This complaints procedure explains how customers of our removal services in Harrow and surrounding areas can raise a concern, how we will respond, and what you can expect from us at each stage. We aim to resolve any issues quickly, fairly and transparently, and to use all feedback to improve our home and office moving services.
We understand that moving home or business premises can be a stressful experience. If something goes wrong, you are entitled to a clear and accessible process for addressing your concerns. We are committed to:
Listening carefully to your complaint and understanding the facts in full.
Dealing with you courteously and professionally at all times.
Investigating complaints promptly, thoroughly and impartially.
Keeping you informed about progress and expected timescales.
Offering a fair explanation, apology where appropriate, and a suitable resolution.
Recording complaints to help improve our removal and storage services in the future.
A complaint is any expression of dissatisfaction, whether spoken or written, about our services, staff or contractors that requires a response. This may include, for example:
Concerns about punctuality or conduct of the removal team.
Issues with packing, loading, transport, unloading or placement of items.
Damage to property or belongings during a move.
Billing or quotation disputes.
Communication problems before, during or after the move.
If you are unsure whether your concern counts as a complaint, please raise it with us and we will treat it appropriately.
You can make a complaint in writing or by speaking to a member of our team. Written complaints help us keep a clear record of your concerns and allow us to investigate more effectively. When making a complaint, please provide:
Your full name and, if applicable, the name of the person who booked the removal service.
The date and address of the move or service.
A clear description of what happened, including dates and times where possible.
The names or roles of any staff involved, if known.
Any relevant supporting information, such as inventories, photographs or correspondence.
Your preferred outcome, for example an explanation, correction, or discussion of compensation in line with our terms and conditions.
Wherever possible, we aim to resolve complaints immediately at the point they arise or as soon as we are notified. Stage one typically involves:
A member of our customer service or operations team acknowledging your complaint.
A discussion with you to clarify the issues and desired outcome.
Initial checks with any staff who were involved in your removal service.
Attempts to offer a practical solution on the spot or within a short period.
We aim to provide a stage one response within a reasonable timeframe, normally within five working days, depending on the complexity of the complaint.
If your complaint cannot be resolved at stage one, or if you are not satisfied with the initial outcome, it will be escalated for formal investigation. At this stage:
Your complaint will be reviewed by a manager or a more senior member of staff not directly involved in the matter.
We may ask you for further details or evidence to ensure we understand the situation fully.
We will review relevant documents, booking details, service records and staff reports.
Where appropriate, we may arrange a call to discuss the issues in more detail.
We aim to complete our investigation and provide a full written response within 20 working days of escalation. If we need more time due to the complexity of the matter, we will let you know and provide an updated timescale.
Once our investigation is complete, we will provide a clear response that sets out:
What we understand your complaint to be.
The steps we took to investigate it.
Our findings, including whether we uphold or do not uphold your complaint, in whole or in part.
Any actions we will take to put things right, which may include explanations, apologies, remedial work, service corrections or other remedies in line with our terms of business.
Any measures we will implement to prevent a similar issue occurring again.
If, after receiving our formal response, you remain dissatisfied, you may request that we review how your complaint was handled. This review will consider whether our complaints procedure was followed and whether our decision was reasonable based on the information available.
We may ask you to explain which aspects of the response you disagree with and why. Following this review, we will confirm our final position on your complaint.
We encourage you to raise any concerns about your removal service as soon as possible so that we can investigate while events are still recent. In particular, issues relating to damage or loss should be reported promptly, in accordance with any specific timescales set out in our terms and conditions for insurance and liability purposes.
All complaints are recorded in our internal systems. We use this information to:
Monitor the performance of our moving and storage services.
Identify recurring issues or trends.
Provide further training to our removal teams and office staff where necessary.
Improve our procedures, communication and customer care for Harrow customers and clients in the surrounding region.
All complaints are handled in confidence and shared only with staff who need the information to investigate and respond. Making a complaint will never affect your right to use our services in the future, and you will not be treated less favourably for having raised a concern.
This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective for customers using our removal services. We may update it from time to time to reflect changes in the way we operate or in relevant industry standards.
When you are looking for removal companies Harrow, discover how our wide range of services and cheap prices can help your move goes well.
| 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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