This Complaints Procedure explains how customers of our removal services in and around Queen's Park can raise concerns, how we will respond, and the steps we take to resolve issues fairly and professionally. Our aim is to provide a reliable home and office removals service, and we take every complaint seriously as an opportunity to improve.
We are committed to delivering a high standard of customer care across all aspects of our moving and storage services. If something goes wrong, we will listen carefully, investigate promptly and work with you to reach a fair and reasonable outcome. We will always treat you with respect and expect the same courtesy towards our staff.
This procedure applies to all customers using our local and regional removal services, including domestic moves, office relocations, packing, loading and storage.
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you expect a response from us. This can include, for example, concerns about:
Quality or timing of removal services provided
Conduct or attitude of our removal team or office staff
Loss of or damage to property during a move
Communication before, during or after your move
Adherence to agreed quotations, schedules or terms
We encourage you to raise concerns as soon as possible so that we can address them quickly and effectively.
You can make a complaint in writing or verbally. Written complaints help us keep a clear record of the issue, but we will accept complaints in whichever way is easiest for you.
Please include the following information where possible:
Your full name and address
The date and location of the removal service
A clear description of what went wrong
Any relevant reference numbers or job details
What outcome you are seeking
If you make a complaint verbally, we may ask you to confirm the key details in writing so we can avoid misunderstandings and ensure a thorough review.
To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the issue occurs. For complaints involving loss or damage to property, you should inform us as soon as you become aware of the problem.
Where our terms and conditions specify time limits for reporting certain types of claims, those contractual time limits will also apply. However, we will always try to be fair and reasonable where delays are outside your control.
We follow a structured process when dealing with complaints about our removal services:
1. Acknowledgement
We will acknowledge your complaint as soon as reasonably possible. Where you have contacted us in writing, we will confirm that we have received your complaint and explain the next steps in the process.
2. Initial Assessment
We will review the details you have provided and may contact you to clarify any points, gather further information or request supporting evidence, such as photographs of any damage or copies of relevant documents.
3. Investigation
Your complaint will be investigated by a manager or a senior member of our team who was not directly involved in the incident wherever possible. They may speak with the removal crew, office staff, or any third parties involved, and will review all relevant records.
4. Response and Outcome
Once our investigation is complete, we will provide you with a clear written response, setting out our findings, any conclusions, and, where appropriate, any proposed remedy or corrective action. Where we uphold your complaint, possible outcomes may include an apology, an explanation, service improvements, or financial settlement in line with our terms and conditions and any relevant insurance cover.
5. Timescales
We aim to resolve most complaints within a reasonable period, depending on their complexity and the availability of information. If our investigation is likely to take longer than expected, we will keep you updated on progress and explain the reason for any delay.
If you are unhappy with our initial response, you may ask for your complaint to be reviewed by a more senior manager. You should explain why you remain dissatisfied and what you would like us to reconsider. We will then re-examine the matter and provide a final response.
In some circumstances, and depending on the nature of your complaint and any applicable industry schemes or insurance, you may have the option to pursue independent advice or dispute resolution. Details of any such options will be provided where relevant.
If your complaint involves loss of or damage to your belongings during a move, we will follow both this Complaints Procedure and any applicable claims process under our terms and conditions and any relevant insurance arrangements.
We may request photographs, inventories, valuations or other evidence to assess the claim properly. Any settlement or compensation will be made strictly in accordance with the contractual limits, exclusions and conditions set out in our agreement with you.
All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations. We will store and handle your personal data in line with our data protection responsibilities.
We regularly review complaints and feedback relating to our removal services in the Queen's Park area and beyond in order to identify patterns, training needs and service improvements. Lessons learned from complaints are shared with our teams so that we can continually enhance the quality and reliability of our moving and storage services.
By setting out this clear Complaints Procedure, we aim to give you confidence that if something does go wrong with your move, we will deal with it fairly, transparently and with your best interests in mind.
Unlike many other removal companies Queen's Park, we offer unbeatable level of services at attractive 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 |
(61)