This complaints procedure explains how customers of our removal services in and around South Kensington can raise concerns and how we will respond. Our aim is to resolve any issues quickly, fairly, and transparently, while using feedback to continually improve our home and office moving services.
The purpose of this procedure is to provide a clear route for customers to tell us when something has gone wrong and to understand what will happen next. It applies to all parts of our moving services, including surveys, quotations, packing, loading, transport, delivery, storage, and aftercare.
We encourage customers to raise concerns as soon as possible, ideally during the move itself, so we have the opportunity to put things right promptly.
A complaint is any expression of dissatisfaction about our removal services, whether justified or not, where you would like a response or resolution. This can include, for example:
Concerns about punctuality, behaviour, or conduct of the moving team. Issues with packing, loading, unloading, or storage of your belongings. Disputes about the accuracy of quotations or the final invoice. Concerns about damage, loss, or missing items. Dissatisfaction with communication before, during, or after your move.
General feedback or suggestions for improvement, where you do not require a specific response, will be recorded as feedback rather than a formal complaint, but it will still be reviewed by management.
You can raise a complaint in writing or verbally. Where possible, we recommend putting your complaint in writing, as this helps us understand the details clearly and investigate thoroughly.
Please include the following information when making a complaint:
Your full name and the address for the move. The date of your move or the relevant service. A clear description of what went wrong and when it happened. The names of any staff members involved, if known. Any supporting information you consider relevant, such as inventory lists, photographs, or job references. What outcome you are seeking, such as an explanation, an apology, corrective action, or review.
If you raise an issue on moving day, please speak to the team leader on site in the first instance. Many concerns can be resolved immediately when brought to the attention of the supervisor during the job.
We ask that you tell us about any complaint as soon as you become aware of the problem. For service related issues, we recommend that you contact us within 7 days of your move. For claims relating to damage or loss of items, you should notify us as soon as reasonably possible after discovering the issue so that we can investigate.
Once we receive your complaint, we will record it in our internal log and allocate a reference. We will then acknowledge receipt in writing. Our acknowledgement will normally confirm that we have received your complaint, provide a brief summary of the issue as we understand it, explain who is handling the matter, and state the expected timescale for our response.
Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the issue wherever possible. The investigation may include reviewing your booking details and contract documents, examining inventories, job sheets, and any photographs, taking statements from the removal crew or office staff, and asking you for further information or clarification where required.
We aim to complete our investigation and provide a full response within 14 working days of acknowledging your complaint. If the matter is complex or additional time is needed, we will inform you of the reason for the delay and provide a revised timescale.
Once the investigation is complete, we will provide you with a written response setting out our findings in plain language, explaining whether your complaint has been upheld in full, in part, or not upheld, outlining any action we will take to put matters right where appropriate, and describing any steps we will take to prevent similar issues in the future.
Possible resolutions can include a sincere apology and explanation, corrective action to complete or improve the service, repair or replacement where appropriate, goodwill gestures, or other remedies that are reasonable in the circumstances.
If you are not satisfied with our response, you may request that the decision be reviewed by a more senior manager or by a different member of management who has not previously been involved. Your request for a review should be made in writing and should explain why you remain dissatisfied and what outcome you are seeking.
We will then carry out a review of both the original complaint and the way it was handled. After this review, we will send you a final response confirming whether the original decision stands or is varied, and the reasons for that decision.
If your complaint relates to damage or loss of items during your move, we may request supporting evidence such as photographs, purchase information, or professional assessments. We may also need to inspect damaged items. Any settlement for damage or loss will be considered in line with the terms and conditions agreed at the time of booking, and in accordance with any insurance arrangements in place for your move.
All complaints are handled confidentially and in accordance with applicable data protection requirements. Information about your complaint will only be shared with staff or third parties where necessary to investigate and resolve the matter.
We value complaints as an important source of information about how our removal services are experienced by customers in South Kensington and nearby areas. We review complaint patterns and outcomes to identify trends and training needs, update our procedures, and improve the quality and reliability of our moving services.
If you need help making a complaint or require this procedure in an alternative format, we will do our best to assist you. You may also nominate another person to act on your behalf, provided we receive your consent to discuss your booking details with them.
By setting out this clear complaints procedure, we aim to reassure our customers that any concerns about our removal services will be taken seriously, handled with care, and used to enhance our standards of service in South Kensington and the surrounding area.
There are many removal companies South Kensington, but none of them are able to match our service on price or quality.
| 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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