This complaints procedure explains how customers can raise concerns about our removal services and how those concerns will be managed. Our aim is to resolve issues fairly, quickly and transparently, while continually improving the way we deliver removals in Highbury and neighbouring areas.
We are committed to providing a professional and reliable removals service at every stage of your move. If something goes wrong, we want to know about it so that we can put it right where possible and learn from the experience. We treat all complaints seriously, investigate them thoroughly and keep you informed throughout the process.
This complaints procedure applies to all aspects of our removal services, including home moves, office relocations, packing, loading, transport, delivery, storage and any associated customer service. It covers issues such as service quality, staff behaviour, damage, delays, communication and billing concerns connected with our work in the Highbury area.
A complaint is any expression of dissatisfaction, whether verbal or written, where you would like us to review what has happened and provide a response or solution. General feedback and suggestions are always welcome, but they are not treated as formal complaints unless you ask us to handle them under this procedure.
You can make a complaint in writing or verbally. Written complaints help us fully understand the issue, but we will accept complaints in the way that is most convenient to you. When submitting a complaint, please include the following details so we can investigate efficiently:
The date of your move or planned move; the addresses involved; a clear description of what went wrong; any relevant reference numbers or documentation; and what outcome you are seeking, such as an explanation, apology or review of charges.
Providing photographs or other evidence can be very helpful, especially in cases involving damage or access issues. We may ask you for additional information if needed to complete a fair assessment.
We encourage customers to raise any concerns as soon as possible after the service has taken place. The sooner we are informed, the easier it is to investigate accurately, particularly for removal work carried out within Highbury properties and surrounding locations. For claims involving loss or damage, there may be specific time limits stated in your terms and conditions; these will continue to apply in addition to this procedure.
Once we receive your complaint, we will follow a clear and structured process:
First, we will acknowledge your complaint. We aim to acknowledge written complaints within a reasonable timeframe, confirming that we have received your concerns and advising you of the next steps and expected timescales.
Second, we will investigate. A manager or senior member of staff will review your complaint, gather relevant information, speak to the removal team involved, and check any supporting documents such as job sheets, inventories and photographs.
Third, we will respond. After the investigation is complete, we will provide you with a written or verbal response, explaining our findings, the reasons for our decision, and any remedial action or goodwill gesture we propose, where appropriate.
We aim to provide a full response within a reasonable period from acknowledging your complaint. Complex cases, such as those involving extensive property damage or third-party issues, may require more time. If we are unable to respond fully within the initial timescale, we will update you on the progress of our investigation and let you know when you can expect a final outcome.
Depending on the nature of your complaint and the findings of our investigation, potential outcomes may include an explanation, an apology, corrective action to address a service failure, a review of internal procedures or training, and where applicable, a financial remedy in line with our terms and conditions and any relevant insurance cover.
If you are not satisfied with the initial response, you can ask for your complaint to be reviewed at a higher level within the company. When you request an escalation, please explain why you remain dissatisfied and what you would like us to reconsider. A more senior manager, not previously involved in the case, will re-examine the complaint, the investigation and the outcome, and will provide you with a final position from our company.
If you feel that your complaint has not been resolved after our internal procedure has been completed, you may wish to seek independent advice. This could include consulting a consumer advice organisation or, where relevant, following any external dispute resolution options set out in your terms and conditions or within industry codes of practice that may apply to removal services in the Highbury region.
All complaints are handled in confidence. Information is shared only with staff who need it to investigate and resolve your concerns. We process personal data in line with applicable data protection laws, retaining complaint records only for as long as necessary to meet legal, regulatory and business requirements.
We regularly review complaints received about our work in and around Highbury to identify trends, recurring issues and opportunities to improve. This enables us to refine our removal processes, enhance staff training and strengthen communication, with the goal of reducing the likelihood of similar problems arising in future.
This complaints procedure is available to all customers using our removal services. If you need it in an alternative format or require assistance in raising a complaint, please let us know and we will do our best to accommodate your needs. Our objective is to ensure every customer has a fair and straightforward way to have their concerns heard and addressed.
Booking the best removal services is easy because we are among the most affordable removal companies Highbury!
| 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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