This complaints procedure explains how customers of our removal services in Barnes and the surrounding area can raise concerns and how those concerns will be managed. Our aim is to resolve any dissatisfaction promptly, fairly and transparently, and to use feedback to improve our home and office moving services.
We recognise that, despite our best efforts, problems can sometimes occur during a move. When this happens, we are committed to listening carefully, investigating thoroughly and putting things right where we have fallen short. We treat all complaints seriously and aim to respond in a professional and courteous manner at every stage of the process.
We encourage customers to raise issues as soon as possible so that we can address them quickly, ideally during or immediately after the move. Early communication often allows for a faster and more effective resolution.
This procedure applies to all complaints relating to our removal, packing, storage and associated moving services provided to residential and commercial customers. It covers concerns about service quality, conduct of staff, damage to property or belongings, delays, administration errors and any other aspect of our work that you believe has not met the standard you expected.
This procedure does not cover general enquiries, booking requests or routine service questions, which are dealt with through our usual customer service channels.
You may raise a complaint verbally or in writing. While we will always try to help with a verbal complaint, we recommend that you put your concerns in writing wherever possible. This helps us understand the details of the issue and creates a clear record of what has happened.
When making a complaint, please provide as much relevant information as you can, including:
The date of your move or planned move, your full name, your service address, a clear description of what went wrong, who you spoke to or dealt with, and what outcome you are seeking. Including photographs or other supporting information can be helpful, particularly where there is alleged damage to items or property.
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. If you raise your concerns in person or over the phone, we will confirm that your complaint has been received and explain the next steps. If your complaint is made in writing, we will issue a written acknowledgment.
At this stage, we may ask for further information or clarification if anything is unclear. This helps us ensure that we are investigating the correct issues and focusing on what matters most to you.
Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the matter you are complaining about wherever this is practical. The investigation may include reviewing paperwork, service logs, inventories and photographs, as well as speaking to the members of staff who handled your move.
For more complex matters, such as multiple claimed damages or disputes over timings and access, we may need additional time to gather and review all relevant information. In such cases, we will keep you informed about progress and provide an estimated timeframe for a full response.
After we have completed our investigation, we will provide you with a clear written response setting out:
The issues you raised, a summary of the information we have reviewed, our findings on each point, and any proposed solutions or remedies.
Where our investigation shows that we are at fault, we will explain this and outline the steps we will take to put matters right, which may include an apology, remedial work, or other appropriate actions in line with our terms and conditions and any applicable removal industry guidance.
If you are unhappy with our final response or feel that certain points have not been fully addressed, you may ask for your complaint to be reviewed. Your request for a review should be made in writing and should clearly state which aspects of our decision you disagree with and why.
On review, a different senior member of our team will reconsider the complaint, the investigation and the response already provided. They may decide to uphold the original decision, change it in part, or reach a different conclusion. We will provide you with a further written response explaining the outcome of this review.
We ask that any concerns about our removal services are raised as soon as reasonably possible, and no later than a reasonable period after the service has been completed. Prompt notification allows us to investigate effectively while events are still recent and records are readily available.
Where your complaint involves damage or loss of items, we may require you to report this within the timeframe set out in our terms and conditions so that any claim can be assessed properly. We will make these timeframes clear in the documentation provided to you when you book your move.
Every complaint is an opportunity for us to learn and improve the way we deliver removals in Barnes and nearby areas. We regularly review complaint outcomes to identify patterns, training needs and procedural changes that may reduce the chance of similar issues arising in the future.
By following this complaints procedure, we aim not only to resolve individual problems but also to strengthen the reliability and quality of our moving services for all customers.
All complaints are handled in confidence. Information about your complaint will only be shared with those who need to know in order to investigate and respond. We will process any personal data you provide in line with our data protection obligations and will retain complaint records only for as long as necessary for legitimate business and legal purposes.
This complaints procedure is intended to provide a clear internal route for raising and resolving issues with our removal services. The process will come to an end once we have issued our final response following any review you have requested. At that stage, we will consider the matter closed unless any new and relevant information arises that could not reasonably have been provided earlier.
There are many removal companies Barnes which offer professional removal help, but only our company won’t charge you extortionate prices for it.
| 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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