This Complaints Procedure explains how customers using our removal services in Tooting and the surrounding areas can raise a concern or complaint, and how we will handle it. We want every move to run smoothly, but if something goes wrong, this procedure sets out a clear and fair process for resolving issues.
We are committed to delivering a professional, reliable and friendly removals service. When customers feel that our service has not met expectations, we take this seriously. All complaints are treated with respect, handled confidentially, and used as an opportunity to improve our services for future moves across Tooting and nearby districts.
We aim to:
Respond to complaints promptly and courteously.
Investigate issues thoroughly and impartially.
Provide a clear explanation of the outcome.
Where appropriate, offer practical solutions to put things right.
This procedure applies to complaints about any aspect of our removal services, including but not limited to:
Home or office removals and relocation services.
Packing, wrapping, loading and unloading services.
Short-term or long-term storage of belongings.
Customer service, communication and punctuality.
Conduct of our staff and removal teams during your move.
Any concerns about adherence to agreed instructions or quoted services within our Tooting service area.
In many cases, problems can be resolved quickly by speaking to us as soon as you notice an issue. If you are unhappy with any part of your removal service, please raise it with the team leader on the day or with our office team at your earliest opportunity. We will do our best to resolve the matter informally and promptly.
When raising an informal complaint, please provide as much detail as you can, such as the date of your move, the address of the property, and a clear description of what went wrong. The more information you provide, the easier it is for us to resolve your concern efficiently.
If your concern is not resolved informally, or you prefer to make a formal complaint from the outset, please set out your complaint in writing. Written complaints help ensure that all details are recorded accurately, particularly for more complex moves involving multiple properties or storage arrangements in and around Tooting.
Your written complaint should include:
Your full name and correspondence address.
The date of your removal service and the collection and delivery addresses.
A clear description of what happened and why you are dissatisfied.
Details of any damage or loss, including photographs if available.
Any steps already taken to resolve the issue informally.
What you feel would be a fair outcome or resolution.
We aim to acknowledge receipt of your written complaint within a reasonable timeframe. The acknowledgement will confirm that we have received your complaint and advise you of the next steps in the investigation.
We will then carry out a thorough investigation, which may include speaking to the removal team, reviewing job documentation, examining schedules, and assessing any photographs or evidence you have supplied. Once the investigation is complete, we will provide a written response explaining:
The issues you raised.
The findings of our investigation.
Any decision we have reached.
Any proposed remedy or corrective action, where appropriate.
All complaints are handled impartially and with care. Our investigation may include:
Reviewing booking details, quotes and terms agreed for your move.
Checking inventory lists, condition reports and removal notes.
Speaking with the removal crew and any supervisors involved.
Assessing damage reports and photographs.
Considering relevant policies, including handling, packing and storage procedures.
We will always try to reach a fair and reasonable conclusion based on the evidence available and the circumstances of your move.
Depending on the nature of your complaint and the outcome of our investigation, possible remedies may include:
A sincere explanation and, where appropriate, an apology.
Corrective actions to address service failings for future customers.
Practical solutions to mitigate any ongoing inconvenience.
Consideration of compensation or contribution towards repair or replacement of damaged items, where liability is established and in line with our terms and conditions and applicable law.
We will always explain clearly the reasons for our decision and how it has been reached.
If you are not satisfied with our final response or feel that your complaint has not been handled fairly, you may request that the matter be reviewed by a senior member of our management team. They will re-examine the details of your complaint, the steps taken, and the outcome reached, and will provide a further response where appropriate.
We encourage customers to engage fully with our internal process before considering any external options, so that we have a fair opportunity to resolve concerns relating to our removal services in Tooting and nearby areas.
To help us handle your complaint efficiently and fairly, we ask that you:
Provide accurate and complete information about the issue.
Raise your concerns as soon as reasonably possible after the event.
Respond to any requests for further information promptly.
Communicate with our team in a respectful and courteous manner.
Cooperate with any reasonable steps we suggest to investigate or resolve the matter.
We review complaints regularly to identify patterns and areas where our services can be improved. Feedback from customers moving within Tooting and the wider region helps us refine our processes, staff training and service standards, ensuring that future moves are as smooth and stress-free as possible.
This Complaints Procedure is designed to give you confidence that any issues you experience will be taken seriously, investigated properly, and responded to in a fair and timely manner.
We offer more experince and expertise on moving services than other removal companies Tooting. So do not choose any other for your relocation in SW17 than us.
| 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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