Our removal company is committed to delivering a professional, reliable and courteous service for every move. We recognise that, on occasion, things may not go to plan. When this happens, we encourage customers to let us know so that we can put matters right where possible and improve our services for the future. This page explains how to raise a complaint, how we will handle it, and what you can expect from us throughout the process.
We aim to provide a fair, transparent and accessible complaints process for all customers who use our removal and relocation services. We will treat every complaint seriously, investigate it thoroughly, and respond in a timely and respectful manner. We will use the information you provide to review how we operate and to reduce the likelihood of similar issues arising again.
This complaints procedure covers concerns or dissatisfaction relating to our removal services, including but not limited to packing, loading, transport, delivery, scheduling, conduct of staff, handling of belongings, communication and administration. It applies to domestic and commercial moves carried out by our company within our service area.
This procedure does not cover routine queries, booking amendments or requests for quotations, which should be raised with our customer service team as standard enquiries. If you are unsure whether your issue is a complaint, you may still contact us and we will advise you on the most appropriate route.
You should make a complaint as soon as reasonably possible after the issue has arisen. Prompt reporting helps us investigate more effectively, especially where details of the move, location and circumstances are still fresh and supporting evidence can be gathered. However, we will consider complaints made at a later date where there is a valid reason for delay.
We recommend setting out your complaint in writing so that there is a clear record of the issues you are raising. When making a complaint, please provide:
The date of your move or proposed move; the name the booking was made under; a brief summary of what went wrong; when and where the issue occurred; the names or descriptions of any staff members involved (if known); any steps already taken to resolve the issue informally; and the outcome you are seeking, such as an explanation, apology, corrective action or review of charges.
Complaints may also be raised verbally. In that case, we may ask you to confirm key details in writing so that both parties have a clear understanding of the matters being investigated.
Once we receive your complaint, we will log it and carry out an initial review to confirm the key issues, scope and any urgent actions required. We will acknowledge receipt of your complaint within a reasonable period of time and provide a reference or confirmation so that you can follow up if needed.
If further information is required to understand your concerns, we may contact you to clarify points, request additional details, or ask for supporting evidence such as photographs, inventory notes or correspondence.
Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the incident wherever possible. The investigation may include:
Reviewing your booking records, service notes and inventories; speaking with staff members or third parties who were present; examining relevant policies and procedures for our removals operations; and considering any evidence or documentation you have supplied.
We aim to complete our investigation within a reasonable timeframe. Where a complaint is complex or requires additional enquiries, we will keep you informed of progress and advise you if we need more time.
When the investigation is complete, we will provide you with a written response setting out:
A summary of the issues you raised; the steps taken to investigate your complaint; our findings and conclusions; and any actions we propose to take as a result.
Possible outcomes may include an explanation or clarification, an apology, corrective action to remedy an issue where practical, review or adjustment of charges where appropriate, or changes to our processes, staff training or internal guidelines.
Our response will explain the reasoning behind any decision and how it aligns with our contractual obligations and service standards.
If you are not satisfied with our response, you may ask for your complaint to be reviewed again by a senior member of our team, stating why you disagree with the outcome or how you believe the matter has not been fully addressed. We will re-examine the information, consider any new evidence and provide a final written reply wherever possible.
In some cases, you may have the right to seek independent advice or consider alternative dispute resolution options. Any such routes will depend on the circumstances of your move, the services provided and any applicable terms agreed before the move took place.
We will treat all complainants with respect and courtesy. We expect customers to behave in the same way towards our staff. We will not tolerate abusive, threatening or discriminatory behaviour and may limit communication where such behaviour occurs.
Your complaint and any personal data you provide will be handled in line with our privacy practices. Information will be used only for the purposes of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations. Access to complaint records is restricted to those who need it to carry out their role.
We are committed to learning from complaints across our removal operations. We regularly review complaint themes, outcomes and feedback to identify areas where our processes, training or communication can be improved. This helps us enhance the reliability, safety and customer experience of our removal services throughout the area we serve.
By following this complaints procedure, we aim to resolve issues as fairly and efficiently as possible and to maintain your confidence in choosing our company for your move.
