We are committed to providing a professional and reliable removal service in Hammersmith and the surrounding areas. However, we recognise that on occasion things may not go as planned. This Complaints Procedure explains how you can raise concerns, how we will handle your complaint, and what you can expect from us at each stage.
The purpose of this procedure is to provide a fair, transparent and accessible process for customers who are dissatisfied with any aspect of our removal services. It applies to all moves we undertake, including local household removals, office relocations and storage-related services.
We use all feedback, including complaints, to review our performance and improve our services for customers in Hammersmith and the wider area.
A complaint is any expression of dissatisfaction about our services, staff conduct, vehicles, equipment, communication or outcomes, where a response or resolution is expected. Examples include:
Service running significantly late without proper communication, issues with packing or handling of items, concerns about behaviour or attitude of team members, disagreement about costs, charges or the content of the quotation, problems with delivery, storage or access arrangements.
Queries, requests for information or initial reports of minor issues that can be corrected immediately may be dealt with informally and may not enter the formal complaints process unless you request it or the matter cannot be resolved quickly.
You can raise a complaint in writing or verbally. We encourage written complaints where possible, as this helps avoid misunderstandings and allows us to investigate thoroughly. When submitting a complaint, please provide:
Your full name and address, the service location and moving date, a clear description of the issue, including times and locations, details of any damage, loss or disruption, any relevant reference numbers, such as your booking or invoice number, and what outcome or resolution you are seeking.
If you make a complaint verbally to a team member on site, they will aim to resolve it immediately where possible. If it cannot be resolved on the spot, the matter will be referred to the office for formal handling under this procedure.
To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the issue occurs. For issues relating to physical damage or loss of items, we recommend reporting this to us within a reasonable period of discovering the problem.
Delays in raising concerns may make it more difficult to obtain the information or evidence we need to resolve your complaint fully, but we will always do our best to assist.
Once we receive your complaint, we will follow a clear step-by-step process:
1. Acknowledgement: We will acknowledge your complaint within a reasonable period. Where possible, this acknowledgement will confirm who is handling your case and the expected timescale for our response.
2. Initial Review: We will review the details of your complaint, including your move documentation, booking details and any notes from the crew or office staff involved.
3. Investigation: Depending on the nature of the complaint, we may speak to the crew members who carried out your move, review vehicle logs, schedules and internal records, request photographs or further information from you if required.
4. Response: After completing our investigation, we will provide you with a written or verbal response. This will outline our findings, any factors that contributed to the issue and any steps we propose to resolve the matter.
5. Resolution: Where appropriate, we may offer remedial action. The form of resolution will depend on the circumstances and the terms and conditions of our service.
We aim to resolve complaints as promptly as possible. Many straightforward issues can be resolved quickly. More complex complaints, such as those involving alleged damage or third-party involvement, may require additional time to investigate thoroughly. If we cannot provide a full response within our initial estimated timescale, we will update you on our progress and advise when you can expect a further update or final response.
To help us handle your complaint efficiently, we ask that you provide accurate and complete information when first raising the issue, respond to reasonable requests for further details or evidence, such as photographs or item descriptions, and allow us a fair opportunity to investigate and respond before taking further action.
We expect all communication between you and our staff to remain respectful. Abusive or threatening behaviour will not be tolerated and may affect how we are able to communicate with you.
If you are not satisfied with the outcome of your complaint, you may request that it be reviewed by a more senior member of our management team. Please explain why you remain dissatisfied and what further outcome you are seeking. The senior review will focus on whether the complaint was handled fairly and in line with this procedure and whether the outcome should be upheld, varied or reconsidered.
All complaints will be handled in confidence and in accordance with relevant data protection requirements. Information about your complaint will be shared only with staff who need it in order to investigate and resolve the matter. We will retain records of complaints for an appropriate period so that we can demonstrate how matters were handled and identify patterns that may help us improve our services in Hammersmith and beyond.
We review complaint records regularly to identify recurring issues, training needs and opportunities to improve our removal services. Feedback from customers helps us refine our planning, communication and handling methods so that future moves in the Hammersmith area are as efficient and stress free as possible.
By following this Complaints Procedure, we aim to ensure that concerns are addressed fairly, consistently and promptly, and that all customers feel confident in raising issues about any aspect of our removal services.
Our amazing prices makes us one of the most popular removal companies in Hammersmith, W6.
| 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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