This complaints procedure explains how customers using our removal services in and around Hampstead can raise concerns, how we handle those concerns, and what steps we take to reach a fair resolution. Our aim is to resolve any issues promptly, professionally and transparently, so that our clients feel confident in the service they receive.
We take every complaint seriously. Whether your concern relates to packing, loading, transport, delivery, timing, conduct of staff, or administration of your move, we will investigate thoroughly. We are committed to:
Listening carefully to your concerns, acknowledging any inconvenience caused, investigating what happened, and providing a clear explanation of our findings and any proposed resolution.
Any customer who has used our Hampstead removal services, including home moves, office relocations, storage moves, or related packing and handling services, may raise a complaint. Complaints can also be submitted by an authorised representative acting on behalf of a customer, such as a relative or legal representative, provided they have the customer’s consent.
You can raise a complaint verbally or in writing. While we accept complaints made by phone or in person, we encourage you to submit your complaint in writing wherever possible. This helps us understand the details clearly and ensure nothing is missed during our investigation.
When raising a complaint, please provide:
The date of your move and the collection and delivery addresses, your full name and any reference number you were given, a clear description of the issue and when it occurred, details of any damage, loss, delay or service problem, and the outcome you feel would be fair, such as repair, replacement, compensation, or an apology.
We ask that you contact us about any concern as soon as reasonably possible. Some types of issues, such as visible damage to items or property, should ideally be reported within a short time after delivery so we can review the situation while details are still clear and evidence is available. If you are unsure whether you are still within time to raise an issue, please contact us and we will advise you.
Once we receive your complaint, we will follow a structured process designed to be fair and consistent.
We aim to acknowledge your complaint as soon as reasonably possible, usually within a few working days of receiving it. Our acknowledgement will confirm that we have logged your complaint and provide information about the next steps in the process.
Your complaint will be assigned to a member of our team who is responsible for investigating what happened. This may include reviewing booking records, inventory lists, photographs or video, staff reports, and any correspondence relating to your Hampstead move. We may contact you to request additional details or clarification if needed.
Once the investigation is complete, we will provide you with a written response explaining:
What we have understood your complaint to be about, the steps we took to investigate, our findings regarding what happened, and our proposed resolution. Depending on the circumstances, this may include an apology, corrective action, remedial work, or where appropriate, an offer of compensation in line with our terms and conditions and any applicable insurance or cover.
We aim to resolve most complaints within a reasonable period. The time required will depend on the complexity of the case, the amount of information we need to gather, and whether third parties, such as insurers, need to be involved. If we are unable to provide a final response within our usual timeframe, we will keep you informed of progress and explain the reasons for any delay.
If you are unhappy with our response or believe your complaint has not been handled fairly, you may request that the decision be reviewed. Your complaint will then be reassessed, which may involve a further review of the evidence and the way the original decision was reached.
In our review response, we will explain whether our original decision is upheld, varied, or overturned, and we will set out the reasons for this conclusion. We will also confirm if there are any further steps you can take.
Where your complaint involves possible loss or damage to items handled during your Hampstead removal, we may ask you for supporting evidence. This could include photographs of damage, proof of value such as receipts or valuations, and details of the condition of items before the move. Any settlement will be considered in line with our terms, any limits of liability, and any optional insurance or cover that you may have selected.
All complaints are handled in confidence. The information you provide will be used only for the purposes of investigating and resolving your concerns, improving our Hampstead moving services, and meeting legal or regulatory requirements. We will manage your personal data in accordance with our privacy practices and applicable data protection law.
We regularly review complaints to identify patterns and areas where our removal services can be improved. Lessons learned are used to refine staff training, procedures, and communication, helping us to deliver a more reliable and professional moving experience for customers in Hampstead and the surrounding areas.
This complaints procedure is available to all customers using our removal and relocation services. If you require the information in a different format or need assistance in raising a complaint, please let us know and we will do our best to support you.
There are many removal companies Hampstead, but only ours offer excellent removal help at price that is quite reasonable.
| 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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