Complaints Procedure
South Kensington Movers Complaints Procedure
South Kensington Movers is committed to providing a reliable, professional moving service for all customers. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our removals or related services, how we will respond, and the standards you can expect from us during the process.
Purpose and Scope
This procedure applies to all domestic and commercial customers who have used, or attempted to use, South Kensington Movers for removals, packing, storage, or ancillary moving services. It covers any dissatisfaction with our service, including conduct of staff, quality of work, damage to property or belongings, delays, billing issues, or communication concerns.
Our aim is to resolve complaints quickly, fairly, and transparently, and to learn from feedback so we can continually improve our moving services.
What We Consider a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, where you request a response or resolution. This may relate to:
Service delivery, such as punctuality, handling of items, or completion of the agreed work.
Customer care, including behaviour, courtesy, or professionalism of our moving teams or office staff.
Charges, quotations, invoicing errors, or unexpected costs associated with your move.
Loss of, or damage to, goods or property during packing, loading, transportation, or unloading.
Health and safety concerns arising from the way our services were carried out at your premises.
How to Make a Complaint
You can raise a complaint in writing or verbally. Written complaints are preferred, as they help us clearly understand the details of your concern. Please provide as much information as possible, including:
Your full name and the address where the moving service was carried out.
The date of your move or the date the issue occurred.
A clear description of what went wrong and when it happened.
Names of any staff members involved, if known.
Any supporting details, such as inventory references, photographs of damage, or copies of relevant documents.
If you raise a complaint verbally, we may ask you to confirm the details in writing so that we have an accurate record.
Time Limits for Submitting Complaints
We encourage you to raise any concerns as soon as possible, ideally within seven days of the service being provided or of becoming aware of the issue. For claims relating to damage or loss of items, it is important that you notify us within the time limits stated in your terms and conditions, so that we can investigate effectively and, where applicable, process any insurance-related queries.
Our Complaints Handling Stages
Stage One: Initial Review
Once we receive your complaint, we will record it and acknowledge receipt. We aim to acknowledge all complaints within three working days. At this stage we will review the information provided, check your booking details, and, where necessary, contact the staff members involved to understand what happened.
We may contact you during this stage to clarify details or request additional information, such as further photographs or documentation.
Stage Two: Investigation and Response
A manager or designated complaints handler will carry out a full investigation, which may include reviewing:
Your quotation, terms and conditions, and any agreed scope of work.
Job sheets, inventories, and checklists completed on the day of your move.
Staff statements and any internal notes relating to your booking.
Photographs or other evidence supplied by you or our teams.
After the investigation, we will send you a written response setting out:
Our understanding of your complaint.
The findings of our investigation.
Any steps we have already taken or propose to take to address the issue.
Where appropriate, proposals for resolution, which may include an apology, corrective work, a goodwill gesture, or guidance on making a claim under any relevant insurance arrangements or terms.
We aim to provide a full response within 14 working days of acknowledging your complaint. If we need more time, we will let you know the reason and provide an updated timescale.
Stage Three: Escalation
If you are not satisfied with our stage two response, you can request that your complaint be escalated. An alternative senior manager will review both your complaint and our handling of it, and may contact you directly for further discussion.
Following this review, we will provide a final written response, confirming our position and any further actions we are prepared to take. This will normally be sent within 14 working days of your request to escalate.
Possible Outcomes and Remedies
Each complaint is assessed on its own facts and in line with our terms and conditions. Outcomes may include, where appropriate:
A formal apology and explanation.
Corrective or remedial work, such as revisiting the property to address agreed issues relating to the moving service.
A review of internal procedures, training, or staff conduct.
Guidance on making an insurance claim if the circumstances fall within cover and the relevant policy terms.
Any financial remedies will be considered in line with our contractual obligations and limitations of liability set out in the agreement you accepted when booking the move.
Your Responsibilities When Making a Complaint
To help us deal with your complaint efficiently and fairly, we ask that you:
Provide accurate, clear information and supporting evidence where available.
Raise concerns as soon as reasonably possible after the moving service.
Allow us reasonable time to investigate and respond.
Communicate with our staff courteously and respectfully throughout the process.
Confidentiality and Data Protection
All complaints are handled confidentially and in accordance with applicable data protection requirements. Information will only be shared within South Kensington Movers with staff who need it to investigate and resolve your complaint, or where we are required to disclose information by law or regulatory obligation.
Continuous Improvement
We regularly review complaints data and feedback to identify patterns and areas for improvement. This may include revising procedures, updating staff training, or improving communication about our removals services and terms. By raising a complaint, you help us understand where we can enhance the quality, reliability, and safety of our moving and relocation services.
South Kensington Movers values every customer and takes all complaints seriously. We are committed to dealing with concerns fairly and professionally, with the goal of restoring your confidence in our service and maintaining high standards across all moves we undertake.
