Kensington Removals Complaints Procedure

At Kensington Removals we aim to deliver a professional and reliable removals service for every customer. If something goes wrong or you are unhappy with any part of our home or office moving service, this Complaints Procedure explains how to tell us, how we will respond, and what you can expect at every stage.

Purpose of this Complaints Procedure

This procedure sets out a clear and fair process for handling complaints about our packing, loading, transport, storage, delivery, customer service or administration. It is designed to:

Promote a quick and straightforward way for you to raise concerns. Ensure that we investigate complaints thoroughly and impartially. Help us put things right where mistakes have been made. Use feedback to improve our removal and storage services.

This procedure applies to all domestic and commercial customers who have used, or have an active booking for, our removals or related services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services or the way they were delivered, whether justified or not. This can include, for example:

Concerns about the conduct, attitude or behaviour of our removal teams or office staff. Issues relating to timekeeping, attendance or completion of agreed work. Problems with packing, loading, transit or unloading of your belongings. Concerns about damage to property or loss of items. Disputes regarding charges, quotes, invoicing or payment. Any aspect of our communication, including booking and aftercare.

We encourage you to raise concerns as soon as possible so that we have the best opportunity to investigate and resolve them promptly.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are preferred as they provide a clear record of the issues raised, but we understand that this is not always convenient and will accept complaints by phone or in person.

When you contact us, please include or be ready to provide:

Your full name and any reference or job number relating to your removal. The date and location of the service carried out. A clear description of what went wrong or why you are dissatisfied. Details of any conversations you have already had with our staff. Any supporting information you feel is relevant, such as photographs or inventories. What outcome you are seeking, for example an explanation, an apology, or a review of charges.

If you make a verbal complaint, we may ask you to confirm the details in writing so that we can keep an accurate record.

Stage One: Initial Review and Acknowledgement

Once we have received your complaint, we will:

Record your complaint in our internal log, including the date received and key details. Acknowledge your complaint within a reasonable timeframe. Where possible, the acknowledgement will confirm who will be responsible for handling your complaint and the next steps.

If your complaint relates to ongoing work, we may take immediate practical steps to prevent any further issues while we investigate.

Stage Two: Investigation

Your complaint will usually be investigated by a manager or senior member of staff who was not directly involved in the matter you are complaining about, where this is practical. The person handling your complaint may:

Review your booking details, quotes, agreements and any correspondence. Speak with the removal crew or office staff involved. Review photographs, inventories, condition reports or delivery notes where relevant. Ask you for further clarification or additional information if needed.

We will aim to complete our investigation and provide a written response within a reasonable period. If the matter is complex or we need longer to investigate, we will let you know and keep you updated.

Stage Three: Response and Outcome

After the investigation, we will send you a response that sets out:

The issues you raised in your complaint. A summary of what we have investigated and the information considered. Our findings and whether your complaint is upheld in full, in part, or not upheld. Any steps we have taken or propose to take to put matters right. Any changes we will make to our practices or staff training where appropriate.

Where we accept that we have fallen short of our standards, we may offer one or more of the following, depending on the circumstances:

An apology and explanation. Practical steps to remedy the situation where this is possible. A review of charges or other appropriate redress in line with our terms and conditions.

Stage Four: Further Review

If you are not satisfied with our response at Stage Three, you can ask us to review the complaint again. In that case:

Your complaint and our initial response will be reviewed by a senior manager or another appropriate person who was not involved in the first investigation. They may revisit the evidence, seek additional information, or ask further questions. We will then provide a final written response explaining the outcome of this further review.

This is the final stage of our internal complaints process.

Time Limits for Making a Complaint

We recommend that you raise any complaint as soon as possible, and ideally within a reasonable time of the removal service taking place or the issue coming to your attention. This helps us to access accurate information, speak with staff while events are still fresh in their minds, and review any relevant records. Complaints received after a long delay may be more difficult to investigate fully, although we will still do our best to assist.

Our Commitment to Fairness and Improvement

We treat all complaints seriously and will handle them in a fair, respectful and confidential manner. Making a complaint in good faith will not affect any ongoing services or your future relationship with Kensington Removals.

Feedback from complaints is reviewed regularly to identify patterns, training needs or areas where our procedures can be strengthened. This helps us to continually improve the quality and reliability of our moving and storage services.

If you have any concerns about a past or upcoming removal, we encourage you to speak to us as early as possible so we can work with you to resolve matters quickly and professionally.