Our removals team aims to provide reliable, professional moving services across Twickenham and the surrounding area. If something goes wrong, we want to know about it so that we can put it right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.
We take all complaints seriously, whether they relate to local house moves, office moves, packing services, storage, or any other service we provide. We are committed to:
Listening carefully to your concerns, treating you with respect and courtesy, investigating complaints fairly and promptly, keeping you informed throughout the process, and using feedback to improve our removal services in and around Twickenham.
You may wish to complain if you believe that:
We have not delivered the service you expected, our staff or contractors behaved inappropriately, your belongings were damaged or lost during a move, our timescales or communication were not reasonable, or we did not meet the terms set out in our written quotation or contract.
If you are unsure whether your issue counts as a complaint, you are still encouraged to contact us. We can clarify whether we can deal with the matter through this procedure or suggest another route if more appropriate.
Where possible, we recommend raising your concern informally first. Many issues can be resolved quickly by speaking to a member of our team, such as the move supervisor on the day or our office staff following your move.
When you contact us informally, please provide your full name, the address for the collection and delivery, the date of your move or scheduled service, and a clear description of the issue. We will try to resolve the matter straight away or within a short timeframe wherever possible.
If you are not satisfied with the outcome of an informal discussion, or if the issue is more serious or complex, you may make a formal complaint. A formal complaint helps ensure that your concerns are fully recorded, investigated, and responded to in writing.
To make a formal complaint, please provide the following information in writing: your full name and contact details, your removal reference or quotation reference if available, the address details related to the move, the date of the move or planned service, a clear explanation of what went wrong, including any relevant dates and times, and what outcome or resolution you are seeking.
We encourage you to submit your formal complaint as soon as possible after the issue arises, and ideally within a reasonable period from the date of your move.
Once we receive your formal complaint, we will send you a written acknowledgement. This acknowledgement will confirm that we have received your complaint, provide a reference for the complaint, and set out the next steps in our investigation process. We will normally acknowledge your complaint within a reasonable number of working days, excluding weekends and public holidays.
Your complaint will be assigned to a manager or senior member of staff who is responsible for reviewing the matter. Depending on the nature of the complaint, our investigation may include:
Reviewing your booking details, inventory, and any signed documentation, speaking to the removal crew or other staff involved, examining any photographs or evidence you provide, and assessing whether our procedures and service standards were followed.
We may contact you during the investigation if we need further information or clarification. Our aim is to complete the investigation and provide you with a full response within a reasonable timeframe, which we will explain in our acknowledgement.
After we have investigated your complaint, we will send you a written response. This will include a summary of your complaint and the issues raised, a description of the steps we took to investigate, our findings and conclusions, and any actions we propose to take.
Depending on the circumstances, possible outcomes may include an apology and explanation, corrective action to put things right where possible, service improvements for future moves, or consideration of compensation in line with our terms and conditions and any relevant cover or insurance that applies to your move.
If you are not satisfied with our final response, you should let us know in writing, explaining which parts of our decision you disagree with and why. A senior member of our team, who was not involved in the original investigation, may review the case. We will inform you of the outcome of this review and whether our original decision is upheld or amended.
In some circumstances, you may have the option to refer your complaint to an external body or scheme, depending on our current memberships and your specific situation. Details of any such options, where applicable, will be provided in our final response.
To help us investigate effectively, we ask that you raise your complaint as soon as possible. Delays in reporting damage, loss, or service issues can make it more difficult to investigate and may affect the remedies available under our terms.
We recommend that you keep any relevant documents, such as contracts, inventory lists, photographs, and correspondence. Providing clear evidence will assist us in reaching a fair and informed decision.
All complaints, whether upheld or not, are recorded and reviewed periodically by our management team. By analysing patterns and recurring issues, we can improve staff training, refine our procedures, and enhance the quality of our removal services across Twickenham and neighbouring areas.
We value the time you take to share your concerns. Your feedback helps us maintain and improve the standards we aim to deliver on every move.
We may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice within the removals industry. The version published here will always represent our current approach to handling complaints.
If you have any questions about this procedure or are unsure how to raise a concern about your move, please contact our office and we will be happy to guide you through the process.
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