This complaints procedure explains how customers using our removal services in and around Maida Vale can raise concerns and how those concerns will be handled. Our aim is to resolve issues fairly, transparently and as quickly as possible, while learning from feedback to improve our home and office moving services.
The purpose of this procedure is to provide a clear and simple route for customers to tell us when something has gone wrong. It covers local and longer-distance removals, packing services, furniture handling, storage-related services and any other work carried out by our moving teams. We encourage customers to raise concerns promptly so we can put things right and prevent problems from recurring.
A complaint is any expression of dissatisfaction about our removal services, whether justified or not, that requires a response. This may include issues such as delays or missed appointments, conduct or behaviour of moving staff, damage or loss of items, quality of packing or loading, accuracy of quotes or invoices, or communication before, during or after the move.
We treat all complaints seriously, whether they are minor concerns that can be resolved quickly or more complex issues requiring a detailed investigation.
You can make a complaint in writing or verbally. Written complaints are often helpful, as they create a clear record of the issue, but we understand that some customers prefer to speak to someone directly. Whichever method you choose, please provide as much detail as you can so we can investigate thoroughly.
When submitting a complaint, please include your full name, the service address relevant to the move, the date of the removal or booking, a description of what went wrong, any steps already taken to try to resolve the matter, and what outcome you are seeking where this is known.
If you raise a concern with any member of our team on the day of your move, they will do their best to resolve it on the spot. If it cannot be resolved immediately, it will be passed to a senior member of staff for formal review.
We ask that complaints are raised as soon as possible after the issue occurs. For matters involving potential loss or damage to belongings, we recommend that you notify us in writing as soon as the problem is noticed. Prompt notification helps us investigate effectively, especially where property access, routes, or third-party involvement may be relevant.
Once we receive your complaint, we will send an acknowledgement confirming that it has been logged and is being reviewed. This acknowledgement will normally be issued within a reasonable number of working days. At this stage, we may ask you for additional information or supporting evidence, such as photographs of any alleged damage, copies of paperwork, or inventory notes.
Your complaint will be investigated by a manager or suitably senior member of staff who was not directly responsible for the issue complained about, wherever possible. As part of the investigation, we may review booking records and job sheets, speak with the removal team members involved, inspect photographs, inventories or condition reports, and consider any relevant industry guidance or company policies.
We will always aim to be objective, fair and thorough. If necessary, we may contact you during the investigation to clarify aspects of the complaint or to obtain further details that will assist in reaching a balanced decision.
After the investigation is complete, we will provide you with a written response setting out the findings. This response will explain whether your complaint has been upheld, partially upheld, or not upheld, and the reasons for that conclusion. Where appropriate, the response will also outline any remedies or actions we propose to take.
Possible outcomes may include an apology and explanation, practical steps to put things right where possible, service improvements or staff training, or, where applicable, a goodwill gesture or contribution towards proven loss in line with our terms and conditions and any relevant insurance cover.
We aim to resolve most complaints within a reasonable time frame from the date of acknowledgement. Complex matters, particularly those involving third parties or specialist assessment of damage and value, may take longer. If an investigation is likely to exceed our usual timescale, we will keep you informed of progress and provide updated target dates for completion.
If you are not satisfied with the outcome of the initial investigation, you may ask for your complaint to be reviewed at a higher level within the company. When requesting an escalation, please set out why you remain dissatisfied and what you believe would be a fair resolution.
A senior manager will then review the handling of your complaint, the evidence considered, and the decision reached. They may decide to uphold the original decision, change the outcome, or request further enquiries. You will receive a final written response once this review is complete.
We are committed to providing reliable, careful and respectful removal services for customers moving within Maida Vale and beyond. Complaints help us identify where standards have fallen short and where we can improve our planning, communication, staff training, equipment or procedures.
All complaints are recorded and monitored. We periodically review this information to identify patterns or recurring issues, and we take steps to address any problem areas. Our goal is to reduce the likelihood of similar issues arising in future and to maintain a consistently high level of service throughout each stage of the moving process.
All complaints are handled in confidence and in line with applicable data protection requirements. Information will only be shared internally with staff who need it to investigate and resolve the matter. Any personal data collected during the complaints process will be processed and stored securely and retained only for as long as necessary for legitimate business and legal purposes.
This complaints procedure is reviewed regularly to ensure it remains clear, effective and appropriate for our removal services. We may update it from time to time to reflect changes in our operations, legal requirements or industry best practice. The version in force at the time you submit your complaint will apply to the handling of your case.
If you have tried other removal companies Maida Vale and have been less than impressed with the results then don’t be put off from using our specialist removal company. You will be gladly surprised with our affordable prices and deals.
| 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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