Complaints Procedure

Our Complaint Handling Policy

At Heads Removals & Storage, we take pride in delivering a professional and reliable service. However, if something doesn’t meet your expectations, we want to know. Your feedback helps us maintain and improve our high standards.

How to Make a Complaint

1. Submit Your Complaint by Email or Text

All complaints must be submitted in writing via email or text message within 7 calendar days of your move.

Email: headremovals@hotmail.com
Phone: 07824 707423

Verbal complaints cannot be accepted. The date your written complaint is received will be recorded as the official complaint date.

2. Provide Full Details

Please include:

Your full name and contact information
The date and address of the move
A clear description of the issue
Any relevant photos or supporting documents (if applicable)

3. Our Response

We aim to acknowledge all complaints within 3 working days and provide a full written response within 14 working days, after a thorough internal review.

4. Resolution

If we find that our service did not meet the expected standards, we will take appropriate action. This may include an explanation, an apology, corrective steps, or compensation — in line with our Terms and Conditions 2025.

5. Escalation

If you are not satisfied with our final response, you are welcome to seek independent advice. Your statutory rights remain unaffected.

Your peace of mind shall start at the first point of contact — and continue through every stage of your move.

Contact us for a free quotation

Area of coverage

Heads Removals cover moves nationally, from our base in East Kent, including local moves in Margate, Ramsgate, Broadstairs, Sandwich, Canterbury, Herne Bay, Whitstable, Deal, Dover, Folkestone, Wingham, Eastry, Shepherdswell, Blean, Boughton, Herne and Hawkinge.