This complaints procedure explains how customers can raise concerns about our removal services and how we will respond. We aim to provide a reliable and professional moving service, but if something goes wrong, we want to know so we can put it right and improve our standards.
We take all complaints seriously and will deal with them in a fair, confidential and timely manner. Our goals when handling a complaint are to understand what has happened, resolve the issue where possible, and learn from the experience to reduce the risk of similar problems in the future.
We will treat you with respect, listen carefully to your concerns and keep you updated as your complaint is reviewed. Raising a complaint will not affect any ongoing work we are carrying out for you, nor will it affect your legal rights.
A complaint is any expression of dissatisfaction about our removal services, staff conduct, communication, pricing, schedule, handling of belongings, or any other aspect of the service you have received from us. You can complain whether you are a new or existing customer and whether your move is local or part of a longer-distance relocation.
You may raise a complaint verbally or in writing. To help us address the matter effectively, please provide as much information as possible about your concern, including:
• Your full name and, if applicable, the name on the booking
• The date of your move or planned move
• The address or area where the service was provided
• A clear description of what went wrong and when it happened
• Any steps already taken to resolve the issue with our team
• Any evidence that may help us understand the issue, such as photos or inventory notes
We encourage you to raise any concerns as soon as reasonably possible after the event, so that we can investigate while details are still clear and records are readily available.
In many cases, complaints can be resolved quickly and informally. If you are unhappy during or immediately after your move, please speak with the team on site or the office contact who arranged your removal. They may be able to correct the issue straight away, such as clarifying arrangements, addressing a minor service concern, or reviewing the inventory with you.
If the matter cannot be resolved informally, or if you prefer not to discuss it with the team on the day, you can ask for the issue to be treated as a formal complaint.
When a complaint is raised formally, we will record it in our complaints log and assign it to a manager for review. We aim to acknowledge receipt of your complaint within a reasonable time and will confirm that it is being investigated.
During the investigation we may:
• Review booking details, removal schedules and job sheets
• Speak with the staff involved in delivering your move
• Examine any photographs, inventory records or notes
• Ask you for clarification or further information, if needed
Once the investigation is complete, we will send you a written response explaining our findings. Where we identify that something has gone wrong on our side, we will outline the steps we propose to take to resolve the matter.
We aim to resolve most complaints as quickly as possible. While exact timescales may vary depending on the complexity of the issue, we will keep you informed of progress and any expected delays. If we are unable to provide a full response within a reasonable period, we will let you know when you can expect a further update.
Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:
• An explanation or clarification about what happened
• An apology for any inconvenience or distress caused
• Practical steps to put things right, where this is possible
• Review of internal procedures or staff training
• Information about any other options open to you
Where property damage or loss is involved, any resolution will be considered in line with the terms and conditions agreed before the move, as well as any applicable insurance arrangements. We encourage you to review your contract documents so that you are aware of the relevant limitations and responsibilities.
If you are not satisfied with our formal response, you may ask for the complaint to be reviewed by a more senior manager. In your request, please explain why you remain dissatisfied and what outcome you are seeking.
The senior review will focus on whether the initial investigation was fair and thorough and whether the response was reasonable in light of the evidence. After this review, we will provide a final written response. This will mark the end of our internal complaints process.
This complaints procedure does not limit your legal rights. You may seek independent advice at any time regarding your consumer rights in relation to removal services, contracts or any other issues arising from your move. You may also choose to pursue alternative dispute resolution or legal action where appropriate and available.
We regularly review complaints and feedback to identify patterns, training needs and opportunities to improve our removal services. By raising a complaint, you help us to provide a better experience for all customers planning moves within the local area and beyond.
We appreciate the time you take to tell us when something has not met your expectations and we are committed to handling your concerns with care and professionalism.
Among the rest removal companies Harringay, our services are always top quality and the prices are the cheapest in N4 area and beyond.
| 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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