Kentishtown Removals Complaints Procedure

Kentishtown Removals is committed to delivering reliable, professional removal services and to resolving any problems quickly and fairly. This Complaints Procedure explains how you can raise a concern about our services, how we handle complaints, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and transparent process for customers who are dissatisfied with any aspect of our removal, packing, storage, or related services. We use all complaints as an opportunity to review and improve our standards, customer service, and operational practices.

This procedure applies to all customers of Kentishtown Removals, including domestic, commercial and repeat clients using our services across our operating areas.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, about the standard of service, actions or lack of actions by Kentishtown Removals, its staff, contractors, or representatives. This may relate to, for example:

Delays in collection or delivery of goods; staff conduct or behaviour during your move; quality of packing or handling of items; damage or loss of property attributed to our service; communication issues, such as missed appointments or unclear information; billing or quotation disputes.

Raising a complaint will not affect your legal rights or any statutory protections you may have.

How to Make a Complaint

You should raise your complaint as soon as possible after the issue arises, ideally within 7 days of the service or incident you are concerned about. This helps us investigate effectively while details are still fresh and relevant documentation is easily available.

You may submit a complaint in any of the following ways:

Verbally, to a member of our team at the time of your move or during a visit; in writing, setting out your concerns clearly; through our office, using our standard communication channels as detailed on our website or documents we provide to you.

When you make a complaint, please provide the following information where possible: your full name and address; details of the service provided, including date and location; a clear description of the issue and what went wrong; any supporting information you have, such as inventory lists, photographs, or reference numbers; how you would ideally like us to resolve the matter.

Our Complaint Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it on our internal system and assign it to an appropriate member of staff. We will acknowledge your complaint as soon as reasonably possible and confirm that we are looking into the matter. If we need any further information from you at this point, we will request it to ensure a thorough review.

Stage 2: Investigation

Your complaint will be investigated by a manager or senior member of the team who was not directly involved in the issue wherever possible. The investigation may include: speaking with staff who attended your property or handled your booking; reviewing documents such as quotes, inventories, schedules and job sheets; examining any photographs, videos or other evidence you provide; assessing our internal policies and procedures relevant to your case.

We aim to complete our investigation and provide a full response within a reasonable time frame. If the matter is complex or requires additional time, we will inform you and keep you updated on progress.

Stage 3: Response and Outcome

When the investigation is complete, we will send you a written response setting out: a summary of your complaint; what we have investigated and the information we have reviewed; our findings and decision; any remedial action we propose to take, if appropriate.

Depending on the nature of the complaint and our findings, possible outcomes may include an apology, an explanation, corrective action in our processes, service adjustments, or other remedies where applicable and proportionate. Any offers of redress are made strictly without admission of liability unless explicitly stated otherwise.

Stage 4: Escalation within Kentishtown Removals

If you are not satisfied with our Stage 3 response, you may request an internal review. In your request, please explain clearly why you are unhappy with the outcome or how you believe your complaint has not been properly addressed.

An escalation review will be carried out by a senior manager, who will re-examine the details, the initial investigation and the decision taken. After completing this review, we will send you a final response explaining our position.

Time Limits for Complaints

To ensure we can investigate effectively, we ask customers to raise complaints within 7 days of the relevant service date or the date you first became aware of the issue. Complaints made after this period may be more difficult to investigate fully, especially where evidence may no longer be available. However, we will consider late complaints where there is a good reason for the delay.

Your Responsibilities When Making a Complaint

We ask that you provide accurate, complete information about your concerns and cooperate with any reasonable requests during our investigation. This may include supplying photographs of any alleged damage, allowing us to inspect items or premises where appropriate, and responding to questions in a timely manner. Respectful, constructive communication helps us resolve issues more quickly and fairly.

How We Use Complaint Information

All complaints are recorded in our internal systems. We regularly review complaint data to identify patterns or recurring issues, and we use these insights to improve training, planning, handling methods, vehicle loading practices and customer communication across our removal and storage services.

Your personal information will be handled in line with our privacy practices and only used for the purposes of managing your complaint, reviewing service quality and meeting any legal or regulatory requirements.

Alternative Dispute Options

Our aim is always to resolve complaints directly and amicably with our customers. If, after completing our internal process, you remain dissatisfied, you may choose to seek independent advice regarding your rights and options. This may include consumer advice services, legal guidance, or any dispute resolution schemes that may be available to you.

Changes to This Complaints Procedure

Kentishtown Removals may update this Complaints Procedure from time to time to reflect changes in legislation, best practice, or our internal processes. The latest version will apply to all new complaints from the date of publication.

We value feedback from our customers and thank you for giving us the opportunity to address any concerns and continue improving our removal services.