The complaints
Not a list of things we sell. A list of the ways a removal goes wrong, with what is actually done about each — which is a less flattering page and a more useful one.
No firm is named anywhere on this site. These are the failure modes of the trade, ours included.
Things broken in transit, or unaccounted for after storage.
Packing, protection and cover
The most frequent complaint in the trade and the one with the clearest causes: the wrong materials, cartons packed too light, and a load that shifts because nothing was strapped. All three are decisions rather than accidents.
What is done about it →Storage with a real inventory
What goes wrong in storage is almost never theft. It is that nobody wrote down what went in, so months later there is no way to establish what should have come out. The list is the service.
What is done about it →Days that overran, and figures that moved after the survey.
Scoping, crew size and the start
A crew still carrying at dusk is a scoping failure that happened weeks earlier — an unseen loft, a crew sized from a bedroom count, or a start time set for convenience rather than for the road.
What is done about it →A survey, and a written quotation
The complaint that does the most damage to trust, and the easiest to design out. A figure produced without a survey is an estimate wearing a quotation's clothes, and it moves because it was never fixed.
What is done about it →Things left behind, and nobody saying anything about it.
An inventory and a walk-through
The loft, the shed, the cupboard under the stairs, and the thing the crew thought was rubbish. Every one of them is prevented by a list made at the property and a walk-through before the vehicle leaves.
What is done about it →One contact, and bad news early
Rarely the headline complaint and almost always underneath it. People forgive a problem and remember silence, so there is one named person on every job and bad news travels immediately rather than at the end.
What is done about it →Four things. The measured volume, taken with a tape rather than inferred from a room count. The access at both ends, including carrying distance and stairs. How much packing you want. And whether anything is being held in between.
How urgent it sounds is not among them. Nor is what you told us over the phone before anybody had looked — which is the origin of the third complaint on this page and the easiest of all of them to design out.
No price, rate card or transit time appears anywhere on this site, because none of them is knowable before a survey. Begin on the quote form, or read the questions page.
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.