This complaints procedure explains how customers of our removal services in and around Canary Wharf can raise concerns and how those concerns will be handled. Our aim is to resolve issues quickly, fairly and transparently, while using the outcome to improve our home and office removals, packing and storage services.
The purpose of this procedure is to provide a clear and accessible route for customers to report dissatisfaction with any part of our removals service. This may include moving day operations, packing, storage, delivery, conduct of staff, or administration such as quotations and invoicing.
We are committed to:
• Treating all complaints seriously and with respect
• Acknowledging mistakes where they occur and putting them right where possible
• Learning from feedback to improve our removal services in the Canary Wharf area
A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service, actions or lack of action by our company or our representatives. This includes, but is not limited to:
• Concerns about how your belongings were handled or transported
• Alleged loss or damage to items during a move or while in storage
• Delays, missed arrival windows, or failed agreed timescales
• Behaviour or conduct of removal crews or office staff
• Disputes regarding charges, estimates or payment terms
Simple requests for information or minor issues resolved immediately do not usually need to go through the full complaints procedure, unless you specifically ask for a formal complaint to be logged.
You can raise a complaint using any of the usual contact channels you have previously used with us, such as written correspondence or through your existing booking contact. When submitting a complaint, please include:
• Your full name and the address where the removal service took place
• The date of your move or the relevant service
• A clear description of the issue you experienced
• Any supporting details, such as inventory lists, photographs, or reference numbers
• What outcome or resolution you would consider fair
Providing as much detail as possible at the start helps us investigate more quickly and thoroughly.
We recommend that complaints are submitted as soon as reasonably possible after the issue arises. For physical damage or loss related to a move, we ask that you notify us as soon as you become aware of the problem so we can investigate while records, logs and crew recollections remain clear.
Delays in reporting may limit the options available for investigation, especially regarding claims for damage or loss. However, we will always consider the circumstances and any supporting evidence you can provide.
Once we receive your complaint, we will log it in our internal system and provide an acknowledgement. The acknowledgement will confirm that your complaint has been received, outline the next steps, and give an indication of expected timescales for a full response.
In some cases we may need to contact you for further information or clarification before the investigation can proceed.
All complaints are reviewed by a responsible manager who was not directly involved in the incident wherever possible. The investigation may include:
• Reviewing your booking details, inventory and service records
• Speaking with the removal crew or office staff involved
• Examining any photographs, damage reports or delivery notes
• Considering the terms and conditions agreed at the time of booking
Our goal is to gather a complete and balanced view of what happened, so we can reach a fair conclusion.
After the investigation is complete, we will send you a written response setting out:
• Our understanding of your complaint
• The steps taken during the investigation
• Our findings and conclusions
• Any proposed resolution or corrective action
Depending on the circumstances, outcomes may include an explanation, an apology, corrective actions to prevent recurrence, service amendments, or where appropriate, discussion of compensation in line with our terms and conditions and any applicable insurance cover.
We aim to resolve most complaints within a reasonable period from the date we receive all relevant information. Complex cases, particularly those involving multiple parties or detailed assessment of damage or loss, may take longer. If there is a delay, we will keep you informed of progress and provide updated timeframes.
If you are dissatisfied with our response, you may request that your complaint be reviewed at a higher management level. When requesting a review, please explain which aspects of the decision you disagree with and provide any further evidence you believe is relevant.
We will then carry out a secondary review and provide a final written response. This internal process is designed to ensure your concerns are considered thoroughly and impartially within the company.
We regularly review complaints and feedback relating to our removal and storage services in the wider Canary Wharf area. Trends or recurring issues are analysed and used to inform staff training, updates to procedures, and improvements to communication, scheduling and handling practices.
Your feedback helps us maintain safe, reliable and professional moving services for households and businesses. We appreciate the time taken to raise concerns and are committed to dealing with every complaint courteously, consistently and fairly.
All complaints are handled in line with our data protection obligations. Information you provide will be used only for the purpose of handling your complaint, improving our services and meeting any legal or regulatory requirements. Details are shared internally only with staff who need them to investigate and resolve the matter.
By following this complaints procedure, we aim to ensure that any issues arising from your move are addressed properly, and that our customers across the Canary Wharf area can have confidence in how their concerns will be managed.
If you are after the most expert removal companies Canary Wharf, then our company in E14 is the one you should call today. You will be gladly impressed with our cost-effective services.
| 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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