This complaints procedure explains how customers using our removal services in the Greenwich area can raise concerns and how those concerns will be managed. We are committed to resolving issues fairly, consistently and as quickly as possible, while using feedback to improve our services across all moves, whether local or longer distance.
We aim to provide professional, reliable removal services at all times. If something goes wrong, we want to know. Every complaint is treated seriously and handled in line with this procedure. We will always aim to:
Listen carefully to your concerns and treat you with respect and courtesy.
Investigate thoroughly and objectively.
Respond within reasonable timeframes and keep you informed of progress.
Offer clear explanations and, where appropriate, practical solutions or remedies.
Use the outcome to review and improve our working practices.
This procedure covers complaints relating to our removal and associated services, including but not limited to:
House and flat removals.
Office and commercial relocations.
Packing and unpacking services.
Loading, transport and unloading of goods.
Short-term or long-term storage related to removals.
Customer service before, during and after the move.
It does not cover matters that are already subject to legal proceedings or insurance claims being handled entirely by an external insurer, though we will still cooperate as needed.
In many cases, issues can be resolved quickly and informally. If you are unhappy with any aspect of your removal service, please raise it as soon as possible with the team on site or with the office contact who arranged your move. We will try to:
Understand the nature of the problem.
Explain what has happened and why.
Agree immediate steps, where possible, to put things right.
If you are not satisfied with the outcome of an informal discussion, or prefer not to discuss it informally, you may use the formal complaints process set out below.
If you wish to make a formal complaint about our removal services, please do so in writing. Written complaints help us ensure that we fully understand the details and can respond comprehensively. Your complaint should include:
Your full name and preferred method of contact.
The address where the removal service took place and the date of the move.
A clear description of the issue, including any relevant times or locations.
Names of any staff members involved, if known.
Any supporting information such as photographs, inventory notes or delivery documentation.
Details of any steps already taken to resolve the matter informally.
Once we receive your written complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm:
That we have received your complaint.
Who will be responsible for handling the investigation.
The approximate timescale in which you can expect a full response.
Whether we require any further information or documentation.
Your complaint will be reviewed by a manager or a suitably senior member of staff who was not directly involved in the original service, wherever possible. The investigation may include:
Reviewing your booking records, inventory lists and service notes.
Speaking with the crew members who carried out the removal.
Inspecting any relevant photographs, damage reports or incident logs.
Considering any applicable terms and conditions that formed part of your contract.
We will aim to complete the investigation and provide a full written response within a reasonable period, depending on the complexity of the issues raised.
After completing the investigation, we will send you a written response that will:
Summarise your complaint and our understanding of the issues.
Explain any findings from our review of events.
Set out whether your complaint is upheld in full, upheld in part, or not upheld.
Detail any actions we will take as a result.
Where appropriate, outcomes may include:
A clear explanation or apology.
Corrective action to address service failures.
Proposals to minimise the risk of similar issues in future removals.
Consideration of any remedies in line with our terms and conditions and any applicable consumer rights.
If you are unhappy with our final response, you may request that your complaint is reviewed by a more senior member of our management team, where available. They will consider whether the procedure has been followed correctly and whether the outcome is fair in light of the evidence provided.
We also recommend that customers familiarise themselves with their rights under consumer protection law, which apply to removal services carried out for private individuals. Independent advice may be available from consumer advice services or local support organisations.
To help us investigate effectively, we ask that complaints are raised as soon as reasonably possible after the service has been provided. In cases involving alleged loss or damage to goods, please refer to the time limits set out in your terms and conditions, as prompt reporting and supporting evidence can be critical.
All formal complaints are recorded and reviewed. We use this information to identify patterns, improve staff training and refine our procedures. This helps us maintain reliable, professional removal services for customers throughout Greenwich and the surrounding areas.
All complaints are handled in confidence and in accordance with data protection requirements. Information is only shared with those who need it to investigate and resolve your complaint, or where we are legally required to do so.
By following this complaints procedure, we aim to ensure that any concerns about our removal services are dealt with promptly, fairly and transparently, giving you clear information at every stage.
While there are many removal companies Greenwich, there is not one that offers highest level of service at an affordable price like ours.
| 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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