Complaints and Claims Policy

Last updated: 22 July 2026

We want to put things right if something has gone wrong. This policy explains how to raise a complaint or report a claim, and what you can expect from us afterwards.

What This Covers

This policy applies to complaints about our service, and to claims involving loss, damage, shortage or delay affecting a Same Day Courier, Removals or Managed Storage booking. A complaint and a claim can exist at the same time, and you do not need to work out which category applies before contacting us — we will do that.

How to Contact Us

You can raise a complaint or report a claim by:

• Phone or WhatsApp: 07393 207202.
• Email.
• Letter.
• Any customer hub we provide.

If you call us, we will keep a written record of what you tell us.

Reporting Loss or Damage

Where possible, please:

• Note any visible loss or damage at the point of collection or delivery, without delaying safety-critical work.
• Report damage that was not visible at handover as soon as reasonably possible after you discover it.
• Keep packaging and the damaged item where possible, and avoid repairing or disposing of it before we have had a chance to look at it, unless this is necessary to prevent further loss or danger.
• Send us photographs, a description of the item, and proof of value or ownership where relevant.

As an internal guide, we encourage reporting damage that was not visible at handover within 7 calendar days of discovery. This is a guideline to help preserve evidence, not an automatic deadline — a later report does not automatically remove your rights, although it may affect our ability to investigate fully.

What Happens After You Contact Us

1. Acknowledgement — we aim to acknowledge your complaint or claim within 3 business days.
2. Information — we may ask for further information or evidence to help us investigate.
3. Investigation — we review the relevant booking, photographs, driver records and any other available evidence.
4. Updates — while your case is open, we aim to update you at least every 10 business days.
5. Decision — we aim to reach a decision within 20 business days where reasonably possible, and to issue a final response within 8 weeks.

These are internal service targets to help us respond promptly, not guaranteed legal deadlines — some cases, particularly those requiring insurer or third-party input, may take longer, and we will explain why and give you an updated timeframe.

Possible Outcomes

Depending on the circumstances, an outcome may include: no liability found, an apology or service correction, repeating or completing the service, a partial or full refund, a contribution towards repair or replacement, an insurer-managed settlement, or another agreed resolution. Where we propose a full and final settlement, we will explain it clearly and will only treat it as final once you have clearly accepted it.

If You Are Not Satisfied

If you are unhappy with our final response, please tell us and we will review it again. Where an alternative dispute resolution (ADR) scheme applies to your complaint, we will tell you and provide the relevant details. Nothing in this policy affects your right to take independent legal advice or to bring a claim through the courts.

Contact Us

For any complaint or claim, contact us on 07393 207202.