We are committed to providing a professional and reliable removal service in and around Marylebone. However, we recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage of the process.
We take all feedback seriously, whether positive or negative, and use it to improve our home and office removal services, packing services, and storage solutions throughout the local area.
This procedure applies to any complaint related to our removal and associated services, including but not limited to household moves, commercial relocations, packing and unpacking, loading and unloading, storage, and any related customer service interaction.
The procedure covers issues such as delays, damage to property or belongings, conduct of staff, quality of service, communication problems, and billing or quotation concerns.
This procedure does not cover employment disputes or matters that are already the subject of legal proceedings or insurance claims that have been formally settled.
We follow these principles when handling complaints:
We treat every complaint seriously and with respect.
We aim to resolve issues as quickly and fairly as possible.
We investigate complaints thoroughly and impartially.
We keep you informed throughout the process.
We use outcomes and feedback to improve our services in Marylebone and the wider area.
Many concerns can be resolved quickly and informally. If you are unhappy during or immediately after your move, please raise the issue with the team on site or with our office staff as soon as possible. In many cases, matters such as minor service issues, schedule queries, or simple misunderstandings can be put right immediately.
When you raise a concern informally, we will:
Listen carefully to your issue and clarify the details.
Offer an explanation where appropriate.
Seek an immediate solution, where possible.
If you are not satisfied with the informal response, or if the concern is more serious, you may use the formal complaints procedure set out below.
If your concern cannot be resolved informally, or you prefer a formal review, you should submit a formal complaint. Please provide as much detail as possible, including:
Your full name and preferred method of contact.
The date and location of the removal or service.
A clear description of your complaint and what went wrong.
Details of any conversations already held with our staff.
Any supporting information, such as photographs of damage or copies of documents.
We encourage you to make your complaint as soon as possible after the event, so that we can investigate while the details are still fresh.
Once we have received your formal complaint, we will acknowledge it within a reasonable time frame. Our acknowledgement will confirm that we have received your complaint and explain the next steps in the process.
At this stage, we may ask for further information if anything is unclear, or if we require additional details to carry out a thorough investigation.
Your complaint will be assigned to an appropriate member of our management team who has not been directly involved in the matter you are complaining about, where possible. This helps to ensure a fair and balanced review.
The investigation may include:
Reviewing your written complaint and any supporting evidence.
Speaking to the removal crew or staff involved.
Checking job records, inventories, schedules, and any relevant internal notes.
Assessing any photographs or other documents you have provided.
We aim to complete investigations promptly. If, for any reason, there is a delay, we will let you know and provide an updated timescale.
Once the investigation is complete, we will provide a clear written response. This will include:
A summary of your complaint.
The steps we took to investigate.
Our findings based on the evidence reviewed.
Any proposed resolution or remedial action.
Possible resolutions may include an apology, an explanation, service improvements, corrective work, or other appropriate remedies depending on the nature of the complaint and any contractual or legal obligations.
If you are not satisfied with our response, you may ask for your complaint to be reviewed by a more senior member of our team. You should explain why you remain dissatisfied and whether there is any additional information you want us to consider.
We will then review both the original investigation and your further comments. Following this review, we will provide a final response that explains our position and any further action we are able to take.
We recommend that complaints are raised within a reasonable period after the service has been completed, as this makes it easier to investigate and resolve issues effectively. While we will consider complaints made later, it may be more difficult to obtain detailed information or evidence over time.
All complaints are handled confidentially. Information will be shared only with those who need it to investigate and resolve the matter. Any personal data provided as part of the complaints process will be handled in line with applicable data protection laws and our internal policies.
We regularly review complaints received in relation to our Marylebone removals and related services to identify patterns, training needs, and areas where we can improve our processes. By raising your concerns with us, you are helping us to maintain and enhance the quality of our local moving and storage services.
We keep a record of all formal complaints, the investigations conducted, and the outcomes. This record allows us to monitor performance, ensure consistency, and demonstrate that complaints have been handled fairly and appropriately.
If you have any questions about this complaints procedure or how it applies to your situation, please contact our office so that we can provide further guidance.
Book one of the cheapest removal companies Marylebone, by calling our experts 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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