This complaints procedure explains how customers of our removal services in and around Notting Hill can raise concerns and how we will deal with them. Our aim is to resolve any issues promptly, fairly and consistently, and to use feedback to continually improve our house and office removals, packing, storage and related services.
We recognise that moving home or business premises can be stressful, and if something goes wrong during a move it can have a significant impact. We are committed to:
Listening carefully to your concerns and taking them seriously.
Responding in a timely, courteous and professional manner.
Investigating complaints thoroughly and impartially.
Putting things right where we are at fault and explaining any decisions clearly.
Using what we learn from complaints to improve our removals service across our operating area, including Notting Hill and nearby districts.
A complaint is any expression of dissatisfaction about our removal services, whether justified or not, that requires a response. This may relate to any aspect of our work, including but not limited to:
Pre-move surveys and quotations for local moves.
Communication before, during or after your move day.
Conduct, attitude or punctuality of our moving teams.
Packing, loading, transportation, unloading or unpacking of items.
Damage, loss or delays associated with your move or storage.
Invoicing, charges or payment arrangements for our services.
You can raise a complaint using the method that is most convenient for you. While we welcome early discussion with a member of our team on the day of your move, we recommend that you follow up in writing so that we have a clear record of your concerns and can respond in a structured way.
When submitting a complaint, please include:
Your full name and any reference or booking details for your removal.
The address where the service was carried out and the date of the move.
A clear description of what went wrong and when it happened.
Details of any items that were lost or damaged.
Any photos, inventories or supporting documents that may assist our investigation.
What outcome or resolution you are seeking, if you have a specific request.
To help us investigate effectively, we ask that you raise your complaint as soon as possible. For physical damage or loss relating to your Notting Hill move or any other local relocation, it is helpful if you notify us at the time of delivery or within a short period after discovering the issue.
While we will consider complaints raised later, delayed notification can make it more difficult to obtain information from those involved or to inspect items and locations. We therefore encourage prompt contact wherever possible.
We will deal with your complaint through a clear series of stages designed to ensure fair and consistent treatment.
Once we receive your written complaint, we will acknowledge it within a reasonable period. Our acknowledgement will confirm that we have received your concerns and outline the next steps in the process. At this point, we may ask for further information or clarification to help us understand the situation fully.
Your complaint will be assigned to an appropriate member of our management team who was not directly responsible for the original work whenever possible. They may:
Review your booking details and any relevant service notes.
Speak with the surveyor, driver, porters or coordinators involved in your move.
Check photographs, inventories, delivery notes and any other available records.
Arrange, where appropriate, to inspect any damaged items or affected areas.
Throughout this stage we may contact you if we need further details to complete our review.
After the investigation, we will provide you with a written response setting out:
Our understanding of the complaint and the facts we have established.
Any factors that may have contributed to the problem.
Whether your complaint is upheld in full, in part, or not upheld.
Any corrective actions we propose to take, such as repairs, replacements, adjustments, training or changes to our procedures.
Where financial compensation is considered appropriate, we will explain how we have reached the proposed amount, taking into account any terms and conditions or insurance arrangements that apply.
If you are not satisfied with our Stage 3 response, you may request that the decision be reviewed. In your request, please explain why you disagree with the outcome and provide any additional information that you believe is relevant.
A senior member of our team, not previously involved in the handling of your complaint, will review the case. They will consider whether the initial investigation was thorough and whether the outcome was fair in all the circumstances.
Following this review, we will provide a final written response setting out our position. This will mark the conclusion of our internal complaints process.
We handle all complaints with sensitivity and respect. We will not discriminate against any customer who makes a complaint in good faith, and using this procedure will not prejudice your right to receive a professional removals service in Notting Hill or elsewhere.
Your personal information and the details of your complaint will be treated as confidential and will only be shared with those who need to know in order to investigate and resolve the matter. We will store and process any data connected with your complaint in line with applicable data protection requirements.
We value feedback from customers throughout our service area, including those who are unhappy with some aspect of their move. We log and review complaints to identify patterns and areas for improvement. This may lead to additional staff training, updates to our policies, enhanced packaging or handling procedures, or improvements in communication and planning for local moves.
By following this complaints procedure, we aim both to address individual concerns and to strengthen the reliability and quality of our removal services for all future customers.
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