Complaints Procedure for Kingston Upon Thames Removals

Kingston Upon Thames Removals is committed to providing professional, reliable removal and storage services. 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 and improve our services. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Scope of this complaints procedure

This procedure applies to complaints about our home removals, office moves, packing services, storage arrangements and any related services we provide. It covers concerns about service quality, timelines, conduct of our staff, loss or damage to goods, and communication before, during or after your move.

This procedure does not cover general enquiries, requests for quotations or routine booking changes. Those should be raised through our usual customer service channels.

Our complaints principles

When dealing with complaints, Kingston Upon Thames Removals aims to:

Respond promptly and courteously.

Investigate fairly and impartially.

Keep you informed at each stage of the process.

Offer appropriate remedies where a complaint is upheld.

Use feedback to improve our removal and storage services in the local area.

How to make a complaint

You can raise a complaint in writing or verbally. Written complaints are preferred, as they help us keep an accurate record and ensure we fully understand the issues you have experienced.

When submitting a complaint, please provide the following information where possible:

Your full name and, if relevant, company name.

The service you used, such as house removal, office move, packing or storage.

The date of your move or the date on which the problem occurred.

Your booking reference or invoice number, if available.

A clear description of what went wrong and how it has affected you.

Details of any conversations you have already had with our team about the issue.

Any evidence that may help us investigate, such as photographs of damage or copies of correspondence.

Time limits for raising a complaint

We encourage you to raise any concerns as soon as possible. Timely complaints mean we can investigate while events are still fresh and relevant records are readily available.

For damage to property or belongings, please report this as soon as you become aware of it. Where possible, notify us on the day of your move or within a reasonable period afterwards. Claims for loss or damage may also be subject to specific time limits under our terms and conditions or under any applicable insurance policy.

Stage 1: Initial review and acknowledgement

Once we receive your complaint, we will log it in our internal system and carry out an initial review. We will usually acknowledge your complaint within a reasonable number of working days. Our acknowledgement will confirm that we have received your concerns and outline the next steps in the process.

If we need further information to understand your complaint, we may contact you to ask questions or request additional details. Providing this information promptly will help us progress your complaint more quickly.

Stage 2: Investigation

Your complaint will be assigned to an appropriate member of our management team who is not directly involved in the matter you are complaining about, wherever possible. During the investigation we may:

Review your booking details, job sheets and any relevant documentation.

Speak to the crew members or office staff involved in your move.

Examine photographs, inventory lists or any other supporting evidence.

Consider our terms and conditions and any applicable insurance arrangements.

We aim to complete our investigation within a reasonable timescale. If, for any reason, the investigation is likely to take longer, we will let you know and provide an updated timeframe.

Stage 3: Outcome and response

When our investigation is complete, we will provide you with a written response setting out:

A summary of your complaint.

The steps we have taken to investigate.

Our findings and whether your complaint is upheld in full, in part, or not upheld.

Any actions we will take to put things right or to prevent similar issues in future.

Possible outcomes may include an explanation or apology, corrective action, a gesture of goodwill, or a recommendation to pursue an insurance claim where appropriate. Any remedies will be considered on a case-by-case basis, taking into account the circumstances, the evidence available, and our contractual obligations.

If you remain dissatisfied

If you do not agree with our response at Stage 3, you may request a further review. In doing so, please explain why you remain dissatisfied and what outcome you are seeking. A senior member of our management team will then re-examine your complaint, the investigation carried out, and the decision reached.

Following this review, we will write to you again with our final position. This will usually conclude our internal complaints procedure.

Recording and learning from complaints

Kingston Upon Thames Removals records and monitors all complaints to identify trends, recurring issues and areas where our services can be improved. We may use complaint data to:

Provide additional training to our removal crews and office teams.

Review our packing and handling procedures.

Update our policies, terms and conditions, and customer communications.

Improve service standards for customers planning moves within or from the Kingston upon Thames area and surrounding locations.

Confidentiality and data protection

All complaints are handled with appropriate confidentiality. Information will be shared only with staff who need it to investigate and resolve your concerns. We will store information relating to your complaint securely and in line with our data protection obligations. We will not disclose your personal details to third parties except where necessary to handle your complaint or where required by law.

Review of this procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. Kingston Upon Thames Removals reserves the right to update or amend this procedure at any time to reflect changes in our services, legal requirements or best practice in complaint handling.

We appreciate all feedback from our customers and are committed to handling every complaint professionally and constructively, helping us maintain high standards across our removal and storage services.