Complaints Procedure
Kingston Upon Thames Movers Complaints Policy
Kingston Upon Thames Movers is committed to providing reliable and professional removals and related services. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it so we can put matters right where possible and improve our service for the future. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose of this complaints procedure
The purpose of this procedure is to provide a clear and fair process for dealing with complaints about our services. It applies to all customers who use our moving, packing, storage or associated services. Our aims are to ensure that complaints are handled promptly, consistently and transparently, that you are kept informed throughout, and that we learn from any issues raised.
This procedure covers complaints about the quality of our removals services, conduct of our staff, communication before or during a move, handling of belongings, punctuality, and administration such as bookings and payments. It does not cover matters that are already the subject of legal proceedings or insurance-only claims, although we will still co-operate with any relevant investigation.
Making a complaint
You should raise any concern with us as soon as reasonably possible so that we can investigate while details are still fresh and records are readily available. In the first instance, many issues can be resolved informally by speaking with your move coordinator or the person you have been dealing with. If you are not satisfied after this, or if you prefer to raise a formal complaint straight away, you may do so in writing.
When submitting a complaint, please provide the following information so we can deal with it efficiently: your full name, your service address or collection and delivery locations, the date of your move or service, a clear description of what went wrong, and what outcome you are seeking. Where relevant, you may also provide supporting information such as photographs, inventory lists or copies of correspondence.
Time limits for complaints
We ask that formal complaints relating to a specific move or service are made within a reasonable period from the date of service. This helps ensure that we can properly review driver logs, schedules, job sheets and other records. While we will consider complaints raised later where there is good reason, delays may limit the practical steps we can take.
How we will acknowledge your complaint
Once we receive your formal complaint, we will record it in our internal complaints log. We will then acknowledge your complaint and confirm that it is being investigated. In our acknowledgement, we will provide a reference so that you can quote it in any further communication and we will outline the next steps in the process.
Investigation of your complaint
Your complaint will normally be investigated by a manager who was not directly involved in the matter you are complaining about, wherever practicable. The investigation may include reviewing your booking details, service notes, driver or crew reports, photographs, delivery records, and any previous communication. We may also speak to the staff involved in your move and, if necessary, ask you for further information or clarification.
We aim to carry out investigations thoroughly but proportionately to the nature and seriousness of the complaint. Some matters, such as concerns about the handling of belongings, may require more detailed checks and can take longer. We will always seek to progress investigations without unnecessary delay.
Our response and potential outcomes
After completing our investigation, we will provide a written response setting out our findings. This response will explain whether your complaint has been upheld in full, upheld in part, or not upheld, and will provide reasons for our decision. Where your complaint is upheld or partly upheld, we will outline what steps we will take to remedy the situation, where possible.
Possible outcomes can include an apology, a practical solution such as remedial work or service adjustment, a goodwill gesture, or a review of our internal procedures or staff training. In cases involving potential loss or damage to belongings, we will also explain how this interacts with any insurance cover you may have in place and the relevant terms and conditions of service.
If you are not satisfied with the outcome
If you are unhappy with the initial outcome of your complaint, you may request that the decision is reviewed. This review will normally be conducted by a more senior manager who has not been involved in the original investigation, where possible. You should state clearly why you disagree with the initial decision and provide any additional information you wish us to consider.
Following the review, we will confirm our final position in writing. At this stage, if you remain dissatisfied, we will explain any further options that may be available to you under your contract or under applicable law, such as taking independent advice or pursuing alternative dispute resolution where appropriate.
Confidentiality and data protection
All complaints will be handled with appropriate confidentiality. Information about your complaint will only be shared with staff who need it to investigate and respond. We will store records of your complaint and our responses in line with our data protection obligations and retention policies. These records help us monitor trends and identify areas where our removals services can be improved.
Using complaints to improve our service
We treat every complaint as an opportunity to learn. Feedback about delays, communication, handling of items or any other aspect of our moving services helps us to review our systems, training and procedures. We regularly review our complaints log to look for recurring issues and to ensure that any agreed changes are implemented and monitored.
Our commitment to fair treatment
We will always handle complaints fairly and without discrimination. Raising a complaint will not affect your right to receive our services or any aftercare you are entitled to. We ask that customers treat our staff with respect throughout the complaints process so that we can work constructively towards a resolution.
By setting out this complaints procedure clearly, Kingston Upon Thames Movers aims to give you confidence that any concerns about our removals and related services will be taken seriously, investigated properly and used to drive continuous improvement.
