Who will we actually be dealing with?

One named person for the whole job, from survey to invoice, reachable on the day. Not a general line that changes depending on who answers.

What happens if something goes wrong on the day?

You are told at the point we know, not at the end. That is a standing rule rather than a preference, and it applies to delays and to damage equally.

Do you confirm things in writing?

Anything agreed by phone is confirmed in writing afterwards — a changed time, an added item, a different address. It removes the whole category of "what was said".

How do we complain if we need to?

Write, and the terms set out the process and the time limits. A firm with no written complaints route is telling you how a complaint would go.

Will the same person handle it after we have paid a deposit?

Yes. The attentive-before, general-line-after pattern is one of the commonest things people describe, and it is exactly what one named contact is for.

What if we just want an update?

Ask. There is no charge and no limit on asking, and it is a great deal cheaper for everybody than the alternative.

Trust · F

Nobody told us anything

Read enough complaints about removals firms and this one is underneath most of the others. The delay was survivable. The breakage was survivable. What people remember is that nobody rang.

People forgive a problem and remember silence. That is the most useful thing anybody in this trade can know.

What is actually promised

One named person For the whole job, from the survey to the invoice.

Reachable Including on the day, and including when the answer is unwelcome.

Bad news immediately At the point we know it, not at the end when it is obvious.

Written confirmation Anything agreed by phone, confirmed in writing afterwards.

A plain complaints route Set out in the terms rather than buried or absent.

No disappearing after deposit The same person, before and after the money.

Why silence is the real failure

Because a problem you know about is a problem you can plan around. A delay communicated becomes a changed afternoon; a delay not communicated becomes four hours of a family sitting on a doorstep wondering whether anybody is coming.

The same is true of damage. Something broken and reported immediately is a claim. Something broken and discovered by the customer in a box is a betrayal, and it is remembered as one.

One named person, not a switchboard

The person who surveyed your job should be the person you can ring on the day. That continuity is not a luxury, it is what allows a question to be answered rather than relayed.

It is also the point at which most firms fail quietly: the attentive person before the deposit becomes a general office line afterwards.

Confirm it in writing

Anything agreed by phone — a changed time, an extra item, a different address — is confirmed in writing afterwards. It takes a moment and it removes the entire category of disagreement about what was said.

And a complaints route that exists

Set out in the terms, with the time limits stated, rather than buried or simply absent. A firm without a written complaints process is telling you something about how a complaint will go.

Nobody told us anything

Questions about nobody told us anything

Who will we actually be dealing with?: One named person for the whole job, from survey to invoice, reachable on the day. Not a general line that changes depending on who answers.
What happens if something goes wrong on the day?: You are told at the point we know, not at the end. That is a standing rule rather than a preference, and it applies to delays and to damage equally.
Do you confirm things in writing?: Anything agreed by phone is confirmed in writing afterwards — a changed time, an added item, a different address. It removes the whole category of "what was said".
How do we complain if we need to?: Write, and the terms set out the process and the time limits. A firm with no written complaints route is telling you how a complaint would go.
Will the same person handle it after we have paid a deposit?: Yes. The attentive-before, general-line-after pattern is one of the commonest things people describe, and it is exactly what one named contact is for.
What if we just want an update?: Ask. There is no charge and no limit on asking, and it is a great deal cheaper for everybody than the alternative.

Ask us the awkward questions

Will you survey before quoting. Will the crew who load us unload us. How many vehicles will our goods be on. What happens if the day overruns. Start there.

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