Removals and Storage Complaints Procedure

This Complaints Procedure explains how we handle any concerns you may have about our removals and storage services. We are committed to providing a professional, reliable service across our operating area and to dealing with any complaint in a fair, transparent and timely manner.

Our Commitment to You

We aim to deliver a high standard of service on every move and during every storage period. If something goes wrong, we want to know about it so that we can put matters right where possible and learn from the experience. All complaints are treated seriously and handled in confidence.

What This Procedure Covers

This procedure applies to complaints relating to:

Removals services, including packing, loading, transportation and unloading of your belongings.

Storage services, including the handling, placement and care of items kept in our facilities.

Customer service interactions connected with quotes, bookings, payments, communication or aftercare.

Claims relating to loss, damage or delays to your belongings as a result of our services.

How to Make a Complaint

You can raise a complaint as soon as you become aware of a problem. To help us investigate efficiently, please provide:

Your full name and contact details.

Your job or reference number if available.

The date and location of the service.

A clear description of what went wrong, including relevant dates and times.

Details of any loss or damage, with photographs if you have them.

Information about any previous discussions with our team about the same issue.

You can raise your complaint verbally with a member of our team or in writing. Written complaints help us keep a clear record and may speed up the investigation, especially for complex issues involving removals routes, storage allocations or multiple visits.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will confirm that we have received your concerns and set out the next steps in the process. In most cases, we will also provide an estimated timescale for our investigation and response.

Investigation of Your Complaint

Your complaint will be reviewed by a member of our management team who is not directly involved in the issue you have raised, wherever possible. The investigation may include:

Reviewing your booking details, inventory and service notes.

Checking schedules, route plans, storage records and relevant documentation.

Speaking with the crew members or staff involved in your move or storage booking.

Examining any photos, videos or supporting evidence you have provided.

In some cases, we may ask you for further information or clarification to ensure we fully understand your concerns.

Our Response and Outcome

Following our investigation, we will provide a written response explaining:

The issues you raised and how we have considered them.

Our findings based on the information available.

Any proposed resolution or next steps.

Where appropriate, resolutions may include an apology, corrective action, practical remedies relating to your removals or storage arrangements, or compensation in line with our terms and conditions and any applicable insurance or liability limits. We aim to issue a full response within a reasonable timeframe, depending on the complexity of the complaint and the need to collect information from staff or third parties.

If You Are Not Satisfied

If you are unhappy with the outcome of your complaint, you may request a further review. In this case, your complaint and our initial findings will be reconsidered by a senior member of the company who was not involved in the earlier stages.

As part of this review, we will revisit the information provided, any new evidence you wish to submit and our original decision. We will then provide a final written response explaining our position and the reasons for it.

Time Limits for Complaints

We encourage you to raise any concerns as soon as possible after the event, as this makes it easier to obtain accurate information from crews, storage staff and records. Some types of claim, particularly those involving loss or damage, may be subject to time limits detailed in our terms and conditions and any applicable insurance documents. It is important that you check those documents and notify us within the specified periods where required.

Fairness and Confidentiality

All complaints are handled fairly and without discrimination. Your complaint will not affect the way we provide removals or storage services to you in the future. Information relating to your complaint is kept confidential and shared only with those who need it to investigate and resolve the matter.

Using This Procedure Alongside Other Rights

This Complaints Procedure is designed to give you a clear route to raise and resolve concerns directly with us. It does not limit any legal rights you may have under consumer or contract law. If you are receiving removals or storage services in connection with a third party, such as an employer relocation scheme, insurer or housing provider, you may also have separate routes for raising concerns with that organisation.

Continuous Improvement

We regularly review complaints data to identify patterns and areas for improvement in our removals and storage services. This may include additional staff training, updates to our handling procedures, enhancements to packing methods or changes to how we manage storage inventories. By following this process, we aim not only to resolve individual cases but also to strengthen the overall quality and reliability of our services in the areas we serve.

If you have any questions about this Complaints Procedure or how it applies to your situation, please contact our customer service team using your preferred communication method.