This complaints procedure explains how customers using our removal services in Swiss Cottage and nearby areas can raise any concerns and how those concerns will be handled. Our aim is to resolve issues quickly, fairly, and transparently, while learning from feedback to improve our services.
We strive to provide a professional and reliable removals service for homes and businesses. If something goes wrong, we encourage you to tell us. Complaints are treated seriously, handled confidentially, and used as an opportunity to review and improve our performance across packing, loading, transport, delivery, and storage.
We will always aim to:
Be polite and respectful when dealing with your concerns, acknowledge receipt of your complaint promptly, investigate the matter carefully and impartially, keep you informed of progress, and provide a clear response and, where appropriate, a fair remedy.
A complaint is any expression of dissatisfaction about our removal services, whether it relates to conduct of staff, timing and punctuality, handling of belongings, damage or loss of items, packing and unpacking services, storage arrangements, communication, or the accuracy of estimates and invoices.
Complaints may be made during a move, after a move has been completed, or in relation to services provided as part of a larger relocation plan.
You can raise a complaint verbally or in writing. We recommend putting your complaint in writing so that all details are clear and can be accurately recorded and investigated.
When you submit a complaint, please include:
Your full name, your preferred method of contact, the date and location of the move, a description of what went wrong, any relevant reference numbers, and, if applicable, photographs or descriptions of any damage or loss.
Providing as much detail as possible helps us to understand the situation, locate relevant records, and reach a resolution more efficiently.
We encourage customers to raise any concerns as soon as possible after the issue arises. For issues involving alleged damage or loss of items, we ask that you notify us promptly so we can review delivery notes, packing lists, and any relevant documentation while the information is still fresh and evidence is readily available.
Where your contract or terms and conditions specify particular timeframes for bringing certain types of claims, those provisions will apply in addition to this procedure.
Once we receive your complaint, it will be logged and given a reference for internal tracking. A member of our team will review the information and acknowledge receipt. We will normally confirm that we have received your complaint within a reasonable period, explaining the next steps and, where possible, an estimated timescale for our response.
If any further information is needed at this stage, we will contact you to clarify details so the investigation can proceed smoothly.
Your complaint will be investigated by a member of staff who has not been directly involved in the issue wherever practical. They may:
Review your booking details and contract, check inventory and packing lists, speak with the crew or coordinators involved, examine photographs or written evidence you have supplied, and consider any relevant procedures or industry standards.
We aim to conduct this investigation promptly, while ensuring that all sides of the matter are taken into account fairly.
After the investigation is completed, we will provide a clear and written response. This will normally include a summary of your concerns, an outline of what we have investigated, our findings, and, if appropriate, an explanation of any action we propose to take.
Depending on the circumstances, outcomes may include an explanation or apology, corrective action for future moves, practical steps to address issues where possible, or a proposed settlement where liability is accepted and supported by evidence and contractual terms.
If you are unhappy with the outcome or feel that your complaint has not been handled appropriately, you may request that your complaint be reviewed again. In such cases, a more senior member of staff, who was not involved in the original decision, will re-examine the matter, including any new information you wish to provide.
We will then issue a further response, explaining whether the original decision is upheld or varied, and the reasons for that decision.
Where your complaint relates to alleged damage to or loss of items during your removal, the process may involve additional steps. These can include inspection of items, photographs or video of the affected goods, review of packing methods and materials, and assessment of pre-existing condition where evidence is available.
Any compensation or remedy in such cases will be handled in accordance with your contract terms, any applicable insurance cover, and relevant legal requirements.
All complaints are handled in confidence. Information you provide will be shared only with staff who need it to investigate and resolve your complaint. We will keep records of your complaint, our investigation, correspondence, and the outcome in line with our data protection obligations and retention policies.
We regularly review complaints and feedback relating to moves in Swiss Cottage and surrounding areas so that we can identify patterns, training needs, or process improvements. This may include updating staff training, revising checklists for packing and handling, and improving our communication before, during, and after moves.
By telling us when things go wrong, you help us maintain and improve the quality of our removal services for all customers.
We may update this complaints procedure from time to time to reflect changes in our services, company structure, or regulatory requirements. The version in force at the time you make your complaint will apply to the handling of that complaint.
As the best of any of the removal companies Swiss Cottage, we always focus in that to ensure you can get the moving experience which you desire at prices you will be gladly impressed.
| 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 |
(62)