North Kensington Removals Complaints Procedure

North Kensington Removals is committed to delivering a reliable and professional removals service for households and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for resolving complaints about our removal and related services. We aim to:

• Make it easy for you to tell us when something has gone wrong.
• Respond promptly, consistently and impartially.
• Investigate complaints thoroughly and keep you informed.
• Put things right where we are at fault and learn from the outcome.

2. What This Procedure Covers

This Complaints Procedure covers concerns relating to our removal services, including but not limited to:

• Household and office moves.
• Packing and unpacking services.
• Loading, transport and unloading of goods.
• Handling, care and protection of your belongings.
• Behaviour, conduct or professionalism of our staff or contractors.
• Administration of your booking, quoted charges and invoicing.

Matters that may involve an insurance claim, such as damage or loss, may also be handled through this procedure; however, they may additionally be subject to the terms of your removals contract and any applicable insurance policy.

3. How to Make a Complaint

You can raise a complaint in writing or verbally. We encourage you to contact us as soon as possible after the issue arises so we can address it quickly and effectively. When making a complaint, please provide:

• Your full name and the address where the removal service took place.
• The date of your move and any reference number provided in our correspondence or documentation.
• A clear description of what went wrong, including key dates and times where relevant.
• Details of any staff members you dealt with, if known.
• Any evidence that may help us investigate, such as photographs or itemised lists of issues.
• What outcome you are seeking, for example an explanation, apology, corrective action or review of charges.

Providing complete information at the outset helps us assess and investigate your complaint without unnecessary delay.

4. Acknowledgement of Your Complaint

Once we receive your complaint, we will record it in our internal complaints log and assign it to a person with appropriate authority to review and investigate. We will normally acknowledge your complaint within five working days. Our acknowledgement will confirm that we have received your complaint and explain the next steps, including the expected timescale for our investigation and response.

5. How We Investigate Complaints

We aim to investigate every complaint thoroughly and impartially. Depending on the nature of your complaint, our investigation may include:

• Reviewing your booking details, inventory and any written correspondence.
• Speaking with the staff members involved in your move.
• Examining photographs, notes or other records from the day of the move.
• Assessing any evidence you have provided in support of your complaint.

We may contact you during the investigation if we require further information or clarification. This helps ensure we understand your concerns fully before reaching a conclusion.

6. Our Response and Possible Outcomes

Once the investigation is complete, we will send you a written response setting out:

• A summary of your complaint.
• The steps we took to investigate.
• Our findings and decision.
• Any actions we propose to take.

Where your complaint is upheld, possible outcomes may include:

• An explanation or clarification of what happened.
• A sincere apology for any inconvenience or distress caused.
• Practical steps to put matters right where reasonably possible.
• A review or adjustment of charges, where appropriate and justified.
• Changes to our internal processes, staff training or service standards.

Where your complaint is not upheld, we will explain clearly why we have reached that conclusion and the information we have relied upon.

7. Timeframes for Resolving Complaints

We aim to provide a full written response to your complaint within 28 days of acknowledging it. If, due to the complexity of the issues, we anticipate that our investigation will take longer, we will inform you before the 28-day period expires and provide an updated timescale. During the investigation, we will keep you informed of significant developments where appropriate.

8. Escalating Your Complaint

If you are not satisfied with our response, you may ask for your complaint to be reviewed at a higher level within North Kensington Removals. When requesting an escalation, please explain which aspects of our response you disagree with and why. We will acknowledge your escalation and arrange for a senior member of our team, not previously involved in the case, to review the matter. Following this review, we will send you a final written response outlining our position.

9. Continuous Improvement

We take all complaints seriously and use them as an opportunity to improve our removals service across our operating areas. Complaints and feedback are regularly reviewed by management to identify recurring issues, trends and opportunities for training or process changes. This helps us enhance the reliability, safety and customer experience of our home and business moves.

10. Confidentiality and Data Protection

All complaints are handled with respect for your privacy. Information you provide will be used only for the purpose of investigating and resolving your complaint, managing our services and meeting any legal or regulatory obligations. We retain complaint records for an appropriate period in line with our data protection and record-keeping policies.

11. Availability of This Procedure

This Complaints Procedure forms part of our commitment to transparent and accountable customer service. You may request a copy at any time. If you need this information in an alternative format, please let us know and we will do our best to assist.

North Kensington Removals values your feedback and the opportunity to address any concerns promptly and fairly. By following this procedure, we aim to resolve issues efficiently and maintain the confidence of all customers who choose us for their removals.