Kingston Removals Complaints Procedure

Kingston Removals is committed to providing a professional and reliable removals and storage service. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise an issue with us, how we will handle your complaint, and what you can do if you are not satisfied with our response.

Purpose of this Complaints Procedure

This procedure is designed to give customers a clear and straightforward way to raise a complaint about any aspect of our services, including home moves, office removals, packing, storage, or related activities. Our goals are to handle complaints consistently, respond within reasonable timescales, and use feedback to improve our services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about the standard of service you have received or expected to receive from Kingston Removals. This may include but is not limited to concerns about conduct of staff or contractors, quality of service, losses or damage, delays, communication, documentation or charges.

If you are unsure whether your issue is a complaint, please raise it with us and we will treat it appropriately. We encourage you to contact us as soon as possible so that we can resolve matters quickly.

How to Make a Complaint

You can make a complaint in writing or by speaking with us. We recommend putting your complaint in writing wherever possible, as this helps us to understand your concerns clearly and respond in a thorough and consistent way.

When submitting your complaint, please include the following information so we can investigate efficiently: your full name and contact details, the address where the service took place if different from your own, the date of your move or service, a clear description of what went wrong, including relevant dates and times, details of any conversations you have already had with our team about the issue, and what outcome or resolution you are seeking.

Stage One: Initial Resolution

In the first instance, we encourage you to raise your concern with the member of staff you have been dealing with, such as your move coordinator or team leader on site. Many issues can be resolved quickly at this stage through discussion, clarification, or a practical solution on the day of the move or shortly afterwards.

If the issue cannot be resolved informally, or you remain dissatisfied, you may escalate the matter as a formal complaint under Stage Two.

Stage Two: Formal Complaint

To submit a formal complaint, please write to our management team, providing the information outlined above. This can be done through any written method you prefer. Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe, usually within five working days. Our acknowledgement will confirm that we are investigating and may request any additional information or evidence that could assist us, such as photographs, inventory documents, or copies of correspondence.

A manager or senior member of staff not directly involved in the original issue will review your complaint. They will examine the details of the service provided, speak with relevant personnel, and consider our internal records and procedures. We may also contact you for clarification during this process.

Investigation and Response Timescales

We aim to complete our investigation and provide you with a full written response within 28 days of acknowledging your formal complaint. If, due to the complexity of the matter, we require more time, we will inform you of the delay, explain the reasons, and indicate when you can expect a final response.

Our written response will outline our understanding of your complaint, summarize the investigation carried out, state our findings and whether the complaint is upheld in full, in part, or not upheld, and confirm any proposed remedies or actions we will take.

Possible Outcomes and Remedies

Where we find that we have fallen short of our standards, we will consider appropriate remedies. These may include an apology and explanation, practical steps to put things right where possible, reviewing and adjusting internal processes or staff training, or financial redress where this is appropriate and in line with our terms and conditions and any applicable industry guidance.

We will clearly explain the reasons for any decision we make and how we have reached our conclusions.

If You Remain Dissatisfied

If you are not satisfied with our final response, you should let us know in writing, stating the reasons you disagree with our decision and any additional information you wish us to consider. A senior manager will review your case again, taking into account any new points raised. We will then provide a final position on your complaint.

Where applicable, and depending on the nature of the service you received, you may have the option to seek independent advice or pursue external dispute resolution or legal remedies. Any such steps will be subject to the relevant rules, time limits, and your own circumstances.

Time Limits for Complaints

We recommend that you notify us of complaints as soon as you become aware of an issue. For claims relating to loss or damage to goods, you should consult our terms and conditions, which set out specific notification periods and any limits on liability. Delays in raising a complaint may affect our ability to investigate thoroughly or offer certain remedies.

Our Commitment to Continuous Improvement

Kingston Removals uses complaint information to review and improve our removals and storage services across the areas we serve. We record and monitor complaints to identify patterns, training needs, and opportunities to enhance customer care, planning, and handling of property. By following this procedure, we aim to treat every customer fairly and maintain high standards in every move we undertake.