This complaints procedure explains how customers using our removal services in Kingston upon Thames and surrounding areas can raise concerns, how we will handle them, and the standards you can expect from us. We are committed to providing a professional and reliable moving service and to resolving any issues promptly, fairly, and transparently.
This procedure applies to all customers who have used, or have booked, our domestic or commercial removal, packing, storage, or related services. It covers complaints about service quality, staff conduct, communication, timeliness, handling of belongings, and administration such as paperwork and billing.
This procedure does not cover disputes that are already the subject of legal action or claims that must be dealt with under an insurance policy or a separate claims process. Where a matter involves potential loss or damage to property, we may need to follow our loss and damage process alongside this complaints procedure.
We aim to deliver a professional moving service to customers in Kingston upon Thames and the wider region. If you feel we have fallen short, we will:
Listen to your concerns and treat your complaint seriously.
Acknowledge your complaint promptly and keep you informed.
Investigate in a fair, objective, and timely manner.
Provide a clear explanation of our findings and any decisions made.
Where appropriate, offer a suitable remedy or explanation.
Use your feedback to improve our removal services.
You can raise a complaint verbally or in writing. We encourage written complaints so that we have a clear record of the issues you wish to raise, including any dates, addresses in Kingston upon Thames or elsewhere, and details of the services provided.
When making a complaint, please provide:
Your full name and, if applicable, the name of the person who booked the move.
The service address and moving date.
A clear description of what went wrong and when it happened.
Names or descriptions of any staff involved, if known.
Any supporting information you feel is relevant, such as inventories, photos of damage, or copies of documents.
We ask that you submit your complaint as soon as possible after the issue arises so that we can investigate while events are still recent and information is readily available.
Once we receive your complaint, we will acknowledge it within a reasonable time. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and indicate when you can expect a full response.
If we need further information to understand the matter fully, we may ask you to provide additional details or clarification. This helps us to carry out a thorough and fair review.
Your complaint will be reviewed by an appropriate member of our management team who was not directly responsible for the issue, where possible. The investigation may include:
Reviewing job records, move schedules, and any correspondence.
Speaking with staff members or contractors involved in your move.
Reviewing photographs, inventories, or any other evidence.
Assessing whether our team followed our internal procedures and service standards.
For more complex issues or where several parties are involved, the investigation may take longer. If that is the case, we will keep you updated on progress and provide revised timescales where necessary.
Following our investigation, we will provide a written response setting out:
A summary of your complaint.
The steps we took to investigate.
Our findings based on the evidence available.
Any decision we have reached and the reasons for it.
The outcomes may include one or more of the following:
An explanation or clarification where there has been a misunderstanding.
An apology where our service has fallen below our standards.
Corrective action, such as staff training or changes to procedures.
Where appropriate, an offer of practical resolution in line with our terms and conditions and any applicable insurance or claims process.
If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. Please explain why you remain unhappy and what outcome you are seeking. A more senior member of our team will review the complaint, the initial investigation, and the response provided.
Following this review, we will issue a final response. This will confirm that we have completed our internal complaints procedure and will restate our position, together with any further steps we may be able to take.
We encourage customers to raise complaints as soon as possible after the move or event in question. In most cases, we may be unable to properly investigate complaints made a long time after the service has been provided, for example because records may no longer be available or staff may not recall specific details.
In cases involving alleged loss or damage to goods, please refer to our terms and conditions and any applicable insurance provisions, which may set specific time limits for notifying us of such issues.
All complaints are handled in line with our commitment to fair treatment. Raising a complaint will not affect any ongoing or future services you book with us in Kingston upon Thames or other areas.
We will treat your complaint and any personal information you provide with confidentiality. Information will only be shared internally where necessary to investigate and resolve the matter, or where we are required to share information by law or regulation.
We view complaints as an important source of feedback. Where complaints highlight patterns, training needs, or opportunities to improve how we manage removals in Kingston upon Thames and beyond, we will review and adapt our procedures accordingly.
We may periodically review this complaints procedure to ensure it remains clear, fair, and effective. Any updates will apply to future complaints from the date the revised procedure is issued.
If you have any concerns about our removal services, we encourage you to use this procedure so we can work with you to address the matter constructively and professionally.
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