This complaints procedure explains how customers using our removal, packing, and storage services in Kennington and nearby areas can raise concerns and how we will respond. Our aim is to resolve issues quickly, fairly, and transparently so that every customer feels listened to and treated with respect.
We take all complaints seriously. If you feel that we have not delivered our services to the standard you expected, we want to know about it. Your feedback helps us put things right for you and improve the way we run our removal services across the Kennington area.
We will always aim to:
Listen carefully and treat you with courtesy and respect.
Acknowledge your complaint promptly.
Investigate what has happened in a fair and objective way.
Provide a clear response and, where appropriate, a suitable remedy.
Use the outcome to improve our services and processes.
This procedure is for any private or business customer who has used, or is in the process of using, our moving, packing, or storage services in Kennington or surrounding locations. It covers issues arising before, during, or after your move, including but not limited to punctuality, conduct of staff, care of your belongings, communication, billing, and aftercare.
Many concerns can be resolved quickly by speaking with us as soon as an issue arises. If something goes wrong on the day of your move, or you are unhappy with any aspect of the service, we encourage you to raise it informally with your move coordinator or the team leader on site. They will do their best to resolve the matter immediately.
Where the concern is more complex, or you do not feel comfortable discussing it on the day, you can contact our office to explain what has happened. In many cases an informal discussion and swift action can resolve the problem without the need for a formal complaint.
If your concern has not been resolved informally, or you prefer to use a more structured process, you may submit a formal complaint. To help us understand and investigate properly, please provide:
Your full name and the address where the move took place.
The date of your move or the scheduled date of your booking.
A clear description of what went wrong and when it happened.
Details of any conversations or actions already taken to resolve the issue.
Any relevant supporting information, such as inventory details or photographs of damage.
We encourage you to raise your complaint as soon as possible, ideally within a reasonable time of the event, so that we can investigate effectively while details are still fresh and records are readily available.
Once we receive your formal complaint, we will follow these steps:
Acknowledgement
We will acknowledge your complaint, normally within a few working days. At this point we may request any additional information needed to understand the issue fully.
Investigation
A member of our management team will review your complaint, speak with any staff involved in your move, and check relevant documents such as booking records, inventories, and job sheets. Where necessary, we may ask you for further clarification.
Outcome and Response
After we have completed our investigation, we will provide a clear written response explaining:
Our understanding of the complaint and the issues raised.
What we have found during our investigation.
Whether we accept that there has been a shortfall in service.
Any steps we have taken or propose to take to put things right.
Any changes we will make to our procedures or staff training as a result.
Where we identify that our service has fallen below the standards we aim to provide for removals in and around Kennington, we will consider appropriate remedies. These may include, depending on the circumstances:
An apology and explanation.
Repeating or correcting a part of the service where practical.
Taking action to repair or mitigate damage, where relevant and appropriate.
Reviewing internal procedures or staff training to prevent a recurrence.
Any remedy offered will be based on our findings, the terms and conditions agreed with you, and any applicable legal or insurance requirements.
We aim to resolve complaints as quickly as possible. Simple issues may be resolved within a few days, while more complex matters that involve detailed investigation or third parties may take longer. If our investigation is likely to take more time, we will let you know and keep you updated on progress until the matter is concluded.
All complaints are handled in confidence. Information you provide will only be shared with staff or third parties who need it in order to investigate and resolve the issue. We will handle your personal data in line with relevant data protection requirements and keep records of your complaint for an appropriate period.
We expect everyone involved in the complaints process to behave reasonably at all times. Our staff will be polite and professional, and we ask that customers also treat our team respectfully while a complaint is being investigated. Where communication becomes abusive or threatening, we may limit the methods or frequency of contact, while still seeking to address the underlying concerns.
Feedback from customers in Kennington and the surrounding area plays a key role in improving our moving and storage services. We regularly review complaints to identify trends, training needs, and opportunities to strengthen our procedures. By raising a concern, you help us to develop a more reliable, efficient, and customer-focused removal service for the future.
If you have any questions about this complaints procedure, or if you are unsure whether an issue should be treated as a formal complaint, please contact our office team who will be happy to explain the process in more detail.
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