Complaints Procedure at Knightsbridge Removals

At Knightsbridge Removals, we are committed to delivering a professional and reliable removals service for homes and businesses. We recognise that, on occasion, things may not go as planned. When this happens, we welcome feedback and complaints so we can put things right and improve our service.

This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at every stage.

Scope of this Complaints Procedure

This procedure covers complaints about our removals and related services, including but not limited to packing, loading, transport, unloading, and storage. It applies to all customers who have used our services or have a confirmed booking with us.

Complaints that relate to insurance claims, matters under active legal review, or disputes already being dealt with by an external dispute resolution body may be handled under separate processes. Where this applies, we will explain it to you clearly.

How to Make a Complaint

You can raise a complaint as soon as you become aware of a problem with our service. The sooner you contact us, the easier it is for us to investigate and resolve the issue.

You may submit a complaint in writing, or by speaking to a member of our team. When you contact us, please provide the following information to help us handle your complaint efficiently:

• Your full name and the name the removal booking was made under
• Your correspondence address and preferred contact method
• Your removal booking reference or job number, if available
• The date of your move or planned move
• A clear description of what went wrong and when it happened
• Details of any loss or damage, including photos if available
• What outcome you are seeking, such as an explanation, apology, or compensation

If you are raising a complaint on behalf of someone else, we may need their permission to discuss the details with you.

Initial Handling and Acknowledgement

Once we have received your complaint, we will log it in our internal system and assign it to a member of our management team or an appropriate senior staff member. We aim to acknowledge receipt of your complaint within a reasonable timeframe and to confirm that an investigation is underway.

In the acknowledgement, we will explain who is dealing with your complaint and when you can expect a further response. If we need additional information or evidence, we will request it at this stage where possible.

Investigation of Your Complaint

We will conduct a fair and objective investigation into your concerns. This may include:

• Reviewing your booking details, inventory and removal paperwork
• Speaking with the crew members and staff involved
• Examining any photographs, videos, or supporting documents you have provided
• Inspecting items or property where practical and relevant

Throughout the investigation, we may contact you to clarify details or request further information. Keeping in touch helps us ensure that we fully understand your experience.

Our Response and Proposed Resolution

After we have completed our investigation, we will send you a written response setting out:

• A summary of your complaint
• The steps we have taken to investigate
• Our findings and conclusions
• Any proposed resolution or remedial action

Depending on the circumstances, the resolution may include an apology, an explanation of what went wrong, corrective action to complete or rectify outstanding work, or a financial offer where appropriate and in line with our terms and conditions. We will also explain any changes we intend to make to our processes or training as a result of your complaint.

Timeframes

We aim to resolve complaints as quickly as reasonably possible, taking into account the complexity of the issues and the availability of information. Some straightforward complaints may be resolved within a few working days, while more complex matters, such as those involving detailed damage assessment or third parties, may take longer.

If we are unable to provide a full response within a reasonable period, we will keep you informed of our progress and let you know when you can expect a final reply.

If You Are Not Satisfied

If you remain unhappy with our response or proposed resolution, you can request that your complaint be reviewed by a more senior manager. When doing so, please explain why you are not satisfied and what outcome you are seeking.

The senior review will consider the handling of your complaint, the evidence gathered, and the decision reached. We will then provide a further written response. If, after this stage, we still cannot agree on a resolution, we will set out any further options that may be available to you under our terms and any applicable regulatory or industry frameworks.

Complaints About Loss or Damage

If your complaint relates to loss of or damage to goods, please refer also to the terms and conditions of your removal or storage contract. These set out important information about:

• Limits of liability
• Timescales for reporting loss or damage
• Evidence required to support a claim
• Any applicable insurance arrangements

We encourage you to report any visible loss or damage as soon as possible so we can assess the situation promptly.

Our Commitment to Continuous Improvement

Every complaint is an opportunity for Knightsbridge Removals to review and improve our services. We regularly analyse complaint trends to identify areas where training, procedures, or communication can be strengthened across our removal operations.

By following this Complaints Procedure, we aim to treat every customer fairly, respond with clarity and respect, and ensure that genuine concerns are addressed in a professional and timely manner.