Complaints Procedure for Our South Kensington Removal Services

Our removal company is committed to delivering a reliable, careful and professional moving service for customers in and around South Kensington. We recognise that, despite our best efforts, things may occasionally go wrong. When this happens, we want to know about it so that we can address your concerns promptly, put things right where possible, and improve our services for the future.

This complaints procedure explains how you can raise a concern, how we will handle your complaint, the timescales you can expect, and what you can do if you remain dissatisfied with our response.

Who This Complaints Procedure Applies To

This procedure applies to any customer who has used, or has agreed to use, our removal, packing, storage or related services. It covers home moves, office relocations and other moving services carried out by our team. We welcome feedback at any stage, whether you are at the planning stage of your move, moving day itself, or after completion of the work.

Our Commitment to You

When you make a complaint, we will:

Consider your concerns seriously and with an open mind. Treat you courteously and respectfully at all times. Investigate what has happened in a fair and objective way. Aim to resolve issues as quickly as possible. Keep you informed about the progress of your complaint. Learn from the outcome and, where needed, improve our processes.

How to Make a Complaint

You can raise a complaint in writing or verbally. We recommend that you set out your concerns in writing wherever possible, as this helps us to understand the details clearly and keep a clear record.

When submitting your complaint, please provide the following information:

Your full name and the address where the removal service was provided. The date of your move or the scheduled date of your move. A clear description of what happened and why you are dissatisfied. Details of any team members involved, if known. Any supporting information you feel is relevant, such as inventory notes or photographs. What you would like us to do to resolve the matter, if you have a preferred outcome.

If you initially raise your concerns verbally with a member of our team, we may ask you to confirm the details in writing so that we can ensure accuracy and conduct a thorough review.

Timescales for Raising a Complaint

We ask that you raise any concerns as soon as reasonably possible after the issue arises. Prompt notification allows us to investigate while events are still recent and evidence is readily available.

In the case of damage to goods or property, it is particularly helpful if you inform us at the time of delivery or within a short period afterwards. However, we will still consider complaints raised later, provided they relate to services we have carried out.

What Happens After You Complain

Once we receive your complaint, we will follow these steps:

1. Acknowledgement: We will acknowledge receipt of your complaint within a reasonable period. If your complaint is in writing, we will usually respond in writing. For verbal complaints, we may respond verbally in the first instance and then confirm our understanding in writing if appropriate.

2. Initial Review: We will review the details you have provided and decide whether we need any further information. Where necessary, we may contact you to clarify certain points, request documents or ask additional questions.

3. Investigation: We will investigate your complaint by reviewing our records, speaking to the staff involved and, if appropriate, inspecting any relevant items or locations. Our aim is to understand exactly what happened and why.

4. Response: Once our investigation is complete, we will provide you with a written response setting out our findings, any actions we propose to take, and our reasons. Where we agree that something has gone wrong, we will explain how we intend to put matters right, in line with our obligations and any applicable terms and conditions.

Timescales for Our Response

We aim to resolve most complaints within a reasonable and practical timeframe from the date we receive all the information needed to investigate. Complex matters, particularly those involving multiple parties, extensive damage or external factors, may take longer. In such cases, we will keep you informed of our progress and let you know when you can expect a full response.

If You Are Not Satisfied With Our Response

If you are not satisfied with the outcome of your complaint, you may contact us again to explain why you remain unhappy. Where appropriate, a more senior member of our team will review both the handling of your complaint and the decision reached.

As part of this review, we may revisit the evidence, seek further clarification, or consider additional information you provide. Following the review, we will confirm our final position in writing.

Claims for Loss or Damage

Where your complaint relates to alleged loss of items, damage to goods, or damage to property, we will assess the issue in line with the terms of our contract with you and any insurance arrangements in place. We may request photographs, inventory lists, receipts or other evidence to help us assess the extent of any loss or damage.

Any offer of repair, replacement, compensation or other remedy will reflect the findings of our investigation, our contractual responsibilities, and any applicable legal requirements.

Data Protection and Confidentiality

We handle all complaints in confidence and will only share information where it is necessary for the fair investigation and resolution of your case. Any personal information you provide will be processed in accordance with our data protection responsibilities and used only for the purpose of addressing your complaint and improving our services.

Continuous Improvement

We regularly review complaints and feedback to identify patterns, training needs and opportunities to enhance the quality of our removal services. This helps us to maintain high standards for customers in South Kensington and the surrounding areas and to minimise the risk of similar issues arising in the future.

By raising your concerns with us, you are helping us to improve. We appreciate your time and cooperation in following this complaints procedure and we are committed to dealing with every complaint fairly, consistently and professionally.