Movers Kennington Complaints Procedure
Movers Kennington is committed to providing a reliable, professional removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Our Commitment to Fair Handling of Complaints
We treat all complaints seriously, whether they relate to local home moves, office relocations or storage services. Every complaint is handled with respect, without discrimination, and with the aim of achieving a fair outcome based on the facts. We will always try to resolve issues as quickly as possible and keep you informed throughout the process.
What This Procedure Covers
This procedure applies to complaints about the services provided by Movers Kennington, including packing, loading and unloading, transportation, storage, scheduling, customer service and billing. It is intended for use by private customers and business clients who have used or booked our removals or storage services.
Matters that may be better handled outside this process include routine service queries, requests for additional work, or minor issues that can be resolved on the spot with our office team or move coordinator. However, if you are not satisfied with a response to such a query, you may choose to escalate it as a formal complaint using this procedure.
How to Make a Complaint
You can make a complaint in writing or by speaking with a member of our office team. Written complaints are generally preferred, as they help ensure all the details are recorded accurately. When making a complaint, please provide the following information where possible:
The name under which the booking was made.
The date of your move or the period of storage.
The address we collected from and delivered to, if applicable.
A clear description of what went wrong and when it occurred.
Details of any conversations you have already had with our staff about the issue.
What you are seeking as a resolution, such as an explanation, apology, corrective action, or compensation.
If you are raising an issue relating to loss or damage, please include photographs and a description of the items affected, with any supporting documentation you may have, such as inventories or valuations.
Time Limits for Submitting a Complaint
We ask that you submit your complaint as soon as reasonably possible after the issue arises. This helps us investigate while information is still fresh and evidence is more readily available. If you are complaining about damage or loss relating to a specific move, you should raise this at the earliest opportunity after becoming aware of the problem.
Our Complaints Handling Stages
Stage 1: Initial Review
Once we receive your complaint, we will log it in our internal register and acknowledge receipt. In most cases, we will provide an initial acknowledgment within a reasonable time. We will assign your complaint to a member of our management team who is responsible for investigating and responding.
Stage 2: Investigation
The investigating manager will review your concerns in detail. This may include:
Checking booking records, inventories and job sheets.
Reviewing correspondence and notes from our office team.
Speaking with the crew members or coordinators involved in your move.
Examining photographs, delivery reports or other evidence you have provided.
We aim to complete the investigation promptly and to base our findings on objective information. If we require further details from you, we will contact you to clarify any points.
Stage 3: Response and Outcome
When the investigation is complete, we will provide you with a written response setting out:
A summary of your complaint.
The steps we took to investigate.
Our findings and conclusions.
Any offer of corrective action, apology, explanation or compensation (where appropriate).
We will explain clearly how we reached our decision and what will happen next. Where we identify that our service has fallen short of our standards, we will also consider what we can do internally to prevent a similar issue from arising again.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint at this stage, you may request that it be reviewed by a senior member of our management team, who was not involved in the original investigation where possible. The senior reviewer will reconsider the evidence, any new information you provide, and the original decision. They may uphold, change or overturn the earlier outcome, and will inform you of their final decision and reasons.
Claims for Loss or Damage
If your complaint relates to damage, loss or delay of goods during a removal or storage service, our investigation will also take into account the terms and conditions that apply to your contract with Movers Kennington. These may include limitations of liability, conditions relating to packing, exclusions for certain items or pre-existing damage and any time limits for notifying us of issues.
We may request evidence such as photographs, proof of value or independent assessments to help us assess your claim fairly. Any settlement offer or remedial action will be made in line with our contractual obligations and any applicable insurance arrangements.
How We Use Complaint Outcomes
We use the information from complaints to continually improve our removals and storage services. This can include reviewing training for our moving crews, updating procedures for handling property, revising internal documentation, or improving communication with customers about preparation, access and timings. Complaints are monitored at management level to identify trends and areas where further improvement is needed.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared internally only with staff who need it to investigate and resolve your concerns. Any personal data you provide as part of a complaint is managed in line with our data protection obligations and used only for the purpose of handling your complaint, improving our services and meeting any legal or regulatory requirements.
Feedback and Compliments
Although this procedure focuses on complaints, we also welcome general feedback and compliments about our removals and storage work. Positive feedback helps us recognise good performance, while constructive comments help highlight areas where we can do better. You are welcome to share feedback at any time with our office team, independently of this formal complaints process.
