Formal Complaints Procedure For Our Moving Services

We want every move to run smoothly, from the initial survey through to unloading at your new property. However, we recognise that problems can occasionally arise. This complaints procedure explains how to raise a concern about our removal services and how we will respond. It applies to all customers using our household, office, and specialist moving services within our operating area.

1. Aims Of This Complaints Procedure

Our procedure is designed to make it straightforward for you to tell us when something has gone wrong and to give you confidence that your concern will be taken seriously. When you contact us with a complaint, we will aim to:

Listen carefully to what has happened, acknowledge the issue, and understand the impact on you.

Investigate the facts in a fair and impartial way.

Offer a clear explanation, apology where appropriate, and a suitable remedy where one is due.

Use lessons from complaints to improve our moving and storage services.

2. What Counts As A Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are seeking a response. This can include, for example:

Concerns about the conduct, attitude, or behaviour of our removal crews or office staff.

Issues with punctuality, loading, unloading, or the handling of your items.

Disputes about charges, quotations, or additional services such as packing or storage.

Problems with communication, paperwork, or the information you were given before, during, or after your move.

Damage, loss, or missing items connected to your removal or storage services, in line with our terms and conditions.

3. How To Raise A Complaint

You can raise a complaint verbally or in writing. We encourage you to contact us as soon as you become aware of a problem so that we have the best chance of resolving it quickly. When you contact us, please provide:

Your full name and the address you moved from and to.

The date of your move and any reference number you have been given.

A clear description of your concern, including what happened, when, and who was involved, as far as you know.

Any supporting details you think are relevant, such as photographs or inventories, if available.

What outcome you are seeking, such as an explanation, apology, replacement, repair, or financial settlement in line with our terms and conditions and any applicable insurance.

4. Time Limits For Submitting A Complaint

To allow us to investigate properly, we ask that complaints are raised within a reasonable time of the issue occurring. For damage, loss, or missing items, you should refer to the time limits set out in our terms and conditions and any insurance documentation provided. While we will always try to be helpful, extended delays in notifying us may affect what we are able to do.

5. How We Will Handle Your Complaint

Stage 1: Initial response. Once we receive your complaint, we will record it and arrange for an appropriate member of staff to review it. We aim to acknowledge your complaint within a reasonable period. In straightforward cases, we may be able to resolve the matter at this first stage with an explanation, apology, or simple corrective action.

Stage 2: Investigation. If the issue is more complex or cannot be resolved immediately, we will carry out a fuller investigation. This may include speaking with the crew who carried out your move, reviewing schedules and documentation, and examining any photographs or other evidence you provide. We will keep you informed of progress where the investigation takes longer than expected.

Stage 3: Outcome. Once our investigation is complete, we will provide you with a clear written response. This will explain what we have found, whether your complaint is upheld in full or in part, and, where appropriate, what remedial action we propose. Possible outcomes can include an apology, service improvement steps, repair, replacement, or financial settlement in accordance with our terms, conditions, and any applicable insurance cover.

6. Timescales For Responses

We aim to deal with all complaints as quickly as reasonably possible. Response times may vary depending on the complexity of the matter, the availability of staff who were involved in the move, and whether external parties such as insurers need to be consulted. If we cannot provide a full response within a reasonable timeframe, we will let you know and explain why more time is needed.

7. Your Responsibilities When Making A Complaint

To help us handle your complaint efficiently, we ask that you:

Provide accurate, complete information about the issue, including dates and details of conversations where possible.

Tell us promptly about any new information or evidence that becomes available.

Retain any relevant items or packaging for inspection, where damage is alleged.

Communicate with our staff courteously. We understand that moving can be stressful, and we will always treat you with respect; we ask for the same in return.

8. Escalation If You Are Unhappy With The Outcome

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed by a more senior member of our management team. When requesting an escalation, please explain why you disagree with the initial decision and what further outcome you are seeking. We will review the matter again and provide a final position. Where applicable, we will also advise you of any external dispute resolution or advisory options that may be open to you under our industry memberships, contractual terms, or relevant law.

9. Complaints About Third Parties

Sometimes we may use carefully selected partners, such as specialist carriers or storage providers, to help deliver services in certain locations. Where your complaint relates to a third party acting on our behalf, we will coordinate with them to investigate your concern. We will remain your main point of contact throughout the process, although any remedy may be subject to the third party's own responsibilities and limitations.

10. Continuous Improvement

We regularly review the complaints and feedback we receive to identify trends and opportunities to improve our removals and storage services. This can include additional staff training, changes to procedures, or improvements in our communication and documentation. By telling us when something has gone wrong, you help us to provide a better service for future customers moving home or business premises in our service area.

11. Updates To This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice. The version in force at the time we handle your complaint will apply. You can ask us at any time for the latest copy of our complaints procedure and our terms and conditions of service.