This Complaints Procedure sets out how customers of our removal services in and around Earls Court can raise concerns, how we will respond, and what steps are available if you remain dissatisfied. Our aim is to resolve any issues fairly, transparently and as quickly as possible, while using feedback to improve the quality and reliability of our moving services.
This procedure applies to all domestic and commercial customers who have used, or attempted to use, our removal or related services in the Earls Court area. It covers services such as home removals, office moves, packing, loading and unloading, short-term storage and associated logistics. It is designed for service-related complaints, for example about conduct, communication, punctuality, damage, loss or billing.
This document does not replace any statutory rights you may have under consumer law, nor does it affect any contractual rights you hold under a signed agreement. You may choose to pursue other forms of redress at any time, including independent advice or legal action, in line with your legal rights.
We are committed to handling all complaints professionally and respectfully. This includes:
Listening carefully to your concerns about our removal services.
Trying to resolve issues informally at the earliest opportunity.
Providing a clear, step-by-step process when a formal complaint is made.
Keeping you updated on progress and expected timescales.
Offering a reasoned explanation, apology where appropriate, and suitable remedial action.
Using the outcome of complaints to improve our procedures, staff training and overall service standards in the local area.
Many issues can be resolved quickly by speaking directly with the team member or move coordinator you have been dealing with. If you are unhappy at any point before, during or after your move, you are encouraged to raise the matter informally as soon as possible. In some cases we may be able to resolve problems on the same day, for example by clarifying charges, rearranging collections, or addressing misunderstandings on site.
If your concern cannot be resolved informally, or you prefer not to discuss it directly with the individual involved, you may proceed to make a formal complaint using the process below.
A formal complaint should be made in writing so that we can keep a clear record of your concerns. When submitting your complaint, please provide the following information where possible:
Your full name and the service address related to the move.
The date of your move or the date the issue occurred.
A clear description of what went wrong, including relevant dates, times and locations.
Names or descriptions of any staff members involved, if known.
Details of any damage, loss or additional costs you believe resulted from our service.
What outcome you are seeking, such as an explanation, apology, repair, replacement, or reimbursement.
Providing photographs, inventories, condition reports or other supporting documents can help us investigate your complaint more efficiently, particularly where you believe items have been damaged during transit or handling.
Once we receive your formal complaint, we will acknowledge it in writing within a reasonable period of time. The acknowledgement will usually confirm:
That we have received your complaint.
The name or role of the person responsible for handling your case.
The next steps in the investigation process.
The expected timescale for a full response.
If we require further information to understand the complaint fully, we will let you know at this stage.
Your complaint will be investigated by an appropriate member of our management or customer service team who was not directly involved in the events that led to the complaint where reasonably practicable. The investigation may involve:
Reviewing booking records, inventories and delivery notes.
Speaking with any removal operatives or coordinators involved in your move.
Examining photographs or other evidence provided.
Inspecting any items or property, where practical and relevant.
Considering whether our usual procedures were followed, including packing, loading, transport and unloading practices.
We aim to complete investigations and provide a full written response within a reasonable time frame. If the matter is complex and more time is required, we will update you and provide revised timescales.
At the conclusion of our investigation, we will write to you to explain our findings. Our written response will normally include:
A summary of your complaint as we understand it.
An outline of the steps we took to investigate.
Our decision on whether the complaint is upheld in full, upheld in part, or not upheld.
A clear explanation of the reasons for our decision.
Details of any proposed remedy or goodwill gesture where appropriate.
Possible remedies may include an apology, correction of records, service improvements, practical solutions to address the impact of the issue, or financial reimbursement in line with our terms and conditions and any applicable insurance cover.
If you are not satisfied with our final response, you may request that the decision be reviewed by a more senior member of our team where possible. You should explain why you disagree with our findings or outcome and provide any additional information you believe is relevant.
Following this internal review, we will confirm whether our original decision stands or whether it has been revised. This stage concludes our internal complaints process.
You may also choose to seek independent advice regarding your rights and potential avenues for further redress, such as alternative dispute resolution, consumer support bodies or legal guidance. Any such external steps are separate from our internal procedure and may follow their own rules and time limits.
We recommend that you raise any issues with us as soon as reasonably possible after they arise, particularly in cases of loss or damage related to a move. Delayed notification may affect the availability of evidence or records and may have implications under any insurance or liability provisions set out in our terms and conditions.
All complaints are handled in line with our obligations under data protection law. Information you provide will be used solely for the purposes of investigating and responding to your complaint, improving our services and meeting any legal or regulatory duties. Complaint records are kept securely and are accessible only to staff who require them for their work.
We regularly review complaints received about our removal services in the Earls Court area to identify trends, recurring issues and areas where additional training or procedural changes are needed. This helps us to maintain high standards of care, reliability and professionalism for all customers planning a move, whether locally or to another part of the country.
By following this Complaints Procedure, we aim to resolve individual problems fairly while continually improving the service we deliver to every customer.
If you need top quality services that won't cost you a fortune why not call one of the most wanted removal companies Earls Court.
| 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 |
(72)