This complaints procedure explains how we handle concerns and complaints relating to our removal services in Chelsea and the surrounding areas. Our aim is to deal with every issue promptly, fairly and consistently, and to use feedback to improve the service we provide to customers moving home or business premises.
We understand that moving can be stressful, and that you place a significant amount of trust in your chosen removal company. If something goes wrong, we are committed to listening carefully, investigating thoroughly and putting matters right where we reasonably can. We will always treat you with respect and will not discriminate against you for raising a complaint.
This procedure applies to any complaint about our removal and related services, including but not limited to local household moves, business relocations, packing, loading, transport, unloading and short-term storage associated with moves in and out of Chelsea.
You may use this procedure if you are a private customer, a commercial client or an authorised representative acting on behalf of a customer.
A complaint is any expression of dissatisfaction, whether spoken or written, where you are seeking a response from us. Examples may include concerns about service quality, conduct of staff, punctuality, handling of possessions, charges and fees, or how we have communicated with you before, during or after your move.
You can raise a complaint in the way that is most convenient for you. You may speak to a member of our team in person at the time of the move, or contact us through our usual communication channels to explain your concern. Please provide as much information as possible so we can investigate effectively, including your full name, the address you moved from and to, the date of your move, a clear description of what went wrong, and any evidence that may assist, such as photographs, inventories, or written notes.
If your complaint relates to potential damage or loss of items, you should notify us as soon as you become aware of the issue so that we can check our records, vehicle logs and packing notes while information is still fresh.
In the first instance, we encourage you to raise your concern with the team member or coordinator responsible for your move. Many issues can be resolved quickly and informally on the day or shortly afterwards. We will make reasonable efforts to address your concerns immediately, including clarifying what has happened, checking paperwork, and proposing practical solutions where possible.
If we cannot resolve the matter informally to your satisfaction, or if you prefer not to discuss it with the team on the day, you may request that your complaint is treated formally under this written procedure.
When we receive a formal complaint, we will acknowledge it within a reasonable timeframe and explain the next steps. A manager or designated complaints handler will review your concerns impartially and will not have been directly responsible for the issue you are complaining about, where this is practicable.
We may contact you to request further information, clarify details, or ask for supporting documents. We may also speak to staff members involved in your move, review job sheets, inventories, route plans and any other relevant records.
Once we have completed our investigation, we will send you a written response setting out our findings, any decisions we have made, and, where appropriate, any proposals for remedy or redress. This may include an apology, an explanation, a review of internal processes, or, where applicable and in line with our terms and conditions, an offer of compensation or contribution to costs.
We will aim to acknowledge your formal complaint as soon as reasonably possible and to provide a full response once we have had a fair opportunity to investigate. The time needed may vary depending on the complexity of the issue, the availability of information and whether third parties are involved. If we require more time, we will keep you informed of our progress and provide an updated timescale.
If you are unhappy with our formal response, you may ask for your complaint to be reviewed again by a more senior member of our team, where available. You should explain which aspects of the decision you disagree with and provide any additional information that you believe has not been considered.
We will then review the handling of your complaint, the evidence considered and the conclusions reached, and will issue a final response. This final response will confirm that our internal complaints procedure has been completed.
We keep a record of complaints received, the steps taken to investigate them and the outcomes reached. This helps us to monitor recurring issues, identify areas where our removal services in Chelsea and nearby areas can be improved, and provide additional training for staff where needed.
Customer feedback, including complaints, plays an important role in helping us maintain service standards and ensure that our moving and packing services are delivered safely, professionally and reliably.
All complaints are dealt with in confidence and information is shared only where it is necessary for the purpose of investigating and resolving your concerns. We handle personal data in line with applicable data protection requirements and retain complaint records only for as long as needed for legitimate business, legal or regulatory purposes.
This complaints procedure is intended to be clear, accessible and fair to all customers, whether you are moving within Chelsea or to or from other areas. If you have any questions about how the procedure works, or if you need assistance to raise a complaint, please let us know and we will do our best to support you.
Over our years in the business, we’ve built up a great reputation as one of the cheapest removal companies Chelsea. Call our removals to book your move today.
| 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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