Complaints Procedure
Kensington Movers Complaints Procedure
At Kensington Movers we are committed to providing a professional, reliable and careful removals service for every customer. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put things right and continually improve the way we operate. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage.
Our commitment to you
We treat all complaints seriously and handle them promptly, fairly and with respect. Our aims are to:
Listen carefully to your concerns and understand what has gone wrong from your perspective.
Investigate your complaint thoroughly, including reviewing relevant documentation and speaking to the team members involved in your removal or storage service.
Respond to you clearly, in plain language, and explain the outcome of our investigation.
Where we have made a mistake, take responsibility and work with you to agree reasonable steps to resolve the issue.
Use the experience to improve our training, systems and procedures so the same issue is less likely to occur again.
What this procedure covers
This procedure applies to complaints about any removals, packing, storage or related services provided by Kensington Movers to private or commercial customers. It covers concerns about service quality, staff conduct, communication, handling and transportation of items, punctuality, administration and billing.
Claims or disputes that relate specifically to insurance policies or claims processes may be handled in line with the relevant insurer’s terms, but you should still contact us first so we can guide you on the appropriate route.
How to make a complaint
You can raise a complaint in writing or verbally. We encourage you to set out as much detail as possible so that we can investigate efficiently. When contacting us, please provide:
Your full name and the address where our service was carried out, along with any reference or booking number provided in our correspondence.
A clear description of what went wrong and when it happened, including key dates and times where possible.
Details of any conversations you have already had with our team about the issue.
Photographs or supporting evidence, if your complaint concerns damage, loss or other specific issues.
How you would like us to resolve the matter, for example an explanation, corrective work, or a review of charges.
Initial resolution by the operations team
In many cases, complaints can be resolved quickly by the operations or customer service team responsible for your move. If you raise a concern during or immediately after your removal, the relevant team leader or office coordinator will aim to resolve it informally and promptly.
We will acknowledge your complaint as soon as reasonably possible and may contact you to clarify details. If we are able to agree a solution with you at this early stage, we will confirm what has been agreed and arrange any necessary follow-up actions.
Formal complaint review
If your complaint cannot be resolved informally, or if you prefer for it to be treated formally from the outset, it will be escalated for a more detailed review. A manager who has not been directly involved in your move will normally oversee the investigation to ensure fairness and objectivity.
As part of this stage we may:
Review your booking details, survey notes, move plan and any internal records.
Speak to the crew members or office staff involved in your service.
Inspect photographs, inventory documents and condition reports where relevant.
Request further information or clarification from you, if anything is unclear.
We aim to provide a full written response within a reasonable timescale. If the investigation is likely to take longer, we will explain why and keep you informed of progress.
Our response and possible outcomes
When our investigation is complete, we will explain our findings and the reasons for our decision. Where your complaint is upheld in full or in part, we will set out the steps we propose to take. Depending on the circumstances, this may include one or more of the following:
An apology and explanation of what went wrong.
Corrective action, such as revisiting a property to complete agreed work.
A review or adjustment of charges, where appropriate.
Guidance on how to progress an insurance claim, if applicable under the terms provided.
Changes to our internal procedures or training to help prevent a similar issue in future.
If we do not uphold your complaint, we will explain clearly how we reached this conclusion, with reference to the information available and the terms agreed before your move.
If you remain dissatisfied
If you are not satisfied with our final response, you may ask for a further review by a senior member of our management team, who will look again at both your concerns and our handling of the complaint. They may decide to uphold, vary or confirm the original outcome and will provide reasons for their decision.
We also encourage you to keep copies of all correspondence relating to your complaint, including written responses and any evidence you have provided, so that matters can be reviewed efficiently if further steps are required.
Time limits for raising a complaint
To allow us to investigate effectively, we ask that you raise any concerns as soon as possible after the issue arises. Certain matters, especially those relating to potential damage or loss of items during a move, may be subject to specific notification periods as outlined in our terms and conditions and any separate insurance documents.
If a complaint is made after a significant delay, it may limit the options available to resolve the matter, because evidence and records may no longer be available in full. However, we will still review your concerns and respond in a fair and reasonable way.
Continuous improvement
Kensington Movers uses all complaints and feedback as an opportunity to review and improve our removal and storage services. We monitor the issues raised, look for recurring themes, and adjust our training, planning and quality checks accordingly. By letting us know when something has not met your expectations, you help us to maintain high standards for every customer.
If you have any questions about this Complaints Procedure, or if you are unsure whether an issue should be treated as a complaint, please contact us and we will be happy to advise you on the most appropriate next step.
