This Complaints Procedure explains how customers can raise concerns about our removal services and how we will handle, investigate, and resolve those concerns. It applies to all domestic and commercial removals, packing, storage, and related services carried out in Surrey and surrounding areas.
We aim to deliver a professional, reliable removal service at all times. If something goes wrong, we want to know about it so we can put it right and improve our standards. All complaints are taken seriously, treated with respect, and handled promptly and fairly.
We will always aim to:
Listen carefully to your concerns, treat you courteously, and keep an open mind.
Record and acknowledge your complaint accurately.
Investigate what has happened as fully as possible.
Respond within clear timeframes and keep you updated.
Offer a fair outcome and, where appropriate, an apology or suitable remedy.
This procedure covers complaints relating to our removal and associated services, including but not limited to:
Quality of packing, loading, transit, or unloading.
Conduct, behaviour, or professionalism of our staff or contractors.
Timing of collection or delivery and adherence to agreed schedules.
Condition of property, belongings, and premises after the move.
Accuracy and clarity of quotations, charges, and invoicing.
Any other aspect of the service you reasonably feel has not met the agreed standard.
You can make a complaint verbally or in writing. While we accept verbal complaints, we encourage written complaints wherever possible, as this helps ensure that all details are clear and accurately recorded.
When making a complaint, please provide as much information as you can, including:
Your full name and the address where the removal service took place.
The date of your move and any reference number you may have been given.
A clear description of the issue you are complaining about.
When the issue occurred and who was involved, if known.
Any supporting details, such as photographs, inventories, or correspondence.
What outcome you are seeking, for example an explanation, apology, rectification work, or compensation.
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In this acknowledgement we will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for a full response.
Your complaint will be assigned to an appropriate member of our management team who is responsible for carrying out an impartial investigation. This may include:
Reviewing your move documentation, quotation, and terms.
Speaking with staff members and any third parties involved.
Inspecting relevant photographs, condition reports, and notes.
Assessing any damage reports or insurance claims raised.
We may contact you during the investigation if we require further information or clarification. Our aim is to fully understand your concerns and the circumstances surrounding the issue.
Following the investigation, we will send you a written response explaining our findings and any actions we propose to take. Wherever possible we will respond within a reasonable and clearly stated timescale. If further time is needed, we will let you know and explain the reason for the delay.
Possible outcomes may include:
An explanation of what happened and why.
An apology where we accept that we have fallen short of our standards.
Steps to rectify the problem, such as remedial work or additional services.
Where appropriate and in line with our terms, an offer of financial compensation.
Details of any changes or improvements we will make to prevent similar issues in future.
If you are not satisfied with the outcome of your complaint, you may request that the decision be reviewed. A more senior member of our team, who was not directly involved in the original investigation, will reconsider your complaint, the steps already taken, and the proposed outcome.
The review will assess whether the process was fair, whether all relevant information was considered, and whether the resolution offered is reasonable in the circumstances. We will then provide you with a final written response.
We aim to handle complaints as quickly as reasonably possible. While specific timescales may vary depending on the complexity of the issue, we will always:
Acknowledge your complaint within a short, reasonable period.
Keep you informed if there are any delays.
Provide a full response as soon as we can once the investigation is complete.
All complaints and their outcomes are recorded and monitored. We review this information regularly to identify patterns, recurring issues, and areas where we can improve our service. Lessons learned from complaints may result in additional staff training, updates to our procedures, or changes to how we plan and carry out removals.
We expect our staff to treat customers with respect at all times and we ask that customers do the same in return. Abusive, threatening, or discriminatory language or behaviour may result in us limiting the way we communicate with you, but it will not prevent us from addressing any legitimate complaint about our services.
All complaints are handled in confidence and in line with our data protection obligations. Information relating to your complaint will only be shared with those who need it in order to investigate, respond, or implement any agreed action. Records of complaints are stored securely and retained only for as long as necessary for legal, regulatory, and business purposes.
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective for customers using our removal services in Surrey and the surrounding areas. We may update this procedure from time to time, and any changes will apply from the date they are published.
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