Complaints Procedure for Kingston upon Thames Removal Van Services
We are committed to delivering a reliable and professional removal service in Kingston upon Thames and the surrounding areas. However, we recognise that occasionally things may not go as planned. When this happens, we want to hear from you so that we can resolve the matter quickly and fairly, and use your feedback to improve our services.
Our Commitment to You
Our aim is to handle every concern with care, respect and transparency. We will always strive to:
Listen carefully to your complaint and understand the issue in full, acknowledge your complaint promptly, investigate what has happened in a fair and objective way, keep you informed throughout the process, and offer a clear outcome and explanation, including any proposed remedies.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our removal or related services, whether justified or not. This may include, for example:
Concerns about the standard of packing, loading or unloading, delays or issues with collection or delivery, problems with conduct, attitude or communication from our team, concerns about how your belongings have been handled, or any aspect of our customer service, paperwork or invoicing.
You do not need to use formal language or refer to this document for your concern to be treated as a complaint. If you tell us you are unhappy with our service, we will treat it seriously and follow this procedure.
Raising a Complaint
You can raise a complaint verbally or in writing. We recommend that you provide the following details to help us deal with your complaint efficiently:
Your full name, the address where our service took place, the date of your move or booking, a clear description of what went wrong and when it happened, and any relevant supporting information, such as photographs, inventory notes or written communications.
Where possible, please notify us of any concerns as soon as you become aware of them. Prompt reporting helps us to investigate effectively and may make it easier to resolve the matter.
How We Handle Your Complaint
When we receive your complaint, we will follow these steps:
First acknowledgement: We will acknowledge your complaint as soon as reasonably possible. If you raised your concern verbally, we may confirm our understanding of your complaint in writing to ensure accuracy.
Initial review: We will review the details you have provided and identify what further information, if any, we require. We may contact you to clarify certain points or ask for additional evidence.
Investigation: A member of our management team will investigate your complaint. This may include speaking to the staff involved, reviewing schedules, job sheets and inventory lists, and examining any photographs or other documentation.
Response: Once our investigation is complete, we will write to you with our findings. We will explain what we have found, whether we uphold your complaint in full or in part, and what steps we propose to take.
Timescales for Response
We aim to resolve most complaints within a reasonable timeframe. While specific timescales may vary depending on the complexity of the issue and the availability of information, we will:
Acknowledge your complaint promptly, keep you updated if our investigation takes longer than expected, and provide a final response as soon as we are able to complete a thorough review.
If there is likely to be any delay, we will inform you of the reason and let you know when you can expect an update or outcome.
Possible Outcomes and Remedies
Following our investigation, we may offer one or more of the following outcomes, depending on the circumstances and our findings:
A clear explanation or apology where things have gone wrong, corrective action to put things right where reasonably possible, such as adjustments to future services, practical steps to prevent similar issues from occurring again, and, where appropriate, consideration of a goodwill gesture or other remedy.
Any remedy will be based on the facts established during our investigation and in line with our terms and conditions and any applicable legal requirements.
Your Responsibilities During the Process
To help us investigate your complaint fairly and efficiently, we ask that you:
Provide accurate and complete information, respond to our requests for clarification or further evidence, treat our team with courtesy and respect, and allow us a reasonable amount of time to review and respond.
We may not be able to reach a fair conclusion if relevant information is withheld or significantly delayed.
Appealing or Escalating a Complaint
If you are not satisfied with the outcome of your complaint, you may request a review of the decision. In such cases, where possible, a different manager or senior member of the team will review the complaint, the investigation and the outcome already provided.
We will then confirm whether we uphold the original decision or if any change is appropriate, and we will explain our reasons clearly.
Complaints Regarding Damage or Loss
If your complaint relates to damage to or loss of items during a removal, it is important that you notify us as soon as possible. If you notice any issues on the day, please raise them with our team at the time, and follow up in writing with details and any photographs.
Claims for damage or loss will be considered in line with our terms and conditions, including any provisions on inventory, packing, and insurance. We may require evidence of the condition and value of items, so please keep any relevant receipts, photographs or reports.
Using Feedback to Improve Our Service
Every complaint is an opportunity for us to review our practices and raise our standards. We record and monitor complaints to identify any recurring issues in our removal services across Kingston upon Thames and nearby areas. Where appropriate, we provide additional training, update procedures or adjust our operations to prevent similar problems from arising in the future.
Review of This Complaints Procedure
We reserve the right to amend this complaints procedure from time to time to reflect changes in our services, relevant regulations or best practice. The version in force at the time you make your complaint will apply to the handling of that complaint.
We encourage all customers to contact us if they experience any difficulty with our service, so that we have the opportunity to put things right and maintain the level of trust that is essential to a professional removal company.
