We are committed to delivering reliable and professional removal services for customers in Clapham and surrounding areas. However, we recognise that concerns or issues may occasionally arise. This Complaints Procedure explains how you can raise a complaint, how we will handle it, and what you can expect from us at each stage.
We take all complaints seriously and use them as an opportunity to review and improve our services. Every complaint is handled in a fair, respectful and timely manner, and we aim to resolve matters as quickly as possible. We will always treat you courteously and will expect the same courtesy in return.
This procedure applies to any complaint about our removal and related services, including home removals, office moves, packing services, loading and unloading, storage handling, and any associated customer service issues. It applies whether your move takes place within Clapham or to and from nearby areas.
If you experience a problem during your move, we encourage you to raise it with the team leader on the day where possible. Many issues can be resolved immediately on site through discussion and clarification. If the issue cannot be resolved during the move, or if you remain dissatisfied, you should use the formal complaints process set out below.
You should submit your complaint in writing so that we have a clear record of your concerns. Please provide the following information:
1. Your full name and address
2. The date of your removal service and the collection and delivery addresses
3. A clear description of what went wrong and when it happened
4. The names of any staff you dealt with, if known
5. Details of any financial loss, damage, or inconvenience suffered
6. What outcome you are seeking, for example an explanation, an apology, remedial work, or financial compensation
Written complaints should be sent to our office, marked clearly as a complaint. Please keep copies of any correspondence and evidence, such as photographs of damage, inventory lists, or job sheets.
We ask that you submit your complaint as soon as reasonably possible so that we can investigate effectively. Where your complaint relates to loss or damage, you should notify us in writing within the timescales set out in your contract and terms and conditions. Complaints made outside the specified time limits may be more difficult to investigate fully.
Our complaints process is structured in clear stages to ensure your concerns are handled consistently and fairly.
Once we receive your written complaint, we will send you a written acknowledgement. This will normally be within a set number of working days from receipt. In our acknowledgement, we will confirm that we are investigating your complaint and may request any further information we need.
Your complaint will be assigned to a manager who was not directly involved in the original work wherever possible. They will review your contract, job sheets, inventory, and any relevant documentation, and will speak with the staff involved. We may contact you to clarify details, request additional evidence, or arrange a site visit where appropriate.
After completing our investigation, we will send you a written response explaining:
1. Our understanding of your complaint
2. The steps we took to investigate
3. Our findings and conclusions
4. Any proposed resolution or remedial action
Where we accept that service has fallen below our expected standard, we will offer an appropriate remedy. This may include an apology, corrective work, and where applicable and justified, financial redress in line with our terms and conditions.
If you remain unhappy with our response, you should let us know in writing, explaining why you do not consider the matter resolved and what further outcome you are seeking. A more senior manager or director will then review your complaint, the investigation, and our response to ensure it has been handled fairly and in line with our policies.
Following this review, we will provide a final written position. This marks the end of our internal complaints process. Any further steps available to you will depend on the nature of your complaint and your legal rights under your contract and applicable consumer law.
Where your complaint involves loss of or damage to your property, we will handle it in accordance with the terms and conditions that applied to your move and any relevant insurance cover. You may be required to provide photographs, purchase receipts, or repair estimates. We will assess claims for loss or damage fairly and in line with the contractual limits and exclusions agreed before the move.
All complaints are handled confidentially. Information will only be shared with staff members who need it to investigate and resolve the matter. We will store and process your personal data in accordance with our data protection obligations and our privacy policy.
We keep a record of complaints and their outcomes. This allows us to identify any recurring issues and to improve our training, processes and service quality for customers using our removal services in Clapham and the wider area. Your feedback, whether positive or negative, helps us continually raise our standards.
We may update this Complaints Procedure from time to time to reflect changes in legislation, industry guidance, or our internal processes. The version in force at the time you make your complaint will apply. You can request a copy of the current procedure at any time.
This procedure is intended to be clear and accessible so that all customers know how to raise concerns and understand how we will respond. If anything in this procedure is unclear, you may contact us for further explanation.
If you’re preparing to move home and are unsure about where to begin then one of the best removal companies Clapham is happy to offer you advice on all aspects of your move.
| 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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