Complaints Procedure

Kennington Removals Complaints Procedure

Kennington Removals is committed to providing a professional, reliable and courteous removals service for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know, so that we can put matters right where possible and improve our services for the future. This complaints procedure explains how you can raise a concern with us and how we will handle it.

Our Commitment to You

We aim to handle all complaints fairly, consistently and promptly. We will always treat you with respect and will investigate your complaint carefully and impartially. Our objectives are to:

Clearly understand your concern or complaint.

Respond within reasonable and stated timescales.

Provide an explanation, apology and remedy where appropriate.

Use feedback to improve our domestic and commercial removals services.

What This Procedure Covers

This procedure applies to complaints about our removal and related services, including:

Home removals and relocations.

Office and business moves.

Packing, unpacking and materials supplied.

Storage services associated with a move.

Conduct, attitude or behaviour of our staff or subcontractors.

Damage, loss, delays or other service concerns linked to a move.

If you are unsure whether your issue is covered, you may still submit your concern and we will guide you as to the next steps.

Raising an Informal Concern

Many issues can be resolved quickly if raised as soon as they arise. In the first instance, we encourage you to speak to our team involved with your move, for example on the moving day or shortly afterwards. Explain what has happened, what outcome you are seeking and any relevant details such as dates, addresses and inventory items.

Where possible, our team will aim to resolve the matter immediately or within a short period. If you are not satisfied with the response, or if the issue is more serious or complex, you may use the formal complaints procedure set out below.

Making a Formal Complaint

If your concern cannot be resolved informally, you can make a formal complaint. To help us investigate thoroughly and respond effectively, please provide:

Your full name and postal address.

Details of your move, including dates and locations.

A clear description of the issue and how it has affected you.

Any relevant supporting information, such as photographs or inventory notes.

What outcome or resolution you are seeking.

We encourage you to raise your complaint as soon as possible after the issue arises, and ideally within 28 days of your move or of becoming aware of the problem. Complaints raised promptly are easier to investigate fully.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow these stages:

Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being reviewed. We will also tell you who will be responsible for handling it.

Initial review: We will review the details you have provided and may contact you to clarify points or request further information.

Investigation: We will examine records linked to your move, such as booking details, job sheets and any relevant photographs or notes from our staff. Where appropriate, we may also take statements from team members involved.

Outcome and response: After completing our investigation, we will provide you with a written response outlining our findings, any conclusions we have reached, and any actions or remedies we propose.

We aim to provide a full response within 28 days of receiving your formal complaint. If we are unable to respond within this timescale, for example because we require additional information or are awaiting further evidence, we will let you know and give an updated timeframe.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:

A clear explanation of what happened and why.

A sincere apology where our service has fallen below expectations.

Corrective action to resolve any ongoing issues.

Consideration of compensation or reimbursement where appropriate and in line with our terms and conditions.

Improvements to our internal processes, staff training or service standards to prevent recurrence.

If You Remain Dissatisfied

We want to resolve complaints directly and constructively wherever possible. However, if you remain dissatisfied after receiving our final response, you may request that your complaint is reviewed at a more senior level within the company. You will be advised of the process and any additional information required.

Any further review will focus on whether the original investigation was fair, thorough and consistent with our policies and obligations.

Data Protection and Confidentiality

All complaints will be handled in confidence and in accordance with applicable data protection laws. Information you provide will be used only for the purpose of investigating and responding to your complaint, and for improving our removals services. It will be stored securely and retained only for as long as necessary.

Continuous Improvement

Feedback and complaints are important to the ongoing development of Kennington Removals. We regularly review complaints data to identify patterns, training needs and opportunities to enhance our moving, packing and storage services. By raising a concern, you are helping us to maintain and improve the quality and reliability of our work.

This complaints procedure does not affect your statutory rights. We encourage all customers to raise any issues as early as possible so that we have the opportunity to address them promptly and professionally.