Complaints Procedure
West Kensington Movers Complaints Procedure
West Kensington Movers is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services and how we will respond, investigate, and resolve your complaint in a fair and timely manner.
Scope of this Complaints Procedure
This procedure applies to all removal and related services provided by West Kensington Movers, including home removals, office moves, packing, loading and unloading, and short-distance or longer-distance moves. It covers issues such as service quality, conduct of our team, damage or loss of items, delays, administration errors, and communication problems.
Our Commitment to You
We aim to:
• Treat all complaints seriously and with respect.
• Make the process clear, accessible, and free of charge.
• Acknowledge complaints promptly and keep you informed.
• Investigate thoroughly and impartially.
• Provide a clear, reasoned response and, where appropriate, offer remedies.
• Use feedback to improve our standards and service delivery.
Informal Resolution
Where possible, we encourage you to raise any concerns as soon as they arise, ideally on the moving day or shortly afterwards. Speaking directly to the team on site or to our office staff can often resolve issues quickly and informally. If you feel that the matter has not been resolved to your satisfaction, or if you prefer a more formal approach, you can follow the formal complaints process below.
How to Make a Formal Complaint
You can submit a formal complaint in writing. Written complaints help us understand the details clearly and ensure we have a record of all relevant information.
When making a complaint, please include:
• Your full name and contact details.
• Your moving date and any reference number if available.
• The address where the service took place.
• A clear description of what happened and why you are dissatisfied.
• Any relevant dates, times, and names of staff members involved.
• Details of any losses, damage, or additional costs incurred.
• Any supporting evidence you may have, such as photographs or inventories.
Time Limits for Submitting a Complaint
To help us investigate effectively, we ask that you submit your complaint as soon as reasonably possible. In cases of damage or loss to items, we recommend you raise the issue within a short period after your move so that we can assess the circumstances accurately and consider any insurance aspects where applicable.
Acknowledgement of Your Complaint
Once we receive your formal complaint in writing, we will send you an acknowledgement within a reasonable time. This acknowledgement will confirm that we have received your complaint and outline the next steps in the process. We may contact you for further information or clarification to ensure we fully understand the issues raised.
Investigation Process
Your complaint will be reviewed by a member of our management team who was not directly involved in the original work wherever possible. The investigation may include:
• Reviewing your written account and any evidence provided.
• Speaking with the staff members who worked on your move.
• Reviewing job notes, schedules, and any relevant paperwork.
• Assessing any photographs, inventories, or condition reports.
• Considering our terms and conditions and relevant industry practices.
Response Times
We will aim to provide a full written response to your complaint within a reasonable time from the date of acknowledgement. If the matter is complex and requires more time, we will let you know and provide an updated timescale, as well as an explanation for the delay.
Outcome of Your Complaint
Our written response will explain:
• The steps we took to investigate your complaint.
• Our findings and any conclusions reached.
• Whether your complaint has been upheld in full, upheld in part, or not upheld.
• Any actions we will take to put things right, which may include an apology, corrective work, a goodwill gesture, or other appropriate remedies in line with our obligations.
Escalation if You Are Not Satisfied
If you are not satisfied with the outcome of your complaint, you may request that it be reviewed again by a more senior member of our management team. When requesting an escalation, please explain why you disagree with the initial decision and provide any additional information that you believe is relevant.
We will re-examine your complaint, the investigation carried out, and the response provided. Following this review, we will send you a final response explaining our position.
Third-Party Remedies
This procedure does not affect your statutory rights or any other rights you may have to pursue a claim or seek independent advice. Depending on the nature of the complaint, you may be able to seek guidance from consumer advice services or other independent bodies. We recommend that you keep copies of all correspondence and supporting documents relating to your move and your complaint.
Recording and Using Complaints
All complaints are recorded and monitored by West Kensington Movers. We review complaint trends regularly to identify areas where our removals service can be improved, such as staff training, vehicle scheduling, packing standards, communication before moving day, and handling of belongings. Your feedback plays an important role in helping us maintain and improve the level of service we provide to customers across our operating area.
Confidentiality and Data Protection
We handle all complaints in confidence and in accordance with applicable data protection requirements. Information you provide will be used solely for the purposes of investigating and responding to your complaint, improving our services, and meeting any legal or regulatory obligations. We will only share information on a need-to-know basis within our organisation or when required by law.
Review of this Complaints Procedure
West Kensington Movers reviews this Complaints Procedure periodically to ensure it remains clear, fair, and effective. We may update the procedure from time to time to reflect changes in our services, industry standards, or legal requirements. The version published on our website will always be the most current version.
