This complaints procedure explains how customers using our removal services in Catford and the surrounding areas can raise concerns, how we will respond, and the steps we will take to resolve issues fairly and promptly. Our aim is to provide a transparent, accessible, and straightforward process for all customers.
We are committed to providing a professional, reliable and courteous removals service. If something goes wrong, we want to know so that we can put it right and improve our service. All complaints are taken seriously, treated with respect and handled in line with this procedure.
We will always aim to:
Listen carefully to your concerns, investigate thoroughly and respond in a clear and timely manner. Keep you updated throughout the process. Reach a fair outcome based on the facts. Use feedback to review and improve our services across Catford and nearby locations.
This complaints procedure applies to all domestic and commercial customers who use our removal services, including packing, loading, transport, storage, and delivery. You can use this procedure to complain about service quality, staff behaviour, delays, communication, damage or loss of goods, or any other aspect of our service that has left you dissatisfied.
In many cases, issues can be resolved quickly and informally. If you experience a problem on moving day or during a survey, please raise it with the team on site or with the coordinator you have been dealing with. They will do their best to resolve the issue straight away.
If you are not satisfied with the informal response or if the issue is more serious, you can follow the formal complaints procedure described below.
You should submit your complaint as soon as reasonably possible after the issue arises, and ideally within a short time of your move. Providing clear and detailed information will help us investigate effectively.
When making a complaint, please include the following information:
Your full name and address. Details of your removal booking, including dates and applicable locations. A clear description of the issue, including what happened and when. The names of any staff involved, if known. Any supporting information, such as inventory notes, photographs, or written correspondence. What outcome you are seeking, for example an explanation, apology, corrective action or compensation where appropriate.
Once we receive your formal complaint, we will acknowledge it and begin our investigation. We will review your booking details, speak to staff involved, and examine any relevant documents or records from your move.
We aim to provide a full written response within a reasonable time. If the matter is complex or requires additional investigation, we will let you know and keep you updated on progress. Our response will explain our findings, whether your complaint is upheld in full or in part, and what steps we propose to take.
Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:
A clear explanation of what happened and why. A formal apology where we have fallen short of our standards. Practical steps to put the issue right where possible. Consideration of compensation, in line with our terms and conditions and any applicable insurance cover. Changes to our procedures or staff training to avoid similar issues in future.
If you are unhappy with our initial response, you can ask for your complaint to be reviewed. When requesting a review, please explain why you are dissatisfied and provide any additional information that you think is relevant.
The review will normally be carried out by a senior member of our team who was not directly involved in handling your original complaint. They will examine the investigation, the evidence and our decision, and will issue a final response setting out their conclusions.
We encourage customers to report issues as soon as possible, especially where damage or loss is involved. Prompt reporting helps us to gather accurate information and may affect what we are able to do under our terms, conditions and any insurance arrangements.
Please keep any relevant documents or evidence safe, such as removal paperwork, inventories, photographs of any damage, or correspondence. These can be important in helping us reach a fair decision.
We recognise that moving home or business premises can be stressful, and problems can be particularly upsetting. Our team will always treat you with courtesy and respect throughout the complaints process, and we ask that customers treat our staff in the same way.
We will not refuse to consider a complaint because it is critical of our service, but we may bring the process to a close if communication becomes abusive, threatening or unreasonable.
Every complaint gives us an opportunity to learn and improve. We regularly review complaints received from customers in Catford and surrounding areas to identify patterns, training needs and areas where our procedures can be strengthened.
We are committed to maintaining high standards across all aspects of our removals and storage services. Your feedback, whether positive or negative, plays an important role in helping us achieve this.
This complaints procedure is designed to be clear and easy to understand. If you require assistance to raise a complaint, or need information in an alternative format, please let us know and we will do our best to assist. We want all customers to be able to access and use this procedure without difficulty.
By setting out these steps clearly, we aim to offer reassurance that any concerns about our removal services will be handled fairly, transparently and with the seriousness they deserve.
Many removal companies Catford offer moving services in SE6, but only our movers provide you with cheap and smooth relocation. Do not hesitate to book us today.
| 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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