Complaints Procedure
Last updated: 8 September 2026
If something has gone wrong, we would rather hear about it than not. Most problems are sorted out with one phone call. Here is what happens if it needs more than that.
Step 1 — tell us
Email Office@Movedayremovals.com or call 0737 862 6882. Please include your job reference (it starts MD-), what happened, and what you would like us to do about it. Photographs help enormously if something has been damaged.
Damage or loss claims have a time limit. Tell us within 7 days of the delivery date, in writing, so we can look into it while the evidence is still fresh. Later claims may not be covered by our insurance.
Step 2 — we acknowledge it
We will confirm we have received your complaint within 3 working days and tell you who is dealing with it.
Step 3 — we investigate
We will speak to the crew, look at the paperwork and any photographs, and come back to you with our answer within 14 working days. If it is complicated and we need longer, we will tell you why and give you a new date.
Step 4 — if you are still not happy
Write to us again and ask for the complaint to be reviewed by a director. We will look at it afresh and reply within a further 14 working days. That is our final response.
Taking it further
If we cannot resolve it between us, you have options:
- Citizens Advice — free, impartial guidance on 0808 223 1133 or at citizensadvice.org.uk.
- The courts — you can bring a claim in the county court. The small claims track is designed to be used without a solicitor.
- Your insurer — if you have separate contents or transit cover, it is worth checking whether it applies.
Complaints about your information
If your complaint is about how we have handled your personal data, our Privacy Policy explains your rights and how to complain to the Information Commissioner’s Office.