This complaints procedure explains how clients of our removal services in Battersea and surrounding areas can raise concerns, and how those concerns will be managed. We aim to provide a professional, reliable and courteous removals service at all times. When something goes wrong, we welcome feedback so that we can put matters right and improve our service.
The purpose of this procedure is to:
Set out a clear and accessible process for raising a complaint about our removal services.
Ensure complaints are handled fairly, consistently and promptly.
Explain what you can expect from us at each stage.
This procedure covers all aspects of our removals work, including home removals, office relocations, packing services, storage handling and related support before, during and after your move.
A complaint is any expression of dissatisfaction, whether oral or written, about the quality of our removal service, the conduct of our staff or contractors, our vehicles or equipment, or the administration of your booking and move.
Examples of complaints may include:
Concerns about the handling or protection of your belongings.
Issues with punctuality, scheduling or communication.
Conduct, attitude or behaviour of removals staff.
Disputes about charges, quotations or invoicing.
Damage, loss or missing items associated with a removal.
You do not have to use any particular words to make a complaint. If you tell us you are unhappy with our service and would like us to look into it, we will treat this as a complaint.
You can make a complaint in writing or by speaking to us. Written complaints are usually easier for us to investigate thoroughly, as they provide a clear record of your concerns, but we will handle verbal complaints with the same care.
In order to help us investigate your complaint efficiently, please provide:
Your full name and contact details.
Your removal booking reference, if available.
The date or dates when the issue occurred.
A clear description of what went wrong and who was involved.
Details of any damage, loss or additional costs you believe you have suffered.
Any supporting information you wish to share, such as photographs, inventory notes or written communications.
If you need help setting out your complaint, let us know and we will try to assist you.
We encourage clients to raise concerns as soon as possible so that events are easier to recall and evidence can be gathered. As a general guide:
Service quality or conduct issues should be raised within a reasonable time after the move is completed.
Concerns relating to loss or damage should be raised as soon as you become aware of the problem.
If there is a specific time limit set out in your contract or insurance documentation, that time limit will apply in addition to this procedure.
We are committed to dealing with all complaints sensitively and constructively. When you raise a complaint, we will:
Acknowledge receipt of your complaint and confirm that it is being investigated.
Review your removal booking details, inventory records and relevant documentation.
Speak with any members of our removals team who were involved.
Consider any photographs, evidence or supporting information you have supplied.
Keep you informed of our progress, particularly if the matter is complex and takes longer to review.
In many straightforward cases, we aim to provide a full response within a reasonable timeframe from the date we receive your complaint. If we need more time, we will let you know and explain why.
Once we have completed our investigation, we will write to you with the outcome. Our response will usually include:
A summary of your complaint and the issues we have reviewed.
Our findings based on the information available.
Any steps we have taken or will take to put matters right where appropriate.
Any practical remedies, which may include an apology, corrective action, service improvements, or where relevant and supported by evidence, financial settlement in line with our terms and conditions and applicable insurance arrangements.
If we find that your complaint is not upheld, we will explain the reasons clearly and provide details of any further options available to you.
If you are unhappy with the outcome of your complaint or the way it has been handled, you can ask for the matter to be reviewed. When requesting an escalation, please explain:
Which aspects of the response you disagree with.
Any information you believe has been overlooked or misunderstood.
What outcome you are seeking.
Your complaint will then be reassessed, which may involve a further review of the evidence and, where appropriate, consultation with additional senior staff. We will confirm the result of this review in writing.
Some complaints, particularly those relating to damage or loss of goods, may be handled in accordance with our contractual terms, insurance policies and any applicable industry standards for removal companies operating in and around Battersea.
Where a complaint falls partly or wholly under the scope of an insurance policy, we will explain how this affects the process, what information may be required, and the potential timescales involved.
If, after we have completed our internal procedure, you still feel your concerns have not been resolved, you may wish to seek independent advice. This could include guidance on consumer rights, contractual issues or dispute resolution for removals work carried out at your property or business premises.
We keep a record of all complaints we receive, including the nature of the issue, how it was resolved and any steps taken to prevent similar problems in future. This information helps us to monitor our performance, train our teams and improve the quality and reliability of our removal services in Battersea and the nearby area.
Personal information contained in complaints is handled in line with our privacy practices and is only used for the purposes of managing the complaint, meeting legal or regulatory obligations, and improving our services.
Feedback is vital to maintaining high standards in the removals sector. By telling us when something has gone wrong, you give us the opportunity to address your individual concerns and to make broader improvements to how we plan, manage and deliver moves for households and businesses.
We review this complaints procedure periodically to ensure it remains clear, fair and effective. Any changes will be applied to future complaints from the date the updated procedure comes into effect.
This complaints procedure applies to all clients who use our removal services in Battersea and the surrounding region and is intended to provide a fair, transparent and efficient way to resolve issues.
Among the rest removal companies in Battersea, SW11 we provide affordable services tailored to your moving needs at a great competitive rates.
| 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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