Our removals team aims to provide a reliable and professional service for every move in and around Colliers Wood. However, we recognise that occasionally things may not go as planned. This complaints procedure explains how you can raise any concerns with us, how we will respond, and what you can expect at each stage of the process.
This procedure is designed to give customers of our Colliers Wood removal services a clear and straightforward way to:
- Tell us when something has gone wrong
- Have their concerns taken seriously and handled fairly
- Receive a timely and reasoned response
- Understand the steps we will take to put things right where possible
A complaint is any expression of dissatisfaction about our removal or packing services, whether justified or not, that requires a response. This can include, for example:
- Concerns about punctuality or conduct of staff
- Issues with how belongings were handled, loaded, transported or unloaded
- Damage or loss of items during a move
- Disputes about charges or the scope of work agreed
- Problems with communication or booking arrangements
If you are unsure whether your issue is a complaint or a simple query, please raise it with us. We will treat it in the most appropriate and helpful way.
You can make a complaint in writing or verbally. We recommend putting your complaint in writing where possible so that we have a clear record of the issues and can investigate effectively.
When making a complaint, please include the following information where relevant:
- Your full name and address
- The date of your move and the collection and delivery locations
- A clear description of the problem and how it arose
- Any supporting details, such as an inventory, photographs of damage, or copies of written estimates and invoices
- What outcome you are seeking, for example an explanation, an apology, a correction to an invoice, or consideration of compensation
We encourage customers in Colliers Wood and the surrounding area to raise any concerns as soon as possible after the move so that we can investigate while details are still fresh.
Once we receive your complaint, we will:
- Record the details in our complaints log
- Assign a member of the team to review the matter
- Acknowledge your complaint within a reasonable timeframe, usually within five working days
In our acknowledgement we will confirm that we have received your complaint and outline the next steps, including an estimated timescale for our full response.
We will then investigate the issues you have raised. Depending on the nature of the complaint, this may involve:
- Reviewing your booking details and the written quotation
- Checking schedules, job sheets and any photographs taken by our crew
- Speaking with the removal team members involved
- Examining any evidence you have provided, such as photos or documents
- Considering any relevant terms and conditions or insurance provisions
We aim to complete our investigation and issue a full written response within 28 days of receiving your complaint. If the matter is complex and we need more time, we will let you know and provide an updated timeframe.
After our investigation, we will send you a clear and reasoned response that will usually include:
- A summary of the complaint and the issues considered
- The findings of our investigation
- Our decision and the reasons for it
- Any steps we propose to take to resolve the matter
Depending on the circumstances, outcomes may include:
- An explanation or clarification
- An apology where we are at fault
- Practical steps to correct an error
- A review or adjustment of charges where appropriate
- Consideration of compensation in line with our terms, conditions, and any applicable insurance arrangements
- Changes to our procedures or staff training to reduce the risk of similar issues in future
If you are not satisfied with our response at Stage Two, you may ask for your complaint to be reviewed at a higher level within our organisation. When requesting an escalation, please explain:
- Which parts of our response you disagree with
- Any information you feel we have overlooked
- What outcome you are seeking
We will then arrange for a senior member of staff, not previously involved in the handling of your complaint, to review the file, the evidence considered, and the decision reached. A further written response will be provided, normally within 21 days of your escalation request.
We ask customers to raise any complaints about our Colliers Wood removal services within a reasonable time, and in any event as soon as possible after the service has been completed. This helps us to investigate effectively and access relevant records and information. Claims relating to loss or damage may also be subject to specific time limits under our terms and conditions or any associated insurance policies.
All complaints are handled fairly and impartially. We do not treat customers differently for having raised a concern, and we take all feedback seriously as an opportunity to improve our home and office removal services.
We keep a record of each complaint, the steps taken to investigate it, and the outcome reached. Information is handled in line with data protection requirements and is only shared with those who need it to consider or respond to your complaint.
We regularly review complaints and feedback related to our Colliers Wood moves and surrounding areas to identify patterns or recurring issues. Where appropriate, we use this information to improve our booking processes, packing methods, vehicle loading practices, staff training and customer communication. Our aim is always to provide a smooth, efficient and respectful moving experience, and your feedback plays an important role in helping us achieve this.
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