Our removals man and van team aims to provide a reliable, professional and friendly service for every move. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our service, how we will respond, and what you can expect from us throughout the process.
We are committed to putting things right quickly and fairly when problems arise. We will treat every complaint seriously, investigate it thoroughly, and use the outcome to improve our removals and man and van services across our operating area.
We will always aim to:
Respond promptly and courteously to your concerns.
Investigate what happened in a fair and objective way.
Provide a clear explanation and, where appropriate, an apology.
Offer practical solutions where we are at fault, in line with our terms and conditions.
This procedure applies to complaints about:
The quality of our removals or man and van services, including packing, loading, transport and unloading.
The conduct, attitude or professionalism of our movers or office staff.
Damage to property or belongings allegedly caused during a move.
Delays, missed time slots or communication issues relating to your booking.
Billing concerns, such as unexpected charges or disputes over agreed prices.
In many cases, issues can be resolved quickly by speaking with our team as soon as the problem arises. If you are unhappy during your move, please raise this with the team leader on site at the time of service. They will try to resolve the matter immediately where possible.
If the issue cannot be resolved on the day, or if you prefer not to raise it in person, you may follow the formal complaints process outlined below.
If you wish to make a formal complaint about our removals man and van service, please contact us in writing. Written complaints help ensure we fully understand the matter and can investigate properly.
When submitting your complaint, please provide:
Your full name and address.
The date and location of the move or service.
Your booking reference, if available.
A clear description of what went wrong and when it happened.
Details of any conversations already held with our team about the issue.
Photographs, inventories, or other evidence if your complaint involves damage or loss.
Please send your complaint to our office using your preferred written method of communication. We do not publish contact details here, but you can use the same channels you used when booking your move with us.
To help us investigate effectively, we ask that you raise any complaint about our man and van or removals service as soon as reasonably possible. For complaints relating to damage or loss, we strongly recommend doing so within a short period of discovering the issue so that we can properly review any evidence and records.
Once we receive your written complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will:
Confirm that we have received your complaint.
Provide a reference for your complaint.
Outline the next steps and expected timescales.
Your complaint will be reviewed by a member of our management team who is not directly involved in the matter wherever possible. The investigation may include:
Reviewing booking records, job sheets and any relevant documentation.
Speaking with the removals team or drivers who carried out your move.
Assessing photographs, inventories or other evidence you provide.
Considering our terms and conditions and any agreed service details.
We aim to complete our investigation and provide a full response within a reasonable period. If the matter is complex and requires more time, we will let you know and provide an updated timeframe.
At the end of our investigation, we will write to you with our findings. Our response will include:
A summary of the complaint and the issues you raised.
Details of the investigation we carried out.
Our decision and the reasons for it.
Any steps we will take to resolve the matter, if your complaint is upheld.
Where we find that we are at fault, we will aim to offer a fair remedy. Depending on the circumstances, this may include an apology, a partial or full refund in line with our terms, a contribution towards repair or replacement costs, or other practical solutions appropriate to removals work in your area.
If you are unhappy with the outcome of your complaint, you may ask for a review by a senior manager. When requesting a review, please explain why you feel the decision is incorrect or incomplete and provide any additional information you believe is relevant.
The senior manager will reconsider the complaint, the investigation, and our response. We will then provide a final written decision. This will usually conclude our internal complaints process.
This Complaints Procedure does not affect your legal rights. You remain free to seek independent advice or pursue other remedies if you are not satisfied with the outcome of our internal process. Our aim, however, is always to resolve any concerns about our removals and man and van services quickly, fairly and within this framework.
We regularly review complaints received about our work, including issues encountered in local moves and longer-distance jobs, to identify patterns and areas for improvement. Feedback from this process is used to train our teams, refine our booking and communication systems, and improve the overall quality and reliability of our removals man and van services for customers throughout our service area.
We appreciate all feedback, whether positive or negative, as it helps us maintain high standards and deliver a better experience for every customer who trusts us with their move.
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