This complaints procedure explains how customers using our Bermondsey removal services can raise concerns, how we handle them, and what you can expect from us at each stage. Our aim is to resolve issues fairly, promptly, and transparently, while continually improving the quality of our home and office removals.
We take all complaints seriously, whether they relate to packing, loading, transport, delivery, storage, timings, staff conduct, or communication. We are committed to investigating every concern carefully and using the outcome to improve our services across Bermondsey and the surrounding areas.
A complaint is any expression of dissatisfaction about our removal services that requires a response. This may include, for example:
Concerns about the handling, packing, or protection of your belongings during a move.
Issues with punctuality, agreed timescales, or changes to your move schedule.
Disputes about charges, quotations, or additional services such as packing materials or storage.
Comments about staff behaviour, communication, or professionalism during your Bermondsey move.
Any other aspect of our removals or storage services that has not met your reasonable expectations.
You can raise a complaint in writing or verbally. To help us investigate quickly and fairly, please provide as much detail as possible, including:
Your full name and the address where the removal or related service took place.
The date of your move or booking and any reference number you have been given.
A clear description of what went wrong and when it happened.
Details of any damage, loss, delay, or other issue you have experienced.
What outcome or resolution you are seeking, where applicable.
We encourage you to submit your complaint as soon as possible after the event so that evidence, recollections, and relevant information remain clear and accessible.
While we will always try to assist, certain complaints are subject to reasonable time limits. As a general guide:
Service quality or conduct concerns should be raised within 28 days of the move.
Damage to goods should be reported as soon as discovered, ideally on the day of delivery or within a short period, especially where insurance or valuation cover may be relevant.
If your complaint falls outside these guidelines, we may still investigate, but some remedies may no longer be available due to the time elapsed.
Once we receive your complaint, we will follow a structured process.
First acknowledgement: We will acknowledge your complaint within a reasonable timeframe, explaining that it is being reviewed. If we need more information to proceed, we will request further details at this stage.
Investigation: A member of our management or customer care team will review the circumstances, including any move documentation, inventory lists, photographs, staff reports, and communication records. We may contact you to clarify points or obtain supporting evidence.
Initial response: Following our investigation, we will provide you with a written or verbal response setting out our findings, any responsibility we accept, and any proposed resolution.
Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:
An explanation or clarification if there has been a misunderstanding about our services or terms.
An apology where we recognise that our service did not meet the standards you were entitled to expect.
Practical steps to correct an issue where this is still possible, such as revisiting a property to complete agreed work.
Where applicable and subject to our terms and any relevant insurance or valuation cover, a financial settlement for proven loss or damage.
Improvements to our procedures, training, or communication, particularly for recurring issues identified during Bermondsey and wider area moves.
If you are unhappy with the outcome of our initial investigation, you may ask for your complaint to be reviewed again. In doing so, please explain why you believe the decision was incorrect or incomplete and provide any additional information you feel is relevant.
Where a further review is carried out, we will reassess the facts, including any new evidence, and issue a final position. This will usually represent the conclusion of our internal complaints procedure.
Complaints involving loss or damage to property are also subject to the terms and conditions agreed before your move. These may include limits on liability, exclusions, packing requirements, and any insurance or extended cover options you selected. We will explain how these terms apply to your case during the complaint review.
To assist with such complaints, we may ask you to provide photographs, purchase evidence, repair estimates, or other documentation to support the value and condition of the items affected.
We use information gained from complaints to monitor performance and enhance the quality of our removal services in Bermondsey. This may include additional staff training, updates to our handling and packing processes, improved route planning, or amendments to our customer communication procedures.
By raising a complaint, you help us identify where service can be improved. We appreciate the opportunity to resolve your concerns and to make our removals and storage service more reliable for future customers.
All complaints are treated with respect and handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, meeting legal obligations, and improving our services. We handle personal data in line with applicable data protection requirements.
This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective for customers using our Bermondsey removal services. We may update it from time to time to reflect changes in legislation, industry standards, or our company policies.
Unlike many of the removal companies in Bermondsey, our prices are affordable and transparent and will always offer great value for money.
| 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 |
(59)