Complaints Procedure for Removal Van Kentish Town
This Complaints Procedure explains how you can raise a concern about our removal services and how we will handle your complaint. We aim to provide a reliable, professional removals service in Kentish Town and surrounding areas, and we take all feedback seriously as part of our commitment to continual improvement.
Our commitment to you
We want every customer to feel confident when booking a removal van with us. If something goes wrong, we are committed to:
Listening carefully to your concerns, treating you with respect and courtesy, investigating issues fairly and promptly, keeping you updated on the progress of your complaint, and using your feedback to improve our service for future moves.
What counts as a complaint
A complaint is any expression of dissatisfaction about our removal services, whether it relates to booking, communication, collection and delivery, handling of goods, punctuality, conduct of our team, or the quality of the overall service. You do not need to use the word complaint for it to be treated as one. If you tell us you are unhappy with any aspect of our service, we will treat this as a complaint and follow this procedure.
How to make a complaint
You can make a complaint to us in writing or verbally. Written complaints may be sent by post to our office address. Verbal complaints can be made to a member of our team, either on the day of your move or afterwards. Please include as much information as you can, including your full name, removal date, collection and delivery addresses, a clear description of the issue, any relevant photos or documents, and what outcome you are seeking.
If you raise your concerns with a team member on the day of your move, they will try to resolve the issue immediately where possible. If the matter cannot be settled on the spot, it will be referred to our complaints handler to review in more detail.
Time limits for making a complaint
To help us investigate effectively, please raise any complaint as soon as possible after the issue arises. For matters involving potential loss or damage to items, we may need specific details within a reasonable time frame so that we can assess the circumstances of your move and any applicable terms and conditions. However, we will always aim to consider complaints fairly even if some time has passed.
What happens after you complain
Once we receive your complaint, we will acknowledge it and begin our investigation. We will usually:
Review your booking details and any relevant documentation, speak to the members of staff involved in your move, consider any photos, inventories, or notes taken on the day, and assess what went wrong and why. We aim to provide a full response within 10 to 14 working days. If the issue is complex or requires further information, we may need more time, in which case we will let you know and provide an updated timescale.
Our response and possible outcomes
When we have completed our investigation, we will explain our findings to you in clear and plain language. Depending on the nature of the complaint, possible outcomes may include:
An explanation of what happened, an apology where we have fallen short of our standards, information about steps we will take to prevent similar issues, and, where appropriate and in line with our terms and conditions, a gesture of goodwill or other form of resolution. Any remedy will be considered on a case by case basis and may be subject to the conditions set out in your removal agreement.
If you are not satisfied with the outcome
If you are unhappy with our initial response, you can ask for your complaint to be reviewed again. Please outline why you remain dissatisfied and specify any points you feel have not been addressed. A more senior member of our team will then re examine the complaint, the evidence we hold, and the reasoning behind our decision. We will provide a further response, usually within 10 working days of your request for a review.
Recording and monitoring complaints
We keep a record of all complaints relating to our removal services in Kentish Town and the wider area. This allows us to monitor trends, identify recurring issues, and take action to improve our processes, staff training, communication, and service standards. Information from complaints is treated confidentially and used only for handling your case and for internal quality assurance.
Fair treatment and confidentiality
We handle all complaints impartially and will not treat you differently in future because you have raised concerns. Your personal information and the details of your complaint will be handled in accordance with applicable data protection requirements. We will only share information internally with staff who need it to investigate and resolve your complaint.
Reasonable behaviour
We understand that moving home or business premises can be stressful, especially if things do not go to plan. We will always treat you with courtesy and expect the same in return. We may adapt how we communicate if behaviour becomes abusive or threatening, but this will not affect the fairness of our investigation or the outcome of your complaint.
Updating this complaints procedure
We review this Complaints Procedure regularly to ensure it remains clear, effective, and appropriate for our removal services in Kentish Town and nearby areas. Any updates will apply to new complaints from the date of publication. You may request the most recent version of this procedure at any time.
We value your feedback and the opportunity to put things right. If you have any concerns about your move, please let us know so we can address them promptly and continue to improve the service we provide.
