This complaints procedure explains how customers using our removals services in and around Lambeth can raise concerns, how those concerns will be handled, and the standards you can expect from us throughout the process. Our aim is to resolve any issues promptly, fairly and transparently, while continually improving the quality and reliability of our home and office moving services.
We take all feedback seriously, including complaints about any aspect of our removal services, from initial quotation through to completion of a move. We are committed to:
Listening carefully to your concerns and treating you with respect and courtesy at all times.
Responding to complaints in a timely and consistent way.
Carrying out a fair and thorough investigation before reaching a conclusion.
Putting things right where we have made a mistake, wherever reasonably possible.
Using the outcome of complaints to improve our services for customers in Lambeth and the surrounding areas.
This procedure applies to complaints relating to:
Removal surveys and quotations.
Packing, loading, transportation and unloading of goods.
Timekeeping, attendance and conduct of our removal teams.
Damage to property or belongings allegedly caused by our work.
Administrative matters connected with your move, such as paperwork, billing and move coordination.
It does not cover disputes with third parties not under our control, or issues that fall outside the scope of our contracted removal services.
You can raise a complaint in writing, by telephone or in person. We recommend submitting your complaint in writing wherever possible, as this helps to ensure we fully understand the issue and can keep an accurate record of the details.
When making a complaint, please provide:
Your full name and preferred method of contact.
The date and address of the removal service.
A clear description of what went wrong, including relevant dates and times.
Names or descriptions of any staff involved, if known.
Any supporting information, such as photographs, inventories or correspondence.
What you would consider to be a reasonable outcome or resolution.
To help us investigate effectively, we ask that you raise any complaint as soon as possible after the issue arises.
For service quality issues, please contact us within 14 days of the move date.
For loss or damage to goods, please notify us as soon as you become aware of the issue and no later than the timescales set out in your terms and conditions or insurance policy.
We may still consider complaints raised outside these timeframes, but our ability to investigate thoroughly may be reduced.
Stage 1: Initial Acknowledgement
Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. Where possible, we aim to provide this acknowledgement within five working days. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process.
Stage 2: Investigation
Your complaint will be allocated to an appropriate member of our management team for investigation. This may involve:
Reviewing your booking details, inventory and any relevant paperwork.
Speaking with the removal team or office staff involved.
Inspecting photographs or other evidence provided.
Clarifying any points with you if further information is required.
We aim to complete our investigation within 20 working days of acknowledging your complaint. If we anticipate that it will take longer, we will let you know and explain why.
Stage 3: Response and Outcome
Once the investigation is complete, we will provide you with a written response setting out:
A summary of your complaint.
The steps we have taken to investigate.
Our findings and conclusion.
Any actions we propose to take to resolve the matter.
Possible outcomes may include an apology, an explanation, corrective action to complete or rectify work, a goodwill gesture or other remedies where appropriate and proportionate. Outcomes will be assessed on a case by case basis in line with our contractual obligations and any applicable insurance arrangements.
If you are unhappy with the outcome of your complaint at Stage 3, you may request that the decision be reviewed. In your request, please explain why you disagree with the findings or outcome and provide any further information you believe is relevant.
A more senior manager or an alternative member of the management team, who was not involved in the original investigation, will review the complaint, the investigation and the decision. We will then write to you with a final response, normally within 15 working days of your request for a review.
Where applicable, you may also have access to independent dispute resolution or ombudsman-style services, or to any alternative dispute resolution scheme referred to in your contract for removal services. Details of any such schemes, where available, will be included in our final response or can be obtained from us on request.
If your complaint involves alleged loss of or damage to goods during a removal, this will also be considered under the terms and conditions of your contract and any insurance policies in place. You may be asked to provide:
Proof of ownership and value.
Photographs or descriptions of the damage.
Evidence of the condition of items before the move, where available.
We will assess such claims in line with our contractual responsibilities and any applicable insurance cover. In some cases, claims may be referred to insurers or to an appointed loss adjuster for further review.
All complaints will be handled in confidence and in accordance with relevant data protection laws. Information will only be shared internally with staff who need it to investigate and resolve your complaint, or externally where required by law or with your consent.
We regularly review complaints received about our removal services in Lambeth and nearby areas to identify trends, training needs and opportunities to improve our processes. Lessons learned from complaints are used to enhance customer service, staff training, communication, and the safe handling and transport of goods.
By following this complaints procedure, we aim to provide a clear, fair and accessible route for customers to raise concerns and to ensure that every complaint is treated as an opportunity to improve the quality of our removal services.
Call one of the cost-effective removal companies Lambeth for all of your moving needs in SW9 area.
| 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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