This complaints procedure explains how customers using our removal services in Hackney and the surrounding area can raise concerns and how we will handle them. Our aim is to resolve issues quickly, fairly and transparently, while using feedback to improve our home and office moving services.
We understand that moving can be stressful, and if something goes wrong you should be able to raise a complaint easily. We are committed to treating every complaint seriously, investigating thoroughly and providing a clear response. We seek to put things right where we are at fault and to learn from each complaint to improve our removals and storage services.
This procedure applies to complaints relating to our removals, packing, loading, transport, delivery, temporary storage and related services carried out in Hackney and nearby areas. It covers issues such as service quality, damage to goods, delays, conduct of staff, communication and billing.
This procedure does not cover general enquiries, quotation requests or routine booking changes, which are handled through our standard customer service processes.
You can make a complaint in writing or verbally. We encourage written complaints where possible so that we can accurately record the details of the issue. When submitting a complaint, please provide:
The date of your move or service, your full name and, if applicable, your reference or job number, the address where the service took place, a clear description of what went wrong, when and where the issue occurred, the names of any staff involved if known, and any supporting information such as photographs, inventories or invoices.
Complaints should be raised as soon as reasonably possible after the issue arises so that we can investigate effectively.
Once we receive your complaint, it will be logged and assigned to a member of the team for review. We will acknowledge your complaint within a reasonable timeframe, outlining the next steps in the process and any immediate actions we may take while the matter is being investigated.
At this stage we may contact you for further information or clarification to ensure we fully understand your concerns and the outcome you are seeking.
The appointed person will carry out a fair and objective investigation. This may include reviewing documentation such as job sheets, inventories, photographs and contracts, speaking with the crew members or office staff involved in your move, and assessing any evidence of loss, damage or delay.
We aim to complete our investigation within a reasonable timeframe, depending on the complexity of the matter and the availability of information. If more time is required, we will let you know and explain why.
Once the investigation is complete, we will provide you with a written response setting out a summary of your complaint, the steps we took to investigate the matter, our findings and conclusions, and any proposed resolution or remedial action.
Possible outcomes may include an explanation or apology, corrective action for future work, repair or replacement where appropriate, or a goodwill gesture where applicable. Any financial remedy will be considered in line with our terms and conditions and any relevant insurance or liability provisions.
If you are not satisfied with the outcome at Stage Three, you may request a further review. You should explain why you disagree with the decision and provide any additional information you believe is relevant. A more senior member of the team, who has not previously been involved in the matter, will conduct this review where possible.
Following this review, we will issue a final response. This final response will mark the end of our internal complaints procedure.
To allow for a proper investigation, complaints relating to removal services should normally be made within a reasonable period of the move date or the date you became aware of the issue. Specific time limits for reporting loss or damage may also apply under our terms and conditions, particularly where insurance arrangements are involved. You should refer to your contract documentation for any applicable deadlines.
All complaints are recorded and monitored to identify patterns, recurring issues and areas for improvement. We review complaint data regularly to improve our planning, packing methods, staff training and communication, helping to provide a more reliable removal service across Hackney and the surrounding areas.
To help us deal with your complaint efficiently, we ask that you provide accurate information and any relevant documents, keep any items that may provide evidence of damage, such as packaging or broken parts, communicate with our team courteously and allow us reasonable time to investigate and respond.
Complaints are handled in confidence and information is shared only with those who need it to investigate and resolve the issue. Any personal data you provide as part of a complaint will be processed in accordance with our data protection obligations and used only for the purpose of managing and learning from your complaint.
We value feedback from customers who use our removal services in Hackney, whether positive or negative. Complaints highlight where our service has not met expectations and help us refine our procedures, vehicles, equipment and staff training. By following this complaints procedure, we aim to maintain high standards and provide a professional and reliable moving service for every customer.
Call one of the most reliable removal companies in Hackney, E5 and find out more about our complete service list and our extremely affordable prices.
| 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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