Complaints Procedure
Movers Kingston Complaints Procedure
Movers Kingston is committed to delivering a professional and reliable removals service. We recognise that, on rare occasions, customers may feel that their expectations have not been met. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Purpose and Scope of this Procedure
This procedure applies to all customers who use our moving, packing, storage coordination, or related services. It covers concerns about the quality of our work, conduct of our staff or contractors, communication before or during a move, and how we handle your belongings. It is designed to ensure complaints are dealt with fairly, consistently, and as quickly as reasonably possible.
We treat all feedback as an opportunity to review and improve our services. Raising a complaint will not affect your statutory rights and will not disadvantage you in any future dealings with us.
What We Class as a Complaint
A complaint is any expression of dissatisfaction regarding our removals or associated services that requires a response. This may include, for example, delays in collection or delivery, damage or loss of items, issues with packing or unpacking, concerns about staff conduct on site, or administrative problems such as paperwork or invoicing errors.
If you are unsure whether your concern is a complaint or a general enquiry, please still contact us. We will ensure it is directed to the appropriate person and handled under the correct process.
How to Raise a Complaint
You can raise a complaint verbally or in writing. While we will always try to resolve issues raised verbally, we may ask you to confirm more detailed or complex complaints in writing so that we have a clear record of the matter. This helps us investigate thoroughly and respond accurately.
When submitting a complaint, please provide as much information as possible, including your full name, the property addresses for the move, the date of the service, a clear description of what went wrong, and any supporting information such as inventories or photographs of any alleged damage. The more detail you give us, the easier it is for us to investigate and resolve your concerns.
Timescales for Raising a Complaint
We ask that you raise any issues as soon as reasonably possible after they arise. For concerns involving alleged loss or damage to items, we recommend you notify us within a reasonable time following completion of the move, ideally once you have had an opportunity to inspect your belongings at the destination address.
While we will always consider complaints raised later, delays in reporting may limit the steps we can take to investigate and may affect what remedies are available. Prompt reporting allows us to check records, speak to staff while events are still fresh, and review any relevant documentation.
How We Will Handle Your Complaint
Once we receive your complaint, we will acknowledge it within a reasonable period. We will assign it to a suitably experienced person, who may be a manager or another senior member of the team, to ensure that your concerns are reviewed objectively and fairly.
The person handling your complaint will review your account of events, check relevant booking details and inventories, speak to staff or contractors involved in the move, and consider any documents, photographs or other evidence you have provided. We may contact you if we require further information or clarification.
We aim to respond in full within a reasonable timescale. If, for any reason, our investigation is likely to take longer, we will inform you, explain the reasons for the delay, and provide an indication of when you can expect a full response.
Our Response and Possible Outcomes
At the conclusion of our investigation, we will provide you with a clear response setting out the outcome. Where we find that our service has fallen below the standards we aim to uphold, we will explain what went wrong, offer an apology, and outline any steps we propose to take to put things right, where appropriate and proportionate.
Possible outcomes may include an explanation or clarification, corrective action to address ongoing issues, remedial work, or, where applicable and subject to the terms and conditions of your contract and any insurance cover, consideration of compensation for proven loss or damage.
If we do not uphold your complaint, we will explain the reasons and the information on which we have relied in reaching our decision.
Escalation of Your Complaint
If you are dissatisfied with the initial outcome, you may request that your complaint be reviewed at a higher level within our organisation. When you do so, please explain why you remain unhappy and if there is any additional information you would like us to consider.
The reviewer will examine the handling of your complaint and the decision reached, and may carry out further investigation where appropriate. We will then provide you with a final response, which will set out our position and any further steps we are able to take.
Confidentiality and Data Protection
We treat all complaints in confidence. Information you provide will only be shared with staff or third parties where it is necessary to investigate and respond to your complaint, to manage any claim that may arise, or to comply with our legal or regulatory obligations.
We will store complaint records securely and retain them for a period that allows us to review service standards and demonstrate how we have handled concerns. We manage all personal information in line with applicable data protection requirements.
Using Complaints to Improve Our Service
We review complaints regularly to identify patterns, recurring issues and areas where our removals services can be strengthened. Lessons learned may lead to additional staff training, updates to procedures for packing, loading or transport, improvements to our communication before and during moves, and revisions to our documentation.
By following this complaints procedure and learning from every concern raised, Movers Kingston aims to maintain and improve the quality and reliability of the moving services we provide to all customers.
