This complaints procedure explains how you can raise any concerns about our removals, packing, storage or related services, and how we will work with you to resolve them. We aim to provide a clear, fair and timely process for all customers using our removal services in and around Acton.
We want every move to be carried out safely, professionally and with respect for you and your belongings. If something goes wrong, we take it seriously. Our goals when handling a complaint are to:
Listen carefully to your experience and understand what has happened.
Respond promptly and keep you informed at each stage.
Investigate matters fully, gathering all relevant information.
Provide a fair outcome and, where appropriate, put things right.
Use your feedback to improve our removal and storage services.
A complaint is any expression of dissatisfaction about our services, whether it is justified or not. This may include issues related to:
The conduct, attitude or behaviour of our removals team.
Collection, loading, transport or delivery of your goods.
Packing, unpacking or dismantling and reassembly services.
Timescales, punctuality or communication about your move.
Damage, loss or perceived risk to your property or belongings.
Administration, documentation, invoicing or payments.
In many cases, concerns can be resolved quickly if you raise them as soon as they arise. If you are unhappy during your move or shortly afterwards, please speak to a member of our team so we can address the issue immediately where possible.
You can contact us through our usual office contact channels, giving a brief description of the problem and when it occurred. We will aim to:
Respond promptly, usually within two working days.
Clarify what has happened and what you would like us to do.
Offer an explanation, solution or next steps.
If the matter cannot be resolved informally, or you prefer a more formal review, you may follow the formal complaints process below.
If you wish to make a formal complaint about our removal services in Acton, please do so in writing so we can review your concerns thoroughly. Written complaints help us to understand the issue clearly and ensure that nothing is overlooked.
When submitting your complaint, please provide:
Your full name and, where applicable, the name on the booking.
The service address and moving date.
A clear description of what went wrong and when it happened.
Names of any staff involved, if known.
Any supporting information you feel is relevant, such as inventories, photographs, notes or reference numbers.
What you feel would be a fair resolution.
Once we receive your formal complaint, we will follow these steps:
Acknowledgement: We will acknowledge your complaint in writing within five working days. In this acknowledgement we will confirm that we have received your complaint and outline the next steps.
Investigation: Your complaint will be reviewed by a member of management who was not directly involved in the matter you are complaining about wherever possible. They may need to:
Review booking records, job sheets and any correspondence.
Speak to the team members involved in your move.
Inspect any relevant documentation, images or evidence you provide.
Ask you for further information or clarification, if required.
Response: After completing the investigation, we will send you a written response. Our aim is to provide a full response within 28 days of acknowledging your complaint. If for any reason we cannot meet this timescale, we will inform you and give a revised date.
Our written response will explain:
Our understanding of your complaint.
The steps we have taken to investigate.
Our findings and any conclusions we have reached.
Any actions we will take to resolve the matter or improve our services.
Depending on the nature of the complaint and the findings of our investigation, possible outcomes may include:
An explanation or clarification where there has been a misunderstanding.
An apology where our service has fallen below our standards.
Corrective action to address any ongoing problems.
Review of our procedures, staff training or working practices.
Where appropriate and in accordance with our terms and conditions, consideration of compensation or other remedies.
We aim to resolve all complaints about our removal services fairly. If you are unhappy with our final response, you may request a review by a more senior member of our management team, who will look at your complaint and our handling of it afresh where possible.
In some circumstances, you may also be able to seek independent advice or take further action through consumer protection bodies or legal channels. Any such steps will depend on the nature of your complaint and your particular circumstances.
We encourage you to raise concerns as soon as possible so that we can investigate while the details of the move are still recent and any evidence is readily available. Complaints made long after the event may be more difficult to investigate thoroughly.
Specific time limits for reporting damage, loss or other matters may apply under our standard terms and conditions. These are provided when you book your move and form part of our agreement with you. Please refer to those terms for details of any applicable reporting deadlines.
Every complaint is an opportunity for us to review the way we work and improve the quality of our removal services. We regularly analyse the types of complaints we receive so that we can:
Identify any recurring issues or trends.
Update our training for removal teams and office staff.
Refine our procedures for packing, handling and transport.
Improve our communication with customers before, during and after moves.
By setting out a clear complaints procedure and responding constructively to your feedback, we aim to deliver a consistently reliable and professional moving service for customers in Acton and the surrounding areas.
Unlike many of the removal companies Acton, we don’t charge our clients over the odds for our services and like to keep our prices as reasonable as it possible.
| Transit Van | 1 Man | 2 Men |
| Per hour /Min 2 hrs/ | from £60 | from £84 |
| Per half day /Up to 4 hrs/ | from £240 | from £336 |
| Per day /Up to 8 hrs/ | from £480 | from £672 |
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