This complaints procedure explains how we handle concerns and complaints relating to our removal services in and around Brompton. Our aim is to resolve any issues quickly, fairly and transparently, and to use all feedback to improve our services for future customers.
We are committed to providing a professional and reliable removals service. If something goes wrong, we want to hear about it so that we can put matters right and learn from the experience. All complaints are treated seriously, handled confidentially, and reviewed by an appropriate member of our team.
We will always aim to:
Listen carefully to your concerns, treat you with respect, and avoid unnecessary delays, provide a clear explanation of our findings and any decisions made, offer appropriate remedies where complaints are upheld, and record and review complaint outcomes to improve our services.
A complaint is any expression of dissatisfaction about our removals service, whether it relates to customer care, conduct of staff, timing and delivery of services, handling of belongings, damage, billing or documentation, or any other part of your move or storage experience.
You do not have to use any special language to make a complaint. If you tell us that you are unhappy with our service and would like the matter looked into, we will treat it as a complaint.
We encourage you to raise any concerns as soon as possible, ideally while your move is in progress or shortly afterwards, so we can address the issue promptly.
You can make a complaint in writing or verbally. When raising a complaint, please provide as much detail as you can, including your full name, the date of your move or booking, the address or general location of the service, a clear description of what went wrong and when it happened, details of any discussions you have already had with our team, and what outcome or resolution you are seeking.
If your complaint relates to physical damage or loss, please describe the items involved, the nature of the damage or loss, and any supporting information you may have, such as photographs or inventories. You may be asked to provide further information so that we can fully investigate.
In the first instance, we ask that you raise your complaint with the team member or coordinator who dealt with your booking or move. Many concerns can be resolved quickly at this stage through clarification, explanation, or a simple practical solution.
We will acknowledge your complaint as soon as reasonably possible and will aim to resolve straightforward issues promptly. Where an immediate resolution is not possible, your complaint will be escalated to a supervisor or manager for further review.
If your complaint cannot be resolved informally, or if you are not satisfied with the initial response, you may request a formal investigation. At this stage, a manager or appointed complaints handler will review your concerns in more detail.
The formal investigation may include reviewing booking records and move documentation, speaking with staff members involved, assessing any photographs, inventories or other evidence, and considering our terms and conditions and relevant industry standards.
We will provide you with a written response once the investigation is complete. This response will explain the outcome of our review, any factors we have taken into account, whether your complaint has been upheld in full or in part, and any steps we propose to take to resolve the matter.
We aim to acknowledge all formal complaints within a reasonable period and to provide a full response as soon as practicable, taking into account the complexity of the issues raised. Some complaints, particularly those involving damage assessments or multiple parties, may take longer to investigate. In such cases we will keep you updated on progress and expected timescales.
Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include an explanation or further information about what happened, an apology where our service has fallen short of expected standards, corrective action to address procedural issues, staff training or guidance, or consideration of compensation or reimbursement in line with our terms and conditions and any applicable cover or protection options that were agreed at the time of booking.
Where a claim for damage or loss is involved, we may require supporting documentation, photographs, proof of value, or other reasonable evidence to assess the claim properly.
If, after our formal investigation and response, you remain dissatisfied with the outcome, you may request a further review. In such cases, wherever possible, a senior member of our team who has not previously been involved will consider your complaint and our handling of it.
The senior reviewer will look at whether our procedure was followed correctly, whether the decision reached was reasonable in light of the information available, and whether any further steps are appropriate. You will be informed of the conclusion of this review and any final position we are able to offer.
All complaints are logged and monitored so that we can identify trends, recurring issues and areas for improvement. We regularly review complaint data to refine our processes, enhance staff training, and maintain consistent standards across all of our removal services in Brompton and the surrounding area.
By following this procedure, we aim to provide every customer with a clear route to raise concerns, a fair hearing, and a considered response. We value your feedback and will always seek to handle your complaint with care, integrity and professionalism.
Many removal company Brompton offer moving services in SW10, but only our team provides smooth, trouble-free and cost-effective solution for your relocation needs.
| 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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