This complaints procedure explains how customers using our removal services in Roehampton and the surrounding areas can raise concerns, how those concerns will be handled, and what outcomes can be expected. Our aim is to resolve any issues fairly, promptly and transparently, while continually improving the quality of our moving and storage services.
We are committed to providing a professional and reliable removal service from initial enquiry through to delivery at your new property. If something goes wrong, we want to hear about it so that we can put matters right where possible and take steps to prevent similar issues in future. All complaints are taken seriously and are handled with respect, discretion and impartiality.
This procedure applies to complaints relating to our domestic and commercial removal services, including but not limited to home moves, office moves, packing services, loading and unloading, transport, storage, and related customer support. It covers issues such as service quality, conduct of staff, delays, damage to goods, communications, and administration of your move.
You should raise any concerns as soon as reasonably possible so that we can address them quickly. In many cases, issues can be resolved informally by speaking to the team on site or the office staff handling your move. If you feel the matter has not been resolved to your satisfaction, you can escalate it as a formal complaint.
When submitting a complaint, please provide the following information so that we can investigate efficiently:
• Your full name and address
• Any reference number or job number relating to your move
• The date of your move and relevant locations
• A clear description of the issue and how it has affected you
• Details of any conversations already held with our staff about the matter
• Any supporting evidence you may have, such as photographs, inventories, or written notes
Complaints can be made in writing or verbally. Written complaints are preferred where possible, as they allow us to keep a clear record of the concerns raised. If you make a verbal complaint, we may note it in writing and summarise it back to you to ensure accuracy. You are welcome to ask a relative, friend or representative to assist you if needed.
We will acknowledge receipt of your formal complaint within a reasonable timeframe, normally within five working days. The acknowledgement will confirm that your complaint has been received, outline the next steps, and indicate the expected timescale for a full response. If we need further information or clarification, we will let you know at this stage.
Your complaint will be investigated by a member of management who has not been directly involved in the matter wherever possible. The investigation may include:
• Reviewing your booking details and any written records
• Speaking to the staff involved in your move
• Examining photographs, inventories and condition reports
• Considering relevant policies, terms and conditions, and industry standards
We aim to conduct investigations thoroughly yet efficiently, balancing the need for a prompt outcome with the need for fairness and attention to detail.
Once our investigation is complete, we will provide you with a written response setting out:
• A summary of your complaint
• The steps taken to investigate
• Our findings and conclusions
• Any action we propose to take to resolve the matter
Possible outcomes may include an apology, an explanation, corrective action to improve future service, or other forms of redress where appropriate and in line with our terms and conditions. Where your complaint involves alleged loss or damage, this will be assessed with reference to your contract, inventory, and any relevant insurance arrangements.
We aim to provide a full response within 20 working days of acknowledging your complaint. If the matter is complex and requires more time, we will let you know and provide an updated timescale. We will keep you informed of progress if the investigation cannot be concluded within the original timeframe.
If you remain dissatisfied after receiving our response, you may request that the complaint is reviewed at a more senior level within the company, where available. The reviewing manager will consider whether the investigation was fair and whether the outcome remains appropriate based on the evidence. In certain circumstances, you may also have the option to seek independent advice or use alternative dispute resolution, in line with any applicable trade association or contractual arrangements.
If your complaint relates specifically to the handling of your personal data in connection with our removal services, it will be dealt with under our data protection and privacy procedures. You may have additional rights under data protection law, including the right to raise concerns with the relevant supervisory authority. Details of how we handle personal data are set out in our separate privacy information.
Complaints are an important source of feedback that help us maintain high standards for customers moving to, from, or within the Roehampton area. We routinely review complaints to identify trends, training needs and opportunities for improvement in our planning, packing, handling, transport, storage, and customer care processes.
We aim to make this complaints procedure accessible to all customers. If you require assistance in making a complaint or would like this information in an alternative format, please contact us and we will do our best to help. We will always treat complainants with courtesy and expect the same in return for our staff.
This complaints procedure is reviewed regularly to ensure that it remains clear, fair and effective for customers using our removal services in Roehampton and the wider region. We reserve the right to update or amend the procedure from time to time to reflect changes in our operations, industry practices or legal requirements.
When you choose one of the leading removal companies in Roehampton, SW15 you will receive top-quality service at incredibly competitive cost.
| 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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