Keep Moving Complaints Procedure
Keep Moving is committed to providing a professional, reliable and respectful removal service. We aim to resolve any concerns quickly and fairly, and we view complaints as an opportunity to review and improve our service. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and straightforward process for customers who are dissatisfied with any aspect of our removals, packing, storage, or related services. Our goals are to ensure your complaint is:
Handled promptly and courteously
Investigated thoroughly and impartially
Responded to with a clear explanation and, where appropriate, a suitable remedy
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about the standard of our service, our staff, our vehicles or equipment, or the way we have handled your belongings or your booking. This includes, for example:
Concerns about punctuality, conduct or professionalism of our team
Issues with how your items were handled, loaded, transported or unloaded
Disagreements regarding the service provided compared with what was agreed
Concerns about communication, documentation or billing
You do not need to use specific language or refer to this Complaints Procedure in order for your concern to be treated as a complaint.
How to Make a Complaint
You can raise a complaint in the way that is most convenient for you. We accept complaints made verbally or in writing. To help us deal with your complaint efficiently, please provide:
Your full name and the name under which the booking was made
Your service date and the address where the service took place
A clear description of what went wrong and when it occurred
Details of any loss, damage or inconvenience you believe has resulted
Any evidence you feel is relevant, such as photographs or inventories
If you raise a concern during a removal, our team leader will try to resolve the issue immediately where it is safe and practical to do so. If you remain dissatisfied, or if the matter cannot be resolved on the day, you can escalate it through the formal complaints process detailed below.
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it and arrange for an appropriate member of our team to review it. We will normally:
Acknowledge your complaint within a reasonable timeframe
Confirm the main points of your complaint as we understand them
Advise you of the next steps and when you can expect a detailed response
If we need more information from you to begin our investigation, we will clearly explain what we require and why.
Stage 2: Investigation
Your complaint will be investigated by a person with sufficient seniority and knowledge of our removal operations, but who was not directly responsible for the events complained about wherever possible. The investigation may include:
Reviewing your booking details, move plan and any relevant documentation
Speaking to the crew members and coordinators involved in your move
Inspecting photographs, inventories or condition reports where applicable
Assessing whether our service met our internal standards and agreed terms
We aim to complete our investigation and provide a full response within a reasonable period. If the matter is complex or requires more time, we will let you know and keep you informed of progress.
Stage 3: Our Response and Outcomes
At the end of our investigation, we will send you a clear and written outcome. This response will normally include:
A summary of your complaint
Details of the investigation we carried out
Our findings and whether we uphold your complaint in full, in part, or not at all
Any steps we will take to put matters right, where appropriate
Any changes we intend to make to our processes or staff training
Possible outcomes may include an explanation or apology, corrective action to complete or improve the service, or other remedies where applicable and in line with our terms and conditions. Any offer of settlement or goodwill is made strictly without admission of liability unless expressly stated otherwise.
Stage 4: Escalation Within Keep Moving
If you are not satisfied with the outcome of Stage 3, you can ask for your complaint to be reviewed at a higher level within Keep Moving. When you request an escalation, please explain why you are dissatisfied with the earlier decision and what outcome you are seeking.
A more senior manager will then review:
The handling of your original complaint
The evidence considered and the conclusions reached
Whether our procedure was followed correctly and fairly
Following this review, we will write to you setting out our final position. This is normally the final stage of our internal complaints process.
Time Limits for Complaints
We encourage customers to raise any concerns as soon as possible so that we can investigate while the details are still clear. In particular, any concerns about loss or damage to items should be raised promptly after delivery so that we can assess the situation properly.
Where a complaint is made after a significant delay, it may be more difficult for us to investigate and verify what occurred, and this may affect the options available for resolution. However, we will always review the information you provide and respond as fairly as we can in the circumstances.
Our Commitment to Fairness and Improvement
We aim to treat all complaints seriously, respectfully and without bias. Making a complaint will not affect the level of service you receive from us on any future move. We regularly review the complaints we receive to identify patterns, improve staff training, refine our procedures, and make our removal and storage services safer, more efficient and more reliable.
By following this Complaints Procedure, we hope to provide you with clarity, confidence and reassurance about how Keep Moving will handle your concerns from start to finish.
