Kennington Removals Complaints Procedure
Purpose and scope. This complaints procedure explains how Kennington Removals and related removal services address concerns raised by customers, third parties or representatives. Its purpose is to ensure that all complaints about our removal company operations are handled consistently, fairly and in a timely manner. The policy applies to issues arising from home moves, office relocations, storage handling, transit damage, scheduling, and conduct by the removals team. It does not replace statutory rights but sets out how we will investigate and resolve matters internally.
Who can make a complaint
Complaints can be made by any person reasonably affected by our Kennington removal service, including householders, tenants, business clients and authorised agents. Complaints may be submitted by a representative acting on behalf of a client, provided the representative demonstrates authority to act. We accept complaints about any element of the moving process, including pre-move estimates, packing, loading, transport, unloading, storage and aftercare. All complainants will be treated with respect and without prejudice.
How to register a complaint
To register a complaint you should set out the nature of the concern, relevant dates, job reference or booking information where available, and the desired outcome. A clear written record helps speed up resolution. Upon receipt of a complaint our removals teams log the matter and begin the acknowledgment process described below. We encourage the use of concise statements and supporting documentation such as photographs or condition reports where appropriate.Acknowledgement and initial response
We aim to acknowledge all complaints promptly. Within an initial period we will confirm receipt and advise who is handling the matter and the expected timeframe for a full response. For straightforward matters an initial resolution may be offered quickly; where further investigation is required we will provide regular status updates. Timeliness and communication are priorities: we recognise that unresolved issues can disrupt moving plans and therefore seek to keep the process as efficient as possible.
Investigation stage
Our investigation will be proportionate to the nature and severity of the complaint. Typical steps include reviewing job records, interviewing staff involved, inspecting any retained evidence (pack lists, inventories, damage reports) and assessing photographic or documentary evidence supplied by the complainant. Investigators are impartial and trained in our complaints handling procedures. We maintain an internal case file for each complaint that documents findings and decisions. Confidentiality is maintained throughout, subject to legal and regulatory obligations.Possible interim measures may include temporary mitigation, repair arrangements, secure storage of items, or safe return of belongings pending final determination. Any interim actions will be communicated in writing and recorded on the case file. Where practical, the removals team will cooperate with third-party service providers involved in the move to ensure a coherent response.
Outcomes and remedies
Following investigation, we will provide a formal written response that explains the findings and any remedial actions. Remedies aim to put the complainant in as near a position as possible to that which they would have been had the issue not occurred. Remedies may include one or more of the following:- Explanation of events and apologies where appropriate.
- Repair or replacement of damaged items when loss is attributable to our handling.
- Proportionate financial compensation or goodwill gestures in line with our policies and contractual obligations.
- Practical arrangements such as additional collection or delivery to resolve an incomplete move.
Escalation and independent review
If a complainant considers the outcome unsatisfactory, the complaint may be escalated internally to a senior manager or a dedicated complaints review officer. Our escalation process is separate from the initial investigation team to maintain independence. If internal escalation does not produce a resolution acceptable to both parties, complainants may be informed of external independent review options where relevant and available under applicable industry schemes and regulatory frameworks. We will advise on eligibility for such schemes without providing legal advice.
