This Complaints Procedure explains how customers using our removal services in Richmond Upon Thames and surrounding areas can raise concerns, and how those concerns will be handled. Our aim is to resolve any issues promptly, fairly and transparently, and to use feedback to continually improve our home and office removals, packing and storage services.
We are committed to delivering a reliable, professional removal service. If something goes wrong, we want to hear about it so we can put matters right as quickly as possible. Every complaint is taken seriously, investigated carefully, and handled in a respectful and confidential manner.
A complaint is any expression of dissatisfaction about our removal, packing, storage or related services, whether it relates to:
Service quality or conduct of staff on moving day, communication before or after your move, handling of your belongings, punctuality and timing of collections or deliveries, or administration, such as documentation, quotes or invoices.
You do not have to use legal or formal language to make a complaint. If you are unhappy and tell us so, we will treat it as a complaint and follow this procedure.
We encourage you to raise any concern as soon as possible, preferably within a reasonable time after your move date, so that we can investigate while information is still fresh.
You can make a complaint in writing or verbally. Written complaints help us record all details accurately and can speed up resolution. When you contact us, please provide:
Your full name, your service address and, if different, the address where the removal took place, the date of your move and any reference number you were given, a clear description of what went wrong, including times and locations if possible, and details of any loss or damage and any steps you have already taken to discuss the issue.
If your complaint is made on behalf of someone else, please ensure you have their permission, as we may need to confirm this for data protection reasons.
Upon receiving your complaint, we will acknowledge it as soon as reasonably practical. In most cases this will be within a few working days. We will record your complaint in our internal log, along with the date received and the staff member responsible for handling it.
At this stage, we may contact you to clarify details, request further information or ask for supporting evidence, such as photographs of damage, inventory lists or copies of any relevant documents. The more information you can provide at the outset, the easier it will be for us to reach a fair outcome.
Your complaint will be investigated by an appropriate member of our team who was not directly involved in the event, where possible, to help ensure impartiality. The investigation may include:
Reviewing your booking details, quotation, terms and conditions and any written correspondence, speaking to the crew members or office staff involved in your move, examining photographs, inventories or condition reports, and, where relevant, assessing whether our service met our internal standards and industry good practice.
We aim to complete this investigation within a reasonable timeframe. If the matter is complex or requires additional information, it may take longer. If there is any significant delay, we will let you know and explain the reason.
Once we have completed our investigation, we will provide you with a clear written response setting out:
Our understanding of your complaint, the steps we took to investigate, our findings and decision, and, where appropriate, any proposed remedy or corrective action.
Possible outcomes may include an explanation or apology, corrective action such as process improvements, practical steps to put matters right where possible, or, where appropriate and in line with our terms and conditions, consideration of compensation for proven loss or damage.
Our goal is always to reach a fair, reasonable and proportionate outcome based on the evidence available and the service agreement in place.
If you are not satisfied with our response, you may request that your complaint is reviewed. In doing so, please explain why you disagree with the outcome or how you believe it should be resolved. We will then arrange for a further review by a senior member of our team who has not previously handled the matter, where possible.
The review will consider whether the original investigation was thorough, whether the decision was fair and consistent with our policies and terms, and whether any additional information you have provided changes the outcome. We will then provide you with a final written response.
We aim to resolve most complaints as quickly as possible. While exact timescales can vary depending on the complexity of the issue, we will strive to:
Acknowledge your complaint promptly, keep you informed if further time is needed, and respond fully once our investigation is complete. If circumstances beyond our control cause delays, we will let you know and give an indication of when you can expect an update.
All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services and meeting our legal obligations. We will store complaint records securely and only for as long as necessary in line with our retention policies and applicable data protection requirements.
We value feedback from customers in Richmond Upon Thames and the wider area, whether positive or negative. Complaints help us identify where procedures, training or communication can be improved. We regularly review complaint trends to enhance the quality, reliability and safety of our removal services.
By following this Complaints Procedure, we aim to resolve issues fairly and efficiently and to maintain the trust of customers who rely on us for moves of all sizes, from local flat moves to larger home and office relocations.
By choosing to hire one of the most popular removal companies in Richmond upon Thames, you will get the most amazing assistance at price that won't put you out of pocket.
| 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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