Complaints Procedure for Our Removal Services

We want every house move, office relocation and storage service to run smoothly from start to finish. If something goes wrong or you are unhappy with any aspect of our service, this complaints procedure explains how to tell us, what we will do, and the timescales you can expect us to work to.

Our Commitment to You

We are committed to dealing with all complaints fairly, consistently and promptly. We use feedback to improve our moving and storage services and to prevent the same issues from happening again. You will never be charged for making a complaint and raising concerns will not affect any ongoing services you receive from us.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to a home move, business relocation, packing, storage, customer service, billing, or the conduct of our staff or contractors. You can complain even if you only want to raise a concern and do not yet know what outcome you would like.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. Written complaints help us to keep a clear record, but we will also accept complaints made verbally.

You may contact us by letter or in person at our office. When making your complaint, please include:

• Your full name and contact details
• Your moving date or booking reference, if available
• A clear description of what happened and when
• The names of any staff involved, if known
• Any evidence you can provide, such as inventories, photographs, delivery notes or invoices
• What you would consider to be a reasonable resolution

If you need help to make a complaint, please let us know and we will do our best to assist you.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system and allocate it to an appropriate member of our team. We aim to acknowledge all complaints within five working days. Our acknowledgement will confirm who is handling your complaint and the next steps in the process.

If we need more information to understand the issue, we will contact you to clarify the details or request additional documents. This helps us investigate the matter thoroughly and fairly.

Stage Two: Investigation and Response

The person investigating your complaint will review your moving documentation, any signed inventories or condition reports, and any written or photographic evidence you have supplied. Where necessary, they may also speak to the staff, crew members or contractors involved in your move.

We aim to provide a full written response within twenty working days of acknowledging your complaint. If the matter is particularly complex or requires more time, we will let you know and provide an updated timescale. Our response will explain:

• What we have investigated
• What we have found
• Whether your complaint is upheld in full, in part or not upheld
• Any steps we are taking to put things right
• Any changes we will make to our processes or training

Putting Things Right

Where we find that something has gone wrong, we will aim to offer a fair and reasonable remedy. Depending on the circumstances, this may include an apology, correcting a mistake, reviewing and improving our procedures, or considering appropriate financial redress in line with our terms and conditions and any applicable insurance cover.

Our aim is always to reach an outcome that is fair to you and consistent with our obligations, while taking into account the nature of the issue and the evidence available.

If You Are Not Satisfied With Our Response

If you are unhappy with our stage two response, you may ask for a further review. You should tell us why you disagree with our decision or proposed resolution and provide any additional information you would like us to consider.

A more senior member of our team, who has not been involved in the initial investigation, will review the case. This internal review will consider whether we followed this complaints procedure correctly and whether our decision was reasonable and proportionate.

We will aim to provide the outcome of this review within fifteen working days. This will be our final position on your complaint within our internal procedures.

Time Limits for Making a Complaint

You should raise any concerns about your move as soon as possible, particularly if they relate to loss, damage or delivery issues. Doing so promptly makes it easier for us to investigate and gather accurate information. Some aspects of our liability are governed by time limits in our terms and conditions and in any insurance policy that may apply to your move.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with data protection requirements. Information about your complaint will only be shared with those who need it to investigate and resolve the matter. We keep complaint records securely and retain them for as long as necessary to meet our legal and regulatory obligations.

Using Feedback to Improve Our Services

We regularly review complaints and feedback to identify patterns and areas where we can improve our removal, packing and storage services. This may include additional staff training, changes to our procedures, or improvements to our communication with customers before, during and after their move.

Accessibility

We want this complaints procedure to be accessible to all of our customers. If you require this information in another format or need assistance to make a complaint, please let us know and we will try to accommodate your needs wherever reasonably possible.

By following this procedure, we aim to give every customer a clear, fair and transparent route to raise concerns about their move and to have those concerns taken seriously and addressed promptly.