This complaints procedure explains how customers of our removal services in and around Kentish Town can raise concerns, how we will respond, and what you can expect from us at each stage. Our aim is to resolve any problems fairly, efficiently and transparently, while continually improving the quality of our removals and related services.
We work hard to deliver a reliable and professional moving service for every customer. However, we recognise that sometimes things may not go as planned. When that happens, we encourage you to tell us so that we can put things right and learn from the experience.
We are committed to:
Listening carefully to your feedback, treating you with courtesy and respect, handling your complaint promptly, keeping you informed throughout the process, and giving you a clear and reasoned response.
This complaints procedure applies to all aspects of our removal services, including but not limited to home moves, office moves, packing and unpacking, loading and unloading, storage services connected with a move, conduct and behaviour of our team, and administration such as quotes, bookings and invoicing.
If your concern relates to an insurance claim or a matter where a third party is responsible, we will explain this clearly and let you know how it affects the way your complaint is handled.
Many issues can be resolved quickly if you raise them as soon as they occur or as soon as you notice them. If you are unhappy at any stage of your move, please speak to a member of the removals team on the day, or contact our office as soon as possible after the service has been provided.
We will do our best to resolve your concern immediately, or within a short timeframe, by discussing the issue with you, clarifying what has happened, and agreeing practical steps to put things right where this is possible.
If your concern cannot be resolved informally, or you prefer for it to be dealt with formally, you may make a written complaint. Providing as much detail as you can will help us investigate your concerns thoroughly and efficiently.
Please include the following information when making a formal complaint: your full name and contact details, the address where the removal service took place, the date of your move or the date of the incident, your booking or reference number if you have one, a clear description of what went wrong, including relevant dates and times, details of any damage, loss or poor service you wish to report, and what outcome you are seeking, for example an explanation, an apology, remedial work or financial consideration.
Written complaints allow us to keep a clear record of your concerns and how they have been handled.
Once we receive your formal complaint, we will acknowledge it within a reasonable time, usually within five working days. Our acknowledgement will confirm that we have received your complaint, provide a reference for your case which you can use in future correspondence, and explain the next steps in the process, including the expected timescale for our investigation and response.
We review each complaint carefully and on its own merits. Depending on the nature of your concerns, our investigation may include reviewing your booking details, inventory and move schedule, speaking with the removal team and any office staff involved, inspecting any photographs or supporting evidence provided, considering any relevant terms and conditions, and assessing whether our procedures were followed correctly.
If we need further information from you to complete our investigation, we will contact you and explain what is required. This helps ensure that our findings are accurate and fair.
After we have completed our investigation, we will send you a written response setting out our understanding of your complaint, a summary of the investigation carried out, our findings and conclusions, and any actions we propose to take.
Depending on the circumstances, possible outcomes may include an explanation and, where appropriate, an apology, corrective action such as a return visit or additional service, practical steps to prevent similar issues in the future, or financial consideration where this is justified and in line with our terms and conditions.
We aim to provide a full written response within 28 days of acknowledging your complaint. If, due to complexity, we need more time, we will let you know and keep you updated.
If you are unhappy with our final response, you should let us know, explaining which parts of our decision you disagree with and why. We may review the matter again, possibly involving a senior member of staff not previously connected with your complaint.
Where applicable, and if we are a member of any external dispute resolution or industry body, we may signpost you to any additional options that may be available. We will tell you clearly when our internal complaints procedure has been exhausted.
To help us investigate effectively, we ask that you raise any concerns as soon as possible. In the case of physical damage or loss related to a move, we usually require that you notify us within a reasonable period from the date of your removal service. This is because evidence can become harder to obtain over time.
Full details of any specific time limits are set out in our terms and conditions, which form part of your agreement with us.
Every complaint and piece of feedback is reviewed to identify whether there are lessons to be learned or improvements to be made. This may include additional staff training, refining our booking or planning processes, improving communication before, during and after a move, and updating our procedures or documentation.
By following this complaints procedure, we aim not only to resolve individual issues, but also to enhance the quality and reliability of our removal services for all customers in Kentish Town and the surrounding areas.
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| Per hour /Min 2 hrs/ | from £60 | from £84 |
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| Per day /Up to 8 hrs/ | from £480 | from £672 |
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