This complaints procedure explains how customers using our removal services in Finchley and surrounding areas can raise concerns, how we will respond, and the steps available if you remain dissatisfied. Our aim is to handle every complaint fairly, transparently, and as quickly as reasonably possible.
We are committed to providing a professional, reliable and careful removals service. If something goes wrong, we want to know about it so we can put matters right where possible and improve our service. All complaints are taken seriously and are handled in a respectful and non-discriminatory manner.
You will not be treated unfavourably for making a complaint. We view feedback, both positive and negative, as an important part of maintaining high standards for home and office removals in Finchley and beyond.
This procedure applies to complaints about our conduct, service quality, communication, timekeeping, packing and handling of goods, and any other concerns related to work we have carried out or agreed to carry out. It applies to customers who have requested a quotation, have a booking in place, or have already had their move completed.
Issues relating to loss or damage to goods may also be subject to the terms and conditions of your contract and any applicable insurance policy. This procedure works alongside those terms but does not replace or override them.
You can raise a complaint verbally or in writing. We encourage you to set out your concerns clearly and as soon as possible after the issue arises, so that we can investigate effectively. When submitting a complaint, please include the following information where possible:
The name the booking was made under, the moving date or proposed date, the collection and delivery addresses, a clear description of what went wrong, including relevant times and events, and details of any losses, damage or inconvenience you believe resulted from the issue.
If you are making a complaint on behalf of someone else, please confirm that you have their permission to act for them.
To help us investigate thoroughly, we ask that complaints are raised within a reasonable period of time. For issues such as delays, conduct of staff, or service quality, we recommend raising your concerns within 14 days of your move. For matters relating to loss or damage to goods, the time limits specified in your contract and any insurance documentation may apply.
If you are unsure whether you are still within the relevant timeframe, you should still contact us. We will advise whether we are able to investigate and what options may be available.
Once we receive your complaint, we will acknowledge it and begin an initial review. Where your complaint is made verbally, we may ask you to confirm key details in writing so that we have an accurate record of your concerns.
We will normally:
Record your complaint in our internal system, review your booking details, inventory, and any notes from our removal team, contact any staff involved for their account of events, and, where appropriate, request photographs or other evidence of any alleged damage.
We aim to provide a full written response within 10 to 14 working days of receiving all relevant information. If we need more time, for example because the matter is complex or key staff are temporarily unavailable, we will let you know and provide an updated timescale.
After investigating, we will provide a clear response setting out our understanding of the complaint, the outcome of our investigation, any steps we have already taken or will take to put things right, and any changes we intend to make to prevent similar issues in the future.
Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology where appropriate, corrective action to complete or improve the service, and consideration of compensation in line with our terms and conditions and any applicable insurance policy.
If you are unhappy with our response, you may request that the complaint is reviewed by a more senior member of our team. Please explain which parts of the outcome you disagree with and why, and provide any additional information you feel is relevant.
The reviewing manager will reconsider the complaint, which may involve a further examination of documents and discussions with staff involved. A final response will then be issued setting out the result of this review.
If, after our internal process is complete, you remain dissatisfied, you may wish to seek independent advice. Depending on the nature of your complaint and the contractual arrangements in place, you may have options such as using an alternative dispute resolution provider or seeking legal advice.
Any right to escalate your complaint externally will depend on current legislation, regulatory frameworks and the specific terms of your agreement with us. Our final response will outline any options that we are aware may be available to you.
All complaints are handled in confidence. Information related to your complaint will only be shared with staff or third parties where necessary to investigate and resolve the matter, or where we are legally required to do so.
We will handle personal data in accordance with applicable data protection laws. Information from complaints may be used internally to monitor service quality and train staff, but individuals will not be identified in any reporting that is not directly connected with investigating or resolving the complaint.
We regularly review complaints received about our removal services in Finchley and surrounding areas to identify patterns or recurring issues. This helps us to improve our systems, staff training, and day to day operations. By following this complaints procedure, you help us maintain and raise the standards of service we provide to all customers.
We pride ourselves in offering tghe cheapest services that are above and beyond any other removal companies in Finchley, N2.
| 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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