This Complaints Procedure explains how customers of our removal services in and around Islington can raise concerns, how those concerns will be investigated, and the steps we take to achieve a fair and timely resolution. We are committed to dealing with every complaint professionally, respectfully, and in line with our obligations under UK consumer law.
We aim to provide a reliable removals service, whether you are moving home, office, or placing items into storage. If something goes wrong, or you are unhappy with any aspect of our service, we want to know. Complaints are treated as an opportunity to review our performance, put things right where possible, and improve our services for customers in the future.
All complaints are handled confidentially and without discrimination. Raising a complaint will not affect your right to receive our services or any ongoing support regarding your move.
This Complaints Procedure applies to all customers who have used, or attempted to use, our removal services. It covers issues including, but not limited to:
Concerns about the conduct or professionalism of our moving teams. Dissatisfaction with the quality, timing, or reliability of our removal services. Issues relating to packing, loading, unloading, or transportation of goods. Disputes about billing, quotations, or additional charges. Concerns regarding damage to property or belongings. Any other matter where you feel we have not met our stated service standards.
Where possible, we encourage you to raise any concerns informally at the earliest opportunity. Often, issues that occur during a move can be resolved quickly by speaking directly with a team member or the supervisor overseeing your removal.
If you feel comfortable doing so, explain what has gone wrong, what impact it has had, and what you would like us to do to put it right. Many concerns can be addressed on the day of the move or shortly afterwards through clear communication and practical solutions.
If your concern cannot be resolved informally, or you prefer a more structured response, you may make a formal complaint. When submitting a complaint, please provide as much detail as possible, including:
Your full name and, if applicable, the address of the property you moved from and to. The date of your move or the date the issue occurred. A clear description of what went wrong and how it has affected you. Any relevant information about conversations already held with our team. Any supporting details that may help us understand and investigate the matter.
Written complaints are helpful because they provide a clear record of your concerns. However, we will also accept complaints made verbally and will record them accurately within our internal systems.
We will acknowledge your formal complaint within a reasonable timeframe, normally within five working days of receiving it. Our acknowledgement will confirm that we have received your complaint and advise you of the next steps in the process. Where appropriate, we may request further information or clarification to ensure we fully understand the matter.
Once acknowledged, your complaint will be assigned to an appropriate member of our management team for investigation. The person responsible for the investigation will:
Review your account and any relevant records of your removal service. Speak with team members involved in your move, where necessary. Consider any photographs, inventories, or notes taken during the work. Assess whether our service met our stated standards and contractual obligations.
We aim to complete investigations within 28 days of acknowledging your complaint. If for any reason we require more time, we will let you know and explain why, along with an updated timescale for our response.
At the conclusion of our investigation, we will provide you with a written response setting out:
A summary of your complaint. The steps we have taken to investigate it. Our findings and conclusions. Any actions we propose to resolve the matter.
Depending on the nature of the complaint and the outcome of the investigation, possible resolutions may include an apology, practical remedial steps, service adjustments, or, where appropriate, consideration of compensation or a partial refund in line with our terms and conditions and applicable law.
If you are not satisfied with the outcome of your complaint, you may request that the decision be reviewed. Where possible, a different senior staff member will carry out this review, taking into account all available information and any additional points you raise.
We will inform you of the result of this review and whether our original decision is upheld, varied, or replaced with an alternative resolution. We will always explain the reasons for our final position.
You should raise any complaint with us as soon as reasonably possible after the issue occurs, particularly in cases involving alleged damage or loss of items connected with your move. Prompt notification helps us investigate events while information is still recent and evidence is more readily available.
In some situations, our terms and conditions may set specific time limits for reporting damage or loss. We recommend that you refer to these terms in conjunction with this Complaints Procedure.
We keep internal records of all formal complaints, including details of the issues raised, how they were investigated, and the outcomes reached. These records help us monitor performance, identify recurring themes, and improve the services we provide to customers in Islington and the surrounding areas.
Data related to complaints is handled in accordance with relevant data protection legislation. Information is only shared internally on a need-to-know basis for the purpose of handling and reviewing your complaint.
Feedback from customers, including complaints, plays a central role in how we develop and improve our removal services. By letting us know when something has not gone as expected, you help us better understand customer needs and address any weaknesses in our processes.
We review this Complaints Procedure periodically to ensure it remains clear, fair, and effective. Any changes to our approach will be applied consistently and in line with our commitment to high standards of service for all customers using our removal services in and around Islington.
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