Complaints Policy

How to raise an issue and how we handle it

Last updated: 2 February 2026

We aim to provide a reliable service. If something has gone wrong, we want to put it right as quickly and fairly as possible.

Please email: [email protected].

Email [email protected] and include:

  • Your name and best contact email
  • Move date (or service date) and addresses (pickup and delivery)
  • Booking reference / quotation reference (if you have one)
  • A clear description of the issue and what outcome you would like
  • Photos or supporting evidence (if relevant)

  • We acknowledge your complaint and review the details.
  • We may ask for additional information to properly investigate.
  • We aim to respond with a proposed resolution as soon as reasonably possible.

If your complaint relates to damage or loss, include photos and (where possible) proof of value or repair estimates. Claims and liability are handled in line with our Terms and Conditions and applicable law.

Related pages: Insurance & Liability and Terms & Conditions.

  • We assess what happened and whether we are legally responsible.
  • We may offer a practical remedy such as repair, replacement, partial refund, or re-performance (where appropriate).
  • We keep records so we can improve service and prevent repeat issues.

If we cannot resolve the issue informally, either party may pursue the matter through the courts in accordance with the governing law and jurisdiction clause in our Terms and Conditions.

Contact: [email protected]