We are committed to providing professional, reliable removal services in and around Merton. 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 handle it, and what you can expect from us at each stage of the process.
Our aim is to resolve any issues fairly, efficiently and as quickly as possible, and to use your feedback to improve our services for future customers.
This procedure applies to customers who have used, or have booked to use, our removal services. It covers household moves, office moves, packing services, storage-related issues and any other services carried out by our team within our regular service area, including the wider Merton locality.
You can make a complaint whether you are the person who booked the service, a nominated representative for a business customer, or an authorised third party who has permission to act on the customer’s behalf.
A complaint is any expression of dissatisfaction, whether written or verbal, where you would like a response or resolution. This might include, for example:
Concerns about the conduct, punctuality or behaviour of our removal team.
Issues with how your belongings were handled, packed, loaded, transported or delivered.
Disputes about charges, quotations, or changes to agreed services.
Problems with move scheduling, communication, or aftercare support.
Concerns about how previous issues or queries were dealt with.
We encourage you to tell us about any problem as soon as you become aware of it, so that we have the best chance to put things right.
You can raise a complaint in writing or by speaking to us directly. Providing clear, detailed information will help us understand what has happened and investigate thoroughly. Where possible, please include:
Your full name and postal address.
The date of your move and the collection and delivery addresses.
A clear description of what went wrong and when it occurred.
Details of any damage, loss or delays, including photographs if available.
Any previous communication you have had with our team about the same issue.
What outcome or resolution you are seeking, where applicable.
If you raise an issue during your move, please speak first to the team leader on site. Many concerns can be resolved immediately once they are brought to the crew’s attention.
Once we receive your complaint, we will record it in our internal system and allocate it to an appropriate member of staff for review. We aim to acknowledge receipt within a reasonable period of time, confirming that we are looking into the matter and giving you an indication of the next steps.
In some cases we may contact you at this stage to clarify details, request further information or ask for copies of any supporting documents or photographs.
The person handling your complaint will carry out a thorough investigation. This may include:
Reviewing your booking details, inventory and any relevant paperwork.
Checking route plans, time logs and operational records for your move.
Speaking with the crew members or office staff involved in the job.
Reviewing any images or notes taken on the day of the move.
Assessing the condition reports where damage or loss is alleged.
We aim to complete our investigation within a fair timeframe, taking into account the complexity of the issue and the information available.
After investigating, we will provide you with a clear, written response outlining our findings and any actions we propose to take. Depending on the nature of the complaint, our response may include:
An explanation of what happened and why.
Any steps we have already taken or will take to put things right.
Details of any remedial work, goodwill gesture or compensation offer where appropriate.
Information about any changes we will make to our procedures or staff training.
Where we are unable to uphold your complaint, we will explain the reasons for our decision and the evidence we have relied upon.
To help us investigate effectively, we ask that you raise any concerns as soon as possible after your move. Some issues, such as damage or loss of items, may also be subject to specific time limits in our terms and conditions or in any relevant insurance policy. We recommend checking these carefully so that you do not miss any important deadlines.
If you are not satisfied with the outcome at the conclusion of our internal process, you can ask us to review the decision. Your complaint will then be reconsidered by a senior member of our team who was not directly involved in the original investigation.
The reviewer will look at the way the complaint was handled, the evidence considered and whether the outcome was fair and reasonable. They may uphold the original decision, overturn it, or propose an alternative resolution.
When you use our complaints procedure, we commit to the following principles:
Fairness: We will consider all sides of the issue and base our decisions on the facts and evidence available.
Respect: You will be treated politely and with courtesy at all times, and we expect our staff to be treated in the same way.
Confidentiality: Your personal information and details of your complaint will be handled securely and only shared where necessary to resolve the issue.
Improvement: Wherever possible, we will use the findings from complaints to improve our procedures, staff training and overall customer experience for moves in the Merton area.
We see complaints as a valuable source of feedback, helping us understand where our removal services can be strengthened. By highlighting issues such as delays, communication problems or handling concerns, you help us refine our processes, improve our planning for local moves and deliver a more reliable service for future customers.
Thank you for taking the time to read our Complaints Procedure. We encourage you to contact us with any concerns so that we can work with you to reach a fair and timely resolution.
Unlike other removal companies Merton, our movers offer competitively priced move. So do not waste more time and hire our outstanding removals in SW19.
| 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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