This complaints procedure explains how customers using our removal services in and around Streatham can raise concerns and how those concerns will be managed. Our aim is to handle all complaints fairly, consistently and promptly, and to use any feedback to improve our services.
We are committed to providing a reliable, professional removals service. If something goes wrong, we want to know about it so that we can put it right and prevent it happening again. Every complaint is taken seriously and treated with respect. You will not be charged for making a complaint, and it will not affect any ongoing or future services we provide to you.
A complaint is any expression of dissatisfaction, whether written or verbal, about our removal services, staff, vehicles, charges, communication or the way we have handled your move. This includes issues that arise before, during or after your move, such as booking arrangements, packing, loading, transport, delivery, or any agreed aftercare.
Many issues can be resolved quickly by speaking to our team at the time they arise. If you are unhappy during your move, please raise your concern immediately with the team leader on site or with our office team. We will do our best to resolve the matter straight away, for example by adjusting the service on the day or clarifying any misunderstandings.
If your concern is resolved informally to your satisfaction, it may not be necessary to use the formal complaints process. However, you are always free to submit a formal complaint if you feel the matter has not been properly addressed.
If you wish to make a formal complaint about our removal services in Streatham or the surrounding areas, please set out your concerns in writing. Providing clear information helps us investigate thoroughly and respond more quickly.
When making a formal complaint, please include the following details where possible:
The date of your move or planned move, the address or area where the service took place, a description of what went wrong, including any relevant times and events, the names or descriptions of any staff involved, if known, any loss or damage you believe has occurred, and what outcome you are seeking, such as an explanation, apology, remedial work or compensation.
We encourage you to submit your complaint as soon as possible after the issue arises. Complaints made longer after the event may be more difficult to investigate, although we will still review all concerns raised.
Once we receive your formal complaint, we will acknowledge it within a reasonable period. In our acknowledgement, we will confirm that we have received your complaint, provide a reference if applicable, and outline the next steps and an estimated timescale for a full response.
We aim to provide a detailed written response after we have completed our investigation. If, for any reason, we are unable to respond within our estimated timeframe, we will let you know and give an updated timescale.
When we investigate a complaint, we will review all relevant information fairly and objectively. This may include discussing the matter with the staff involved in your move, checking schedules, inventories and job sheets, reviewing any photographs taken before or after the move, and considering any correspondence or notes relating to your booking.
We may contact you for further information or clarification if needed. Once the investigation is complete, we will explain our findings and the reasons for our decision.
Depending on the outcome of our investigation, we may offer one or more of the following: a clear explanation of what happened, an apology where appropriate, corrective action to put things right, such as arranging additional assistance or services, and where justified, a financial settlement, which may include compensation or a refund in line with our terms and conditions and any applicable legal requirements.
We will always aim for a resolution that is fair and proportionate to the circumstances and evidence available.
If you are unhappy with our response, you can ask for your complaint to be reviewed. In this case, a more senior member of our team, who was not directly involved in the original investigation wherever possible, will look again at the details of your complaint, the steps taken, and the decision reached.
Following the review, we will provide you with a final response. This will confirm our position and any further actions we are prepared to take.
If your complaint involves alleged loss of or damage to your belongings during a removal, please notify us as soon as possible. Where practical, keep any damaged items and packaging, and provide photographs to help us assess the situation. We will review the circumstances, our records for the job, and any relevant cover under our terms and conditions.
Any offer of compensation will take into account the condition and value of the items, the cause of the damage where this can be established, and any limitations or exclusions set out in our contractual documents.
All complaints are handled in line with our data protection obligations. The information you provide will be used only for managing and investigating your complaint and for improving our services. Details will be shared internally only with those who need them to respond to your concerns.
We use the feedback we receive from customers in Streatham and surrounding areas to review our working practices, staff training and customer communication. Trends or recurring issues identified through complaints may lead to changes in our procedures, guidance to staff, or updates to our service information.
By setting out a clear complaints procedure and following it carefully, we aim to maintain high standards of service and to address any problems in a transparent, fair and timely manner.
Don't miss to book one of the leading removal companies Streatham to handle with your move with a high level of professionalism and expertise.
| 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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