This complaints procedure explains how customers using our removal services in St John's Wood and nearby areas can raise concerns, how we will respond, and the steps we take to resolve issues fairly and efficiently. We are committed to handling all complaints in a professional, transparent and timely manner.
We aim to deliver reliable and careful removal services for homes and businesses. If something goes wrong, we want to know about it so we can put matters right and improve our service. All complaints are taken seriously, treated with respect, and handled in line with this procedure.
This procedure applies to complaints about our moving and removal services, including packing, loading, transport, unloading, short term storage and related customer support. It is intended for customers who have booked or received services from us in St John's Wood or the surrounding area.
A complaint is any expression of dissatisfaction, whether in writing or verbally, from a customer who has used our services or has a confirmed booking. Examples of complaints include:
Concerns about the conduct, punctuality or behaviour of our removal team.
Issues with the quality of the removal service, such as damage, loss or delay.
Disputes about charges, quotations, invoices or payment terms.
Concerns about communication before, during or after the move.
Any situation where you feel we have not followed our terms and conditions.
You can raise a complaint verbally or in writing. Wherever possible, we encourage customers to put their complaint in writing so that we have a clear record of the issues and can investigate them thoroughly.
When submitting a complaint, please provide:
Your full name and the address where the removal service took place.
The date of your move or the scheduled date if it has not yet taken place.
A clear description of your concern or what went wrong.
Details of any damage, loss or delay, including photographs if available.
Any relevant reference numbers or paperwork relating to your booking.
To help us investigate effectively, we ask that you raise your complaint as soon as possible.
Damage or loss to goods should be reported as soon as discovered, preferably within a few days of the move.
Concerns about service quality, conduct or timekeeping should be raised within a reasonable time after the move date.
We may still consider complaints raised later, but it may be more difficult to obtain all the information needed for a full investigation.
We follow a structured process to ensure all complaints are handled fairly and consistently.
Acknowledgement: We will acknowledge your complaint as soon as reasonably possible after receiving it. Where appropriate, we will confirm the main points of your complaint and what you are seeking as a resolution.
Initial Review: We will review the details of your complaint, your booking information and any relevant documents, images or notes from our removal team.
Investigation: If necessary, we will speak with the staff involved, review vehicle logs and schedules, and check any condition reports completed before and after your move. We may contact you for further information or clarification.
Response: Once we have completed our investigation, we will inform you of our findings and explain any decisions we have reached. We will set out any proposed remedies or next steps.
We aim to provide a full written response within a reasonable period after acknowledging your complaint. In more complex cases, where the investigation may take longer, we will keep you informed of progress and let you know when you can expect a final response.
Depending on the nature of the complaint and the findings of our investigation, possible outcomes may include:
An explanation of what happened and why.
An apology where our service has fallen below the standards we aim to provide.
Practical steps to rectify the issue as far as reasonably possible.
A review of our procedures, staff training or service processes to prevent recurrence.
Where appropriate and in line with our terms and conditions, consideration of compensation or contribution towards repair or replacement, particularly in the case of proven damage or loss.
If you are not satisfied with our final response, you may request that your complaint is reviewed by a senior member of our team who was not directly involved in the original move. They will reassess the information and confirm whether the outcome should be upheld, varied or reconsidered.
All complaints are handled confidentially. Information is shared only with those who need to know in order to investigate and resolve the matter. We will always aim to treat you fairly, listen carefully to your concerns and avoid making assumptions before all relevant facts have been reviewed.
We regularly review complaints and feedback from customers using our removal services in and around St John's Wood. This helps us identify areas for improvement, refine our procedures and maintain the quality and reliability of our moving services. Your feedback, whether positive or negative, is valuable in helping us provide a better service to all customers.
This complaints procedure is intended to provide a clear and straightforward route for raising and resolving concerns related to our removal services. We encourage you to use it whenever you feel we have not met your expectations, so that we can respond appropriately and work with you towards a fair resolution.
There is no need to pay through the nose when hiring one of the most professional removal companies St John’s Wood. Simply call us today and leave all the rest to our specialists.
| 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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