This complaints procedure explains how customers using our removal services in Waterloo and surrounding areas can raise concerns, and how those concerns will be handled. Our aim is to resolve issues fairly, promptly and transparently, and to use feedback to improve the quality and reliability of our home and office removals.
We are committed to providing a professional removals service at every stage of your move, from quotation and packing to transport and delivery. If something goes wrong, we want to know about it so we can put things right where possible and prevent similar issues in the future. All complaints are treated seriously, handled confidentially, and investigated objectively.
This procedure applies to all aspects of our removal services, including home removals, office moves, packing services, storage handling and related customer support. It covers issues such as service quality, staff conduct, communication, timing, handling of goods and billing queries. It does not cover matters that are already the subject of legal proceedings or insurance claims being handled solely by an insurer, although we will still cooperate with any investigations where required.
You can raise a complaint through any normal written communication method. When making a complaint, please provide as much detail as you can to help us investigate thoroughly. Useful information includes your full name, the service address, dates of your move, a description of what went wrong and any evidence you may have, such as photographs, inventories or signed paperwork.
If you prefer to raise a concern verbally at first, we may ask you to confirm key details in writing so that there is a clear record of the issue and the outcome you are seeking. This helps to avoid misunderstandings and ensures your complaint is handled consistently.
To allow us to investigate your complaint properly, we may request the following information:
Your full name and contact details, the date of your move or booking, a clear description of the issue, reference or job numbers that relate to your move, copies of relevant documentation such as quotes, contracts and inventories, and any supporting evidence such as photos of damage or correspondence relating to the complaint. Providing detailed information at the start will usually help us to reach a conclusion more quickly.
Once we receive your complaint, we will send you a written acknowledgement within a reasonable timeframe, usually within five working days. This acknowledgement will confirm that we have received your complaint and are investigating it. Where appropriate, we may also request any additional information needed to complete our review.
Your complaint will be reviewed by an appropriate member of our team who has not been directly involved in the matter wherever possible. We will:
Carefully read and consider all the information you have provided, check our internal records such as booking details, inventories and job notes, speak with any staff members who were involved in your move, and review any relevant policies, codes of practice and contractual terms that apply to your removal service. In some cases, we may also ask you for clarification or further evidence if something is unclear.
We aim to provide a full written response to your complaint within 28 days of acknowledging it. If, due to the complexity of the matter or the need to gather additional information, we are unable to meet this timescale, we will inform you and explain why there is a delay. In such cases, we will keep you updated on progress until the investigation is completed and a final outcome is reached.
When we have completed our investigation, we will send you a clear written response that sets out the outcome. This will normally include a summary of your complaint, the steps we took to investigate, our findings and our decision. Where we uphold your complaint, we will explain what we will do to put matters right where possible. Remedies may include an apology, an explanation, corrective action, service improvements, or where appropriate and in line with our terms, financial or practical remedies.
If you are not satisfied with our final response, you may contact us again to request a review, explaining why you believe the decision is incorrect or incomplete. A more senior person, who was not involved in the original decision wherever possible, will look at your complaint again. We will then provide you with a further written response, usually within 21 days of your request for a review.
Depending on the nature of your complaint and any trade or regulatory arrangements that apply at the time, you may have the option to refer your complaint to an independent or external body for further consideration. Details of any such options that apply to your removal service will be provided on request and, where relevant, set out in your contract or booking documents.
All complaints are handled in accordance with applicable data protection laws. Information you provide in connection with a complaint will be used only for the purposes of investigating and resolving that complaint, meeting legal obligations and improving our services. It will be shared internally only with those who need to see it and externally only where required by law or where you have given your consent.
We treat complaints as an important part of our quality assurance process. Feedback enables us to review our working practices, staff training, communication methods and the way we handle and transport goods. Trends and recurring issues identified through complaints are monitored and used to make improvements to our Waterloo removal services and the wider areas we cover.
This complaints procedure is intended to be clear and straightforward. If you require this information in a different format or need help to raise a complaint, please let us know using your usual contact method. We will take reasonable steps to assist you so that all customers can make their concerns known and have them properly considered.
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