Complaints Procedure

Knightsbridge Removals Complaints Procedure

Knightsbridge Removals is committed to delivering a reliable and professional moving service for customers relocating homes and businesses. We understand that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what steps are available if you are not satisfied with the outcome.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair, and accessible process for handling complaints about our removal services. We aim to:

Respond promptly and courteously to all complaints.
Investigate concerns thoroughly and impartially.
Offer explanations, remedies, or solutions where appropriate.
Use feedback to continually improve our services.

2. What Is a Complaint

A complaint is any expression of dissatisfaction about the standard of our removal services, our staff, our vehicles or equipment, our communication, or how we have handled a previous concern. You do not need to use the word complaint for us to treat your concern seriously.

Examples of issues that may be handled under this procedure include:

Concerns about the conduct or attitude of our team during a move.
Damage to property or belongings during packing, loading, transit, or unloading.
Delays, missed arrival windows, or scheduling problems.
Concerns about how your quotation, booking, or payment was handled.

3. How to Make a Complaint

You can make a complaint in writing or verbally. While we accept complaints in any format, we recommend putting your concerns in writing, as this helps us understand the issue clearly and keep an accurate record.

When making a complaint, please provide:

Your full name and the address where the removal service took place.
The date of your move and your booking reference if available.
A clear description of what went wrong and when it occurred.
Details of any conversations you have had with our team about the issue.
Any supporting information you feel is relevant, such as photographs of damage.

If you raise your complaint verbally with a member of our team, they will aim to resolve the matter immediately where possible. If it cannot be resolved straight away, the complaint will be recorded and passed to the appropriate person for further review.

4. Our Response Times

We aim to acknowledge receipt of your complaint within five working days. This acknowledgement will outline the next steps and may ask for further information if needed.

We will then carry out a full investigation, which may involve:

Reviewing your booking details and service records.
Speaking with the staff involved in your move.
Reviewing photographs, inventory lists, or condition reports.
Assessing any relevant policies and procedures.

We aim to provide a full written response within 28 days of receiving your complaint. If, for any reason, we are unable to meet this timescale, we will keep you informed and provide an updated timeframe.

5. How We Investigate and Resolve Complaints

All complaints are handled objectively and confidentially. The person investigating your complaint will consider all available information before reaching a conclusion. Where appropriate, we may contact you for clarification or additional details.

Possible outcomes of a complaint investigation include:

A full or partial apology and explanation.
Practical steps to put things right where reasonable and possible.
A gesture of goodwill, if appropriate to the circumstances.
Confirmation that procedures or staff training will be reviewed or updated.

We will explain our findings clearly, including what we have concluded, any actions we will take, and our reasons for those decisions.

6. If You Are Not Satisfied with the Outcome

If you are unhappy with our initial response, you may request a review of your complaint. In this case, your concerns will be reconsidered, where possible, by a manager or senior representative who was not directly involved in the original investigation.

When requesting a review, please explain why you remain dissatisfied and what outcome you are seeking. We will acknowledge your request for a review within five working days and aim to provide a further written response within 21 days.

7. Claims for Loss or Damage

If your complaint relates to loss of or damage to your goods during a move, additional terms may apply under your removal contract and any insurance cover you have in place. It is important that you:

Inform us of any loss or damage as soon as reasonably possible after the move.
Retain any damaged items for inspection and provide photographs where you can.
Provide receipts, valuations, or evidence of ownership if requested.

We will review your claim in line with our terms and conditions, including any agreed limitations of liability. Any settlement or offer will be made with reference to those terms and any relevant insurance arrangements.

8. Fair Treatment and Confidentiality

You will not be treated unfavourably for raising a complaint in good faith. We view feedback as an opportunity to improve and welcome constructive comments from all customers using our removal services.

All information you provide will be treated with respect and kept confidential, shared only with those who need it in order to investigate and resolve your complaint. We will store complaint records securely and only for as long as is necessary and appropriate.

9. Continuous Improvement

Knightsbridge Removals regularly reviews complaints and feedback to identify patterns, training needs, and potential improvements in how we plan, manage, and deliver moves. Lessons learned may result in updated procedures, additional staff training, or changes to the way we communicate with customers before, during, and after their relocation.

By following this Complaints Procedure, we aim to ensure that any issues arising from our home or office removal services are dealt with promptly, fairly, and consistently.