We are committed to providing reliable, professional removals and storage services in Richmond and the surrounding areas. However, we recognise that on occasion things may not go as planned. This complaints procedure explains how you can raise any concerns, how we will respond, and what you can expect from us at each stage.
We treat all complaints seriously and use them as an opportunity to put things right and to improve our services. We aim to resolve issues as quickly and fairly as possible, keeping you informed throughout. We will always handle your complaint with courtesy, confidentiality and impartiality.
A complaint is any expression of dissatisfaction about our removal or storage services, whether justified or not. This can include, for example:
Service delays on moving day or during a storage arrangement.
Concerns about the conduct or attitude of our team members.
Damage to property or belongings during packing, loading, transport or unloading.
Disagreements about charges, quotations, or changes to agreed work.
Issues with communication, documentation or aftercare following your move.
You do not need to use specific wording for it to be treated as a complaint. If you tell us that you are unhappy with any aspect of our service, we will follow this procedure.
You can make a complaint in writing or verbally. We encourage complaints to be made in writing wherever possible so that we have a clear record of the details. When making a complaint, please provide the following information to help us investigate efficiently:
Your full name and the address where the removal or storage service was carried out.
The date of your move or the period of storage.
A clear description of what went wrong and how it has affected you.
Details of any items that you believe have been lost or damaged, including approximate value where relevant.
Any supporting information that may help our investigation, such as photographs of damage, inventory lists or copies of paperwork.
If your complaint is made verbally, we may ask you to confirm the details in writing so that there is an agreed record of your concerns.
To help us investigate thoroughly, we ask that you raise any concerns as soon as you become aware of a problem. Where your complaint relates to loss or damage, it is particularly important that you notify us promptly so that we can review records, schedules and any relevant evidence.
Although we will always try to assist, delays in reporting may limit the options available for resolution, especially if third-party insurers or partners are involved.
We will acknowledge your complaint within a reasonable timeframe after receiving it. At this stage we will:
Confirm that we have received your complaint.
Outline the next steps in the process.
Advise you of any further information we may need.
Provide an indicative timescale for our full response.
If your complaint is more complex or requires input from several team members, we will let you know that additional time may be required for a thorough review.
Your complaint will be investigated by a member of our management team who was not directly involved in the matter wherever practical. The investigation may include:
Reviewing your booking details, inventory and any related documentation.
Speaking to the staff members who managed your move or storage arrangements.
Inspecting photographs, reports or other evidence provided.
Checking our internal procedures and any relevant terms and conditions.
We will consider your complaint fairly and objectively, taking into account all available information and any relevant industry standards.
After completing our investigation, we will contact you with a clear written response. This will include:
A summary of the issues you raised.
Details of the investigation we carried out.
Our findings and conclusions.
Any offer of remedy or action we propose to take.
Depending on the circumstances, outcomes may include an apology, corrective action, service improvements, or in appropriate cases, financial settlement in line with our terms, conditions and any applicable insurance cover.
If you feel that your complaint has not been resolved, you may contact us again to explain why you remain dissatisfied. We will review your concerns a second time, which may involve a more senior member of our team. We will then provide a final position on your complaint and confirm whether any further internal review is possible.
Where relevant, we may refer you to any external dispute resolution options that could be available, in line with current industry practice and regulations.
All complaints are handled in confidence. Information about your complaint will only be shared with team members or third parties who need it to investigate and resolve the issue. We will handle all personal information in accordance with applicable data protection law and our privacy practices.
We actively review complaints data to identify any recurring issues in our removal and storage services across Richmond and nearby areas. Where patterns emerge, we take steps to improve our training, procedures and communication, so that future customers benefit from a consistently high level of service.
By following this complaints procedure, we aim to provide a fair, transparent and efficient process for resolving problems and maintaining your confidence in our removals team.
When you are searching for removal companies in Richmond, TW9, hire our dedicated team and discover how our help and cheap prices can make your removal a hassle-free experience!
| 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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