Complaints Procedure
Kennington Movers Complaints Procedure
Kennington Movers is committed to providing a reliable, professional removals service for homes and businesses. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services, how we will handle your complaint, and what you can expect from us at each stage.
Our Commitment To You
We aim to deliver a smooth and efficient moving experience, whether you are relocating a flat, a family home, or commercial premises. If you feel that any part of our service has fallen below the standard you expected, we want to know. Listening to feedback helps us put things right and improve how we operate in future.
All complaints are taken seriously and handled in a fair, timely, and confidential manner. We will always do our best to resolve matters informally where possible, but we also have a clear formal process should you wish to pursue it.
What Counts As A Complaint
A complaint is any expression of dissatisfaction about the service you have received from Kennington Movers. This can include, but is not limited to:
Concerns about punctuality, loading or unloading, conduct of our moving teams, handling of goods, or administration of your booking. Issues relating to lost or damaged items, unexpected delays, or communication before, during, or after your move. Disagreements about charges, documentation, or the way an issue has been handled.
We welcome feedback at any time. Raising a concern will not affect the service you receive from us on the day of your move or in the future.
How To Make A Complaint
You can make a complaint in writing or verbally. We encourage you, wherever possible, to raise any concerns as soon as they arise so that we have the opportunity to address them promptly. When submitting a complaint, please provide:
Your full name and any reference or booking details associated with your move. The date of your move and the addresses we moved items from and to. A clear description of what went wrong, including dates, times, and the names of any staff involved, if known. Details of any loss or damage, supported by photographs or inventories where available. A description of what outcome you are hoping for, such as an explanation, an apology, a remedy, or compensation where appropriate.
Providing full information helps us investigate your concerns thoroughly and respond more quickly.
Stage One: Initial Review And Response
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will record your complaint in our internal system and assign it to a member of our management team for review.
During this initial stage we may contact you for further details or clarification. We will aim to provide a substantive response within a reasonable timeframe, usually within 10 working days, although more complex matters may take longer. If more time is needed, we will explain why and give you an updated timescale.
Our response will set out our understanding of your complaint, the steps taken to investigate it, our findings, and any actions we propose to take to resolve the matter.
Stage Two: Further Investigation And Escalation
If you are not satisfied with the outcome at Stage One, you can ask for your complaint to be reviewed further. At this stage, your complaint will be escalated to a senior manager who was not involved in the original handling of your issue.
The senior manager will carry out a fresh review, which may include speaking to staff members, examining documentation such as quotes, contracts and inventory lists, and reviewing any photographs or evidence you have provided. We may contact you again to clarify details or to request additional information.
We will aim to provide a further written response within a reasonable period, normally within 10 to 15 working days from escalation. This response will confirm whether we uphold your complaint in full, in part, or do not uphold it, and will explain the reasons for our decision.
Possible Outcomes And Remedies
Where we find that our service has not met the standards we aim to provide, we will consider a range of appropriate remedies. These may include:
A clear explanation and, where appropriate, an apology. Corrective action to put things right where this is possible. A review of our internal processes, staff training, or operational procedures. In cases involving loss or damage to items, consideration of compensation in line with our terms and conditions and any applicable insurance cover.
Any remedy offered will take into account the nature of the issue, the impact on you, and the relevant contractual and legal obligations.
Timescales For Raising Complaints
We encourage you to raise any concerns as soon as possible after your move so that evidence is easier to obtain and review. For complaints involving loss or damage to goods, please refer to the timescales set out in our terms and conditions for notifying us, as these may affect what remedies are available.
Confidentiality And Data Handling
All complaints are handled in confidence and in line with our data protection responsibilities. Information about your complaint will only be shared with those who need it to investigate and resolve the matter. We keep records of complaints and outcomes to help monitor service quality and identify areas for improvement.
Using Feedback To Improve Our Service
Kennington Movers uses complaints and feedback as an important source of learning. We regularly review complaint trends to identify recurring issues, training needs, and opportunities to improve the way we manage moves for customers, whether local or long-distance.
By telling us when something has gone wrong, you help us to refine our removals processes, from booking and planning through to packing, transportation, and delivery to your new property.
Contacting Us About A Complaint
If you wish to raise a concern or make a formal complaint, please contact us using the details provided on our main contact page or in your booking documentation. We are committed to dealing with all complaints fairly, consistently, and with the aim of maintaining your confidence in Kennington Movers and the services we provide.
