Removals Knights Bridge Complaints Procedure

Removals Knights Bridge is committed to providing a reliable, professional and courteous removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right promptly and improve our services for the future. This Complaints Procedure sets out how you can raise a concern, how we will respond, and the timescales you can expect.

Purpose and Scope of This Procedure

This procedure applies to all customers who have used, or intend to use, the services of Removals Knights Bridge. It covers complaints about our removals, packing, storage, and associated services, including customer service, communication, punctuality, handling of belongings and conduct of our staff or contractors.

This procedure is designed to ensure that all complaints are handled fairly, consistently and within reasonable timeframes, and that we learn from any issues that arise.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of service you have received or the way it was delivered, where you would like a response or resolution. Examples include, but are not limited to:

Service not delivered as agreed or expected.

Damage or loss of items during a move or while in storage.

Delays, missed appointments or poor communication.

Perceived unprofessional or discourteous behaviour.

Billing, quotation or payment concerns.

We welcome all feedback, whether positive or negative. If your concern can be resolved immediately and informally, we will always try to do so. If you are not satisfied with an informal response, you may use this formal complaints procedure.

How to Make a Complaint

You can raise a complaint in writing. Please include the following information to help us deal with your concerns efficiently:

Your full name and address.

Details of the service you booked, including dates and locations of the move or storage period.

A clear description of your complaint, including what went wrong and when.

Any supporting information you feel is relevant, such as inventories, photographs or reference numbers.

Details of what outcome or resolution you are seeking, where applicable.

Please submit your complaint as soon as possible and, ideally, within 28 days of the service date. Complaints received later than this will still be considered, but it may be more difficult to investigate fully if too much time has passed.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it in writing. Our acknowledgement will confirm that we have received your complaint and that it is being processed under this procedure.

We aim to acknowledge all written complaints within five working days. If there is any delay in acknowledging your complaint, we will let you know as soon as reasonably possible.

Investigation Process

Your complaint will be reviewed by an appropriate member of our management team who was not directly involved in the events leading to the complaint, wherever possible. The investigation may include:

Reviewing your booking details, inventory and relevant documentation.

Speaking with the team members or third parties involved in providing your service.

Assessing any photographs, evidence or supporting documents you provide.

Checking internal policies, procedures and records relevant to the issue raised.

We may contact you during the investigation if we require further information or clarification. This helps ensure that we understand the issue fully and can respond fairly.

Timeframe for Our Response

We aim to provide a full written response to your complaint within 20 working days of acknowledging it. In many cases, we will be able to respond sooner.

If the matter is complex or further time is needed to complete our investigations, we will contact you within the 20 working day period to explain the reason for any delay and provide a revised timescale for our final response.

Our Decision and Outcomes

When our investigation is complete, we will write to you with our findings and any actions we propose to take. This response will typically include:

A summary of your complaint and the issues investigated.

Details of the investigation carried out.

Our decision and the reasons for it.

Any steps we will take to remedy the situation, where appropriate.

Possible outcomes may include an explanation, an apology, corrective action, service improvements, or financial redress where this is appropriate and justified by the circumstances and any applicable terms and conditions.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may write to us again to explain why you remain unhappy and what you feel has not been addressed. Where appropriate, we may arrange for a further review of your complaint by a different senior member of our team.

We are committed to dealing with all customers fairly and will always aim to find a reasonable and proportionate resolution.

Learning from Complaints

Removals Knights Bridge views complaints as an important source of feedback and an opportunity to improve how we deliver our services across the areas we serve. We regularly review complaints to identify patterns, recurring issues and areas where we can enhance our systems, training or communication.

Where relevant, we may update our procedures, revise our terms, introduce additional staff training or take other steps to reduce the likelihood of similar problems occurring in future.

Confidentiality and Data Protection

All complaints will be handled with appropriate confidentiality. Information will only be shared with those who need it to investigate and resolve your complaint. We will handle your personal data in line with applicable data protection requirements and our internal policies, using it solely for the purpose of managing and responding to your complaint and for improving our services.

Review of This Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective for our customers. Updated versions may be published from time to time to reflect changes in our services or legal and regulatory requirements. Your use of our services signifies your agreement that complaints will be handled in accordance with the latest version of this procedure.

We appreciate the time taken by any customer who raises a concern with us and will always strive to resolve matters in a fair and timely manner.