Complaints Procedure for Removal Van Kensington
Removal Van Kensington is committed to providing a professional, reliable removals service and to resolving any concerns in a fair and timely manner. This Complaints Procedure explains how you can raise an issue about our services and what you can expect from us in response. It applies to all customers who use our moving and related services.
Purpose of This Complaints Procedure
The purpose of this procedure is to give you a clear, accessible process for letting us know when you are unhappy with any part of our service. This may relate to bookings, communication, packing, loading, transport, unloading, storage arrangements, or conduct of our team. We value feedback and use it to improve our removals services across our operating area.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, where you are seeking a response or resolution. Examples include, but are not limited to:
Concerns about how your move was managed.
Issues with punctuality, conduct, or professionalism of staff.
Damage, loss, or perceived mishandling of items.
Disagreements about charges, quotations, or invoicing.
Concerns about how a previous issue or query has been handled.
We encourage you to raise any concerns as soon as possible so that we have the best opportunity to investigate and put things right.
How to Make a Complaint
You may raise a complaint in writing or verbally. Written complaints are preferred where possible, as they help us keep a clear record of the issue. When making a complaint, please provide as much information as you can, including:
Your full name and, where relevant, your move reference or booking details.
The date and location of the service.
A clear description of what went wrong and when it occurred.
Any evidence that may help us investigate, such as photographs, inventory notes, or correspondence.
What outcome or resolution you are seeking, if you have a specific preference.
If someone is making a complaint on your behalf, we may ask for your consent to discuss your booking or personal information with them.
Our Complaint Handling Stages
We aim to handle all complaints in a consistent and transparent way. Our process is set out below.
Stage 1: Initial Acknowledgement
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In this acknowledgement, we will confirm that we have received your concerns and advise if we need any further information from you at this stage. We will also let you know who is dealing with your complaint.
Stage 2: Investigation
A member of our management team will review the details of your complaint. This may include speaking with staff involved in your move, checking booking records, reviewing item inventories, and examining any photographs or documents you have supplied. We may contact you during this stage if we need clarification or additional information to help us fully understand the situation.
Stage 3: Response and Outcome
After our investigation, we will provide a written response explaining:
Our understanding of your complaint.
The steps we have taken to investigate the matter.
Our findings and our decision.
Any actions we will take to remedy the issue or to prevent a recurrence.
Where appropriate, remedies may include an apology, explanation, service rectification, or other proportionate and reasonable actions. Any financial remedies will be considered in line with our terms and conditions and any applicable insurance or cover that was in place for your move.
Timeframes for Handling Complaints
We aim to respond to complaints as promptly as possible. While complex cases may require more time, our general approach is as follows:
Initial acknowledgement will normally be provided within a reasonable period after receiving your complaint.
A full written response will normally be issued within a reasonable timeframe of the acknowledgement, depending on the complexity and availability of information.
If we are unable to meet these timeframes, we will inform you, explain the reasons for the delay, and provide an updated timescale.
Escalating Your Complaint
If you are not satisfied with the outcome at the first stage, you may ask for your complaint to be reviewed at a higher level within Removal Van Kensington. In your escalation request, please explain why you remain dissatisfied and what you would like us to reconsider. A senior member of our team will then review the handling of your complaint, the evidence considered, and the decision reached, and will provide you with a further written response.
Fairness, Confidentiality, and Data Protection
We are committed to treating all complaints fairly, consistently, and without discrimination. Your complaint will be handled with respect, and our team members are expected to act professionally at all times.
Information you share with us in the course of a complaint will be handled in line with our data protection obligations. We will only share details of your complaint internally where necessary to investigate and resolve the matter, and we will retain complaint records for an appropriate period for monitoring and improvement purposes.
Using Feedback to Improve Our Service
Complaints and feedback play an important role in helping us maintain and improve the quality of our removals and moving services. We regularly review complaints data to identify recurring issues, training needs, and opportunities to improve our systems, communication, and customer care across the areas we serve. By following this Complaints Procedure, we aim not only to resolve individual issues but also to enhance our overall service for future customers.
Policy Review
This Complaints Procedure is reviewed periodically to ensure it remains accurate, clear, and effective. We may update it from time to time to reflect changes in our working practices, legal requirements, or industry standards. The version published here represents our current approach to handling complaints at Removal Van Kensington.
