us. Any settlement will be made in accordance with those terms.
Using Complaints to Improve Our Service
We view complaints as an important source of feedback on our removals services in the Kennington area. Where appropriate, we will use the findings from individual complaints to review and improve our training, policies and working practices. By learning from what has gone wrong, we aim to reduce the likelihood of similar issues occurring in future and to enhance the overall experience for our customers.
Confidentiality and Data Protection
All complaints are handled with respect for your privacy. Information you provide in connection with a complaint will be used only for the purposes of investigating and resolving the issue, managing our services, and meeting any legal or regulatory requirements. We will store your complaint records securely and retain them for an appropriate period, after which they will be disposed of safely.
Review of This Complaints Procedure
This complaints procedure is kept under regular review to ensure it remains clear, effective and suitable for customers using our removals services. Changes may be made from time to time to reflect developments in best practice, customer expectations, or legal and regulatory requirements.
