London Removals and Storage is committed to providing a reliable, professional service for home and business moves and storage. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put matters right and improve our services. This complaints procedure explains how you can tell us about a concern, how we will respond, and what you can expect from us at each stage.
We aim to handle all complaints promptly, fairly, and consistently. We will listen carefully to what you tell us, investigate thoroughly, and provide a clear response. Our goal is always to resolve issues at the earliest possible opportunity, whether they relate to a local household move, a business relocation, or storage arrangements.
A complaint is any expression of dissatisfaction about our removals or storage services where you would like a response. This can include issues such as the standard of packing or handling, punctuality, communication before or during your move, storage access or condition, billing queries, or the conduct of our staff or contractors.
We welcome feedback of all kinds. If you simply wish to make a suggestion or comment that does not require a formal response, we will still record it and use it to help us improve.
In many cases, concerns can be resolved quickly and informally. If an issue arises during your move or while your goods are in storage, please speak to the team on site or your usual contact at London Removals and Storage as soon as possible. They will do their best to resolve the matter straight away, such as clarifying arrangements, adjusting a schedule, or correcting any obvious mistakes.
If you are not satisfied with the response you receive at this stage, or if you prefer not to raise the matter informally, you can use our formal complaints procedure set out below.
You can make a formal complaint in writing. Please include your full name, the address associated with your move or storage, any reference number provided to you, and a clear description of your concerns. It is helpful if you tell us what outcome you are seeking, such as an explanation, an apology, remedial work, or a review of charges.
Where possible, please raise your complaint within a reasonable time after the issue occurs. This enables us to access relevant records, contact staff who were involved, and investigate more effectively.
Once we receive your complaint, we will acknowledge it and start an internal review. Our typical process is as follows.
First, we will confirm that we have received your complaint and may ask for any additional information or evidence that would help us understand your concerns. This may include photographs, inventories, correspondence, or insurance details relating to your removal or storage.
Second, your complaint will be assigned to an appropriate manager who was not directly involved in the original issue, where possible. They will review your booking, survey notes, agreed services, terms and conditions, and any relevant communications. If needed, they may contact you to discuss the complaint in more detail.
Third, once the investigation is complete, we will provide you with a written response. This will set out our understanding of your complaint, the steps we have taken to investigate it, our findings, and any actions we propose to resolve the matter.
We aim to acknowledge all formal complaints promptly. We also aim to provide a full written response within a reasonable period, depending on the complexity of the complaint and the availability of information. If we are unable to provide a full response within our usual target timescales, we will let you know and keep you updated on progress.
Our response will depend on the nature of the complaint and the outcome of our investigation. Possible outcomes may include an explanation of what happened, an apology, corrective action such as additional work or rectification, a review of service charges, or guidance on how to proceed with any relevant insurance claim if applicable.
Where we identify that our service has fallen short of our standards, we will take steps to prevent a recurrence. This may involve changes to our processes, additional training for staff, or adjustments to how we plan and manage removal and storage services.
If you are not satisfied with our initial response, you can ask for your complaint to be reviewed by a more senior manager within London Removals and Storage. When you do so, please explain why you remain unhappy and what further outcome you are seeking.
The senior manager will review the handling of your complaint, the evidence considered, and the decision made. They may contact you for further clarification. Following this review, we will provide you with a final written response setting out our position.
This complaints procedure is designed to be accessible and clear for all our customers using our removal and storage services in and around London. You will not be treated less favourably because you have raised a concern or made a complaint in good faith. We view complaints as an opportunity to learn and improve, and we appreciate you taking the time to tell us when something has not met your expectations.
If you have any questions about this complaints procedure or how it applies to your particular move or storage arrangement, you can contact us for clarification before submitting a formal complaint. We are always willing to explain our processes and to work with you towards a fair resolution.
London Removals and Storage keeps this complaints procedure under regular review to ensure that it remains clear, effective, and appropriate for the range of local and regional removal and storage services we provide. Any changes will apply to future complaints and will be available for customers to read before or during their booking.
