This complaints procedure explains how you can raise concerns about our removal services and how we will respond. Our aim is to handle every complaint fairly, consistently and as quickly as possible, while using the feedback to improve our home and office removals across Kensington and the surrounding areas.
The purpose of this procedure is to give all customers a clear, simple route to express dissatisfaction with any aspect of our services, including home moves, office relocations, packing, loading, transport, storage, or aftercare. It also sets out how we will investigate and respond so that you know what to expect at every stage.
A complaint is any expression of dissatisfaction, whether spoken or written, about the quality of our work or the way we have delivered our Kensington removals service. This can include:
Delays, missed times or unexpected schedule changes.
Concerns about how your belongings were handled or protected.
Loss, damage, or missing items connected to a move.
Issues with packing materials or packing services.
Concerns about staff behaviour, attitude or communication.
Disputes about charges, invoicing, or agreed services.
You do not need to use special wording for it to count as a complaint. If you tell us you are unhappy and want us to put something right, it will be treated as a complaint under this procedure.
You can raise a complaint in the way that is most convenient for you. You may speak to a member of our team in person on the moving day, contact our office in writing, or request a call-back to discuss your concerns. We encourage you to raise any issues as soon as you become aware of them so that we can investigate promptly.
When submitting your complaint, please include:
Your full name and the address where the service was provided.
The date of your move and any reference number provided in our paperwork.
A clear description of what went wrong and when it happened.
Details of any immediate steps already taken with staff on the day.
Any evidence you can provide, such as photographs or an inventory list.
This information helps us review your case thoroughly and respond accurately.
We aim to acknowledge your complaint as soon as reasonably possible. Once we receive your complaint, we will record it in our internal log and assign it to an appropriate member of staff for review.
We will then carry out an initial assessment, which may include reviewing move documentation, discussing the job with the crew involved, and considering any photographs or supporting material you provide. Where needed, we may contact you for more details or clarification.
Our goal is to provide a full written response within a reasonable period, taking into account the complexity of the matter. If we anticipate that it will take longer to complete a fair investigation, we will let you know and explain why more time is required.
Each complaint is assessed on its own facts. Typically, our investigation will involve:
Reviewing your move quotation, booking details and agreed services.
Checking any notes made by our office staff and removal crew.
Examining condition reports or inventories, if applicable.
Reviewing photographs, written descriptions or other evidence supplied.
Where appropriate, we may also ask for additional information from you to better understand what happened. Our priority is to be balanced and fair to all parties.
At the end of our investigation, we will explain our findings and the reasons for our decision. Outcomes can include:
An apology and explanation, where we accept that something went wrong.
Corrective action, such as revising an invoice or arranging remedial work.
Proposals for compensation or contribution towards repair or replacement, if appropriate and in line with our terms and conditions and any applicable insurance cover.
Confirmation that we do not believe we are responsible, with the reasons for that conclusion.
Our response will set out any next steps and the timescales for carrying them out.
If you are not satisfied with our final response, you may ask for a further review. In doing so, please explain which parts of the decision you disagree with and provide any additional information that you believe has not been considered.
We will then arrange for a more senior member of staff, who has not been directly involved in the matter so far, to review the complaint and our handling of it. They will consider whether the correct process has been followed and whether the outcome remains fair in light of all the information available.
To help us deal with your concerns efficiently, we ask that you:
Raise issues as soon as you can after the problem arises.
Provide accurate, complete details and relevant documents.
Treat our staff with respect while we work to resolve your case.
Follow any reasonable requests for access to view items or property connected to your complaint.
These steps allow us to deliver a quicker, more accurate resolution.
We review complaints regularly to identify patterns and areas for improvement in our removal services in and around Kensington. This may lead to extra staff training, updated procedures for packing and loading, changes to our scheduling systems, or improvements to our written information and move documentation.
By telling us when something has gone wrong, you help us raise our standards for future customers and ensure that our service better reflects the needs of households and businesses planning moves within the local area.
We treat all complaints and related information as confidential. Details are shared only with staff who need them to consider and respond to your concerns. We handle personal data in line with applicable data protection requirements and retain complaint records only for as long as necessary for legal, regulatory and quality assurance purposes.
This complaints procedure is reviewed periodically to ensure it remains clear, effective and aligned with industry expectations for professional removal companies serving Kensington and nearby districts. We may update it from time to time to reflect changes in our practices, legal requirements or customer feedback.
If you're looking for a cheap way to move out why not call our moving company in Kensington!
| Transit Van | 1 Man | 2 Men |
| Per hour /Min 2 hrs/ | from £60 | from £84 |
| Per half day /Up to 4 hrs/ | from £240 | from £336 |
| Per day /Up to 8 hrs/ | from £480 | from £672 |
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