Complaints Procedure
Kingston Movers Complaints Procedure
Kingston Movers is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage. Our aim is to resolve issues fairly, promptly, and transparently.
Purpose of this Complaints Procedure
This procedure is designed to give customers a clear, simple route to raise complaints about any aspect of our moving, packing, storage, or related services. It explains how complaints are recorded, investigated, and resolved, and sets out the timescales within which we will usually respond.
We use feedback from complaints to review our performance, improve staff training, and enhance the overall quality of our removals services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction from a customer about our services, whether justified or not, where a response or resolution is explicitly or implicitly expected. This can include, but is not limited to:
Service issues, for example delays, problems with collection or delivery, or communication concerns during your move. Conduct issues, such as the behaviour or professionalism of our moving teams or office staff. Concerns about how your belongings have been handled, including damage, loss, or packing quality. Disputes about charges, quotations, invoices, or payment terms.
If you are unsure whether your concern is a complaint, you may still raise it with us and we will ensure it is handled appropriately.
Raising a Complaint Informally
Many issues can be resolved quickly by speaking to the team member you have been dealing with, such as the move coordinator or supervisor on the day of your move. Wherever possible, we encourage you to raise concerns as soon as they arise so that we have the opportunity to put things right at an early stage.
When you raise an issue informally, we will listen carefully, clarify the problem, and work with you to find a practical solution. If you are not satisfied with the informal response, or if the matter is more serious or complex, you can use our formal complaints process.
Making a Formal Complaint
If you wish to make a formal complaint, you should submit it in writing so that we have a clear record of the details. Please include the following information to help us investigate effectively:
Your full name and the address relating to the move. The date of your move and any reference numbers you have been given. A clear description of what went wrong, including relevant dates and the names or roles of any team members involved, if known. Any supporting information that may help us understand the issue, such as photographs of damage or copies of documentation. How you would like us to resolve the matter, if you have a preferred outcome.
We will acknowledge written complaints and begin our investigation in line with the timescales set out below.
How We Handle Your Complaint
Once we receive your formal complaint, we will record it in our internal complaints log. An appropriate member of our management team, who is not directly involved in the matter complained about, will review and investigate the issues you have raised.
Our investigation may include reviewing your original quotation and booking details, examining job sheets and inventory lists, speaking to the removals crew and office staff involved in your move, and assessing any photographs, written evidence, or other materials provided.
We may contact you for further information or clarification, particularly where details are incomplete or where we need a better understanding of how the issue has affected you.
Response Times
We will usually acknowledge receipt of your complaint within a reasonable period, confirming that it is being reviewed. We aim to provide a full written response once our investigation is complete. The time required may vary depending on the complexity of the complaint and how quickly we can obtain all necessary information.
If, for any reason, we are unable to provide a full response within our usual time frame, we will let you know, explain the reason for the delay, and give an indication of when you can expect a final outcome.
Outcomes and Remedies
After completing our investigation, we will provide you with a clear written outcome. This will summarise the complaint, explain the steps we have taken to investigate, set out our findings, and detail any actions we propose to take.
Possible outcomes may include an explanation or clarification where there has been a misunderstanding, an apology where we have fallen short of our standards, corrective action to prevent a recurrence of the issue, and, where appropriate, a remedy such as repair, replacement, or financial settlement in line with our terms and conditions and any applicable insurance arrangements.
Escalating Your Complaint
If you are not satisfied with our final response, you may request that the complaint is reviewed by a more senior manager within Kingston Movers. We will then re-examine the case, including all previous correspondence and any new information you wish to provide.
Following this review, we will issue a further written response, confirming whether our original decision is upheld or varied and explaining the reasons for our conclusions.
Your Responsibilities When Making a Complaint
To help us deal with your complaint effectively and fairly, we ask that you provide accurate and complete information, raise concerns as soon as reasonably possible after the event, keep copies of any relevant documents, and communicate with our staff in a respectful and constructive manner throughout the process.
Using Complaints to Improve Our Service
We review complaint records regularly to identify patterns, recurring issues, or areas where our removals services can be improved. This may lead to updates in staff training, operational procedures, or customer communication. By giving us feedback, you help us maintain and enhance the quality of service we provide to all customers.
Review of this Complaints Procedure
Kingston Movers may update this Complaints Procedure from time to time to reflect changes in our operations, industry standards, or legal requirements. The version published on our official website will always be the most current and will apply to any new complaints raised after the date of publication.
