This complaints procedure explains how customers using our removal services in Paddington and the surrounding areas can raise concerns, and how those concerns will be managed. Our aim is to resolve any issues quickly, fairly and transparently, and to use feedback to continually improve our home and office removal services.
We understand that moving home or business premises can be stressful, and we take all complaints seriously. Whether your concern relates to packing, loading, transport, delivery, storage, timing, staff conduct, or the condition of your belongings on arrival, we will investigate promptly and work with you towards a fair outcome.
We are committed to:
Responding to all formal complaints in a timely manner.
Dealing with you politely and professionally at every stage.
Carrying out a fair and objective investigation.
Keeping you informed of progress and likely timescales.
Providing a clear written response and explanation of our decision.
A complaint is any expression of dissatisfaction about our removal or storage services, whether justified or not, where you would like a response or resolution. This may include:
Damage or alleged damage to property or belongings during a move.
Missing items following packing, loading or unloading.
Delays in collection or delivery of your goods.
Concerns about the conduct, attitude or behaviour of our staff or contractors.
Disagreements about charges, quotations or changes to the agreed service.
Any other issue where you feel we have not met the service level you reasonably expected from a professional remover.
If you are unhappy at any point during your move, please raise the issue with the team on site as soon as possible. Many concerns can be resolved quickly if they are brought to our attention on the day of the move.
You can also contact our office to discuss your concern informally. We will try to resolve the matter immediately or within a short period of time, depending on the nature of the issue. If you remain dissatisfied, or if you would prefer not to discuss the matter informally, you can follow our formal complaints procedure.
To help us investigate thoroughly and respond accurately, we ask that formal complaints are submitted in writing. When raising a complaint, please include:
Your full name and current contact details.
The address where the removal service was carried out and the date of the move.
A clear description of what went wrong and when it happened.
Any reference numbers, such as your quotation or booking number.
Details of any conversations already held with our team about the issue.
What outcome or resolution you are seeking, where applicable.
We recommend submitting your complaint as soon as reasonably possible after the issue arises, so that we can access accurate records, statements and supporting information.
Once we receive your formal complaint, we will acknowledge it in writing. This acknowledgement will normally:
Confirm that we have received your complaint.
Provide a reference for your complaint for future correspondence.
Outline the next steps in the investigation process.
Give an estimated timescale for our full response.
If we require any additional information or clarification, we will contact you promptly so that we can progress the investigation without unnecessary delay.
Your complaint will be reviewed by an appropriate member of our management team who is not directly involved in the circumstances giving rise to the complaint wherever possible. The investigation may include:
Reviewing your booking details, inventory and documentation.
Speaking with crew members and staff who were involved in your move.
Examining photographs, delivery notes or condition reports, where available.
Assessing whether our procedures and service standards were followed.
We aim to complete our investigation and provide a full written response within a reasonable and stated timescale. If the matter is complex and more time is required, we will keep you updated.
After the investigation, we will send you a written response explaining:
The findings of our investigation.
Whether your complaint has been upheld in full, in part, or not upheld.
Any proposed resolutions, which may include an apology, an explanation, corrective action, service improvements, or where applicable and appropriate, a financial settlement in line with our terms and conditions and any applicable insurance cover.
We will also explain the reasons for our decision so you understand how we reached our conclusion.
If you are unhappy with our response, you may request that the decision is reviewed by a senior member of our team. You should outline why you disagree with the outcome and provide any additional information you believe is relevant.
We will review the original investigation, consider any new evidence and provide a further written response. This will be our final position on the matter internally.
To ensure that we can properly investigate any issues relating to your move, we ask that you report:
Visible damage or loss as soon as possible and ideally on the day of delivery.
Non-obvious damage or missing items within a reasonable period after the move, once you have had an opportunity to unpack and check your belongings.
Any specific time limits for claims or notifications set out in your contract or insurance terms will also apply. We encourage you to review your documentation carefully and keep copies for your records.
Every complaint gives us an opportunity to review our working practices and enhance the quality of our removal and storage services across Paddington and the nearby districts. We monitor complaint trends, identify any recurring issues, and implement staff training or procedural changes where needed.
By following this complaints procedure, we aim to resolve problems fairly and efficiently, maintain high standards of customer care, and ensure that customers who move with us in the Paddington area can do so with confidence.
We are among the most popular removal companies Paddington which meets all your requirements for an extremely low price.
| 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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