This complaints procedure explains how you can raise concerns about our removal services in Kingston and nearby areas, and how we will deal with them. We are committed to handling all complaints fairly, consistently and promptly, with the aim of resolving issues and improving our service.
We aim to provide a professional, reliable and courteous removals service for every customer. If something goes wrong, we encourage you to tell us as soon as possible so we can put things right. We treat every complaint seriously and use the outcome to review and improve our processes.
This procedure covers complaints relating to our domestic or commercial removal services, including packing, loading, transport, storage and delivery within Kingston and the surrounding region. It applies to concerns about our staff, our vehicles, our conduct, or the way your move was planned or carried out.
A complaint is any expression of dissatisfaction, whether oral or written, where you believe that:
We have not provided a service to the standard you expected; or
We have failed to follow agreed instructions or our stated terms; or
There has been damage, loss, delay or other problems during your move; or
You have been treated unfairly or unprofessionally by a member of our team.
You can make a complaint in writing or verbally. Wherever possible, we encourage you to submit your complaint in writing so that we can accurately record the details. When you contact us, please provide:
Your full name and address;
Details of the removal service and the date it took place;
A clear description of what went wrong and when it happened;
Any supporting information, such as inventory lists or photographs of damage;
How you would like us to resolve the matter, if you have a preferred outcome.
We ask that you raise any complaint as soon as reasonably possible after the issue occurs. This helps us to investigate thoroughly while events are still fresh in everyone’s mind. If your complaint relates to loss or damage, please notify us as soon as you become aware of the problem.
We operate a structured process to ensure that complaints are handled consistently and fairly.
Once we receive your complaint, we will log it in our internal system. We will acknowledge your complaint within a reasonable time, confirming that it has been received and is being reviewed. Where possible, we will tell you who will be dealing with the matter.
An appropriate member of our management team will investigate your complaint. This may include:
Reviewing your booking details and removal documentation;
Speaking to the crew members or staff involved;
Inspecting relevant records, photographs and inventory sheets;
Assessing the condition reports where loss or damage is alleged.
We will aim to complete our investigation within a reasonable period, depending on the complexity of the case and the availability of information. If we anticipate any delay, we will keep you informed of progress.
Once our investigation is complete, we will provide you with a written response that will:
Summarise your complaint;
Explain the steps we took to investigate;
Set out our findings and any conclusions reached;
Confirm any offer of remedy, where appropriate.
Possible outcomes may include an apology, an explanation, corrective action, or other forms of redress where applicable and in line with our terms and conditions.
If you are unhappy with our initial response, you may ask for your complaint to be reviewed by a more senior member of the team. In doing so, please explain which aspects of our response you disagree with, and provide any additional information you believe is relevant.
The senior reviewer will reconsider the complaint, the investigation, and the outcome previously offered. They may uphold the original decision, vary it, or propose an alternative resolution. You will receive a further written response once this review is complete.
We will treat you courteously and respectfully throughout the complaints process and expect the same from you. Any personal information provided in connection with a complaint will be handled in line with our data protection obligations and will be used only for the purpose of investigating and resolving the matter.
Complaints help us to continually improve our removals service in Kingston and the surrounding area. We regularly review complaint records to identify any recurring issues or trends, and we may introduce additional staff training, revised procedures or other improvements where appropriate.
This complaints procedure is designed to be transparent, accessible and easy to follow. It does not affect your statutory rights. We may revise this procedure from time to time to reflect changes in our services or in applicable legal and regulatory requirements.
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