Our Complaints Procedure — How to Complain About a Removal Company
24-hour acknowledgement, 7-working-day resolution target, and independent ADR access if we cannot resolve it between us.
When a removal does not go to plan, you deserve a clear process — not a runaround. This page sets out exactly what happens when you raise a concern with Giant Van.
This page sets out exactly how to make a formal complaint, what timescales we commit to, what your rights are under the Consumer Rights Act 2015, and what happens if we cannot resolve things between us. As a complaints procedure removal company customers can trust, Giant Van's removal dispute resolution flow is documented, time-bound, and independent at the final step.
Who This Procedure Applies To
This procedure covers all Giant Van services:
House removals
Domestic moves of any size across the UK.
Man and van
Smaller moves and single-item deliveries.
Office removals
Commercial and business relocations.
Packing services
Professional packing and unpacking.
Storage
Short-term and long-term storage solutions.
Furniture delivery
Specialist furniture transport.
Fragile and high-value items
Specialist handling for antiques, artwork, and valuables.
If your complaint relates to physical damage to or loss of belongings, our separate claims process may be the more appropriate starting point — that path handles removal company claims and removal company compensation enquiries with the same fairness as this complaints procedure.
Complaints vs Claims — Which Process Do You Need?
| Complaint | Claim | |
|---|---|---|
| Relates to | Service quality, conduct, communication, punctuality, or professionalism | Physical damage to, or loss of, belongings during transit or storage |
| Example | Crew arrived 3 hours late without notice; items left behind | Sofa scratched in transit; box of glassware broken |
| Typical outcome | Formal apology, service credit, partial or full refund, process improvement | Financial compensation, repair cost, or replacement value |
| Where to go | This complaints procedure | Claims process · Insurance details |
Not sure which applies? Call +44 7414 655129 or visit our help centre and we will point you in the right direction — whether your situation is a service complaint or a damaged goods complaint, the team will route you correctly.
How to Make a Formal Complaint
| Method | Details | Response Time |
|---|---|---|
| Online Form | Submit a Complaint | Acknowledgement within 24 hours |
| Use the online form or call us | Acknowledgement within 24 hours | |
| Phone | +44 7414 655129 — Mon–Sat, 8am–6pm | Immediate verbal acknowledgement |
| Live Chat | Available via our contact page | Immediate during business hours |
What to include in your complaint:
- Your booking reference number
- Date of service
- A clear description of the issue and how it affected you
- Supporting evidence — photographs, correspondence, or delivery notes
- The outcome you are seeking (refund, apology, compensation, etc.)
- Your preferred contact details for our response
The more detail you provide, the faster we can investigate and resolve your complaint.
What to Do If a Removal Company Damages Your Belongings
If a removal company damaged my belongings — that is the search a lot of customers hit this page with. If belongings are damaged during your move, taking the right steps at the time makes a significant difference. Giant Van's moving company complaint procedure for damage runs in five short steps:
Photograph the damage immediately
Before items are moved again or wrapping is discarded.
Note damage on delivery paperwork
Do not sign to confirm receipt in good condition if you have concerns.
Report it in writing within 7 days
Contact our complaints team with your photographs and booking reference.
Keep damaged items
Do not dispose of or repair anything until the claim is settled, as this may affect your entitlement.
Obtain repair quotes if applicable
Written estimates from a qualified repairer support your case.
Under the Consumer Rights Act 2015 (Section 49), removal services must be performed with reasonable care and skill. If they were not, your statutory rights entitle you to remedy — either repeat performance at no cost (Section 54), or a price reduction of up to 100% of the fee paid where repeat performance is not possible. For financial compensation covering the cost of damaged items, see our claims process and insurance information.
Our Complaints Resolution Timeline
- Stage 1
Acknowledgement (Within 24 Hours)
On receipt of your complaint you will receive:
- A unique complaint reference number
- The name of your assigned complaints handler
- Confirmation of the process and timescales
- Stage 2
Investigation (Working Days 2–5)
Your handler reviews all relevant records: booking documentation, crew statements, GPS and scheduling logs, photographic evidence, and previous correspondence. Where needed, operational managers and senior leadership are consulted.
- Stage 3
Resolution Proposal (Within 7 Working Days)
We will contact you with a proposed resolution. Depending on the circumstances, this may include:
- A formal written apology
- A partial or full refund of the service fee
- A service credit towards a future booking
- Financial compensation for proven loss or damage
- A combination of the above
- Stage 4
Final Response (Within 14 Working Days)
If informal resolution is not agreed, you will receive a formal written final response. This sets out our findings, the resolution we are offering, and full details of your right to escalate to an independent body — including our approved ADR provider.
Your Rights Under the Consumer Rights Act 2015
If you have raised a complaint and Giant Van has not met the standard required by the Consumer Rights Act 2015, you have specific enforceable statutory rights — these are not discretionary, they are your legal entitlement. Removal services are subject to the Consumer Rights Act 2015. Under this legislation, any service provided to a consumer must be:
Performed with reasonable care and skill (Section 49)
Our crew must take proper care of your belongings and property.
Carried out in line with information provided before booking (Section 50)
If we described the service in a certain way, we must deliver it as described.
Completed within a reasonable time (Section 52)
Where no specific time was agreed, the service must be completed in a reasonable timeframe.
Provided at the agreed price (Section 51)
We cannot charge more than the price agreed at the time of booking.
Your remedies if we fall short:
Repeat performance
We must redo the service, or the relevant part of it, at no additional cost. This is the first remedy under the Act.
Price reduction
If repeat performance is impossible or not carried out within a reasonable time, you are entitled to a price reduction. In the most serious cases, this can be up to 100% of the price paid.
Time limits: You generally have up to 6 years from the date of service to bring a breach of contract claim in England and Wales, and 5 years in Scotland.
For further guidance on your legal rights, see Citizens Advice or visit our safety and standards page.
Escalation Path — If We Cannot Resolve Your Complaint
We take every complaint seriously and aim to resolve all issues internally. If we are unable to reach a satisfactory resolution, you have the following escalation options — including independent mediation through BAR complaints handling and a removal company ombudsman-style ADR provider named in our final response letter:
- Level 1
Senior Management Review
Request a fresh review by a senior manager, who will respond within 5 additional working days. This must be requested before escalating externally.
- Level 2
British Association of Removers (BAR)
If you wish to escalate to an independent trade body, the British Association of Removers (BAR) provides an independent conciliation service for disputes that cannot be resolved directly. Contact BAR at bar.co.uk or call their consumer helpline.
- Level 3
Alternative Dispute Resolution (ADR)
Our final response letter will name our approved ADR provider. ADR is independent, impartial, free for consumers in most cases, and considerably faster than court proceedings. Providers may offer mediation, conciliation, or adjudication depending on the dispute; the ADR provider's decision may be binding.
- Level 4
Citizens Advice and Trading Standards
Citizens Advice provides free, impartial guidance on your consumer rights: call 0808 223 1133 or visit citizensadvice.org.uk. Trading Standards can be contacted via your local council or through the Citizens Advice consumer helpline; a trading standards complaint sits alongside BAR complaints and ADR as an external option for removal company claims that cannot be resolved internally.
- Level 5
Small Claims Court
As a last resort, you may issue a claim in the small claims court. In England and Wales, the limit is £10,000 for the small claims track; in Scotland, the Simple Procedure covers claims up to £5,000. Court action should only be considered after all other steps have been exhausted.
Where We Operate — Complaints Accepted Across All UK Locations
Giant Van provides removal services — and handles complaints — across the United Kingdom. Wherever your move took place, the same complaints procedure and legal rights apply. We regularly carry out moves in:
London
Manchester
Birmingham
Leeds
Bristol
Sheffield
Liverpool
Edinburgh
Glasgow
Cardiff
Nottingham
Leicester
Southampton
Newcastle
Brighton
Oxford
Cambridge
Reading
Coventry
Derby
and all surrounding areas
If your move crossed county or national borders within the UK, our procedure still applies in full. For international removals involving another country, contact our team for guidance on the applicable process.
How We Use Complaints to Improve Our Service
Every complaint is taken seriously, logged, and reviewed — not just resolved and filed away.
| What We Do | Why It Matters |
|---|---|
| Log every complaint with a unique reference | Creates a complete audit trail and prevents cases being overlooked |
| Root cause analysis on every case | Identifies whether an issue is a one-off or a systemic pattern |
| Individual crew and driver feedback | Addresses performance issues at the source |
| Training programme updates | Prevents the same issues from recurring across the business |
| Operational policy reviews | Adjusts processes when complaints reveal a gap |
| Quarterly senior management reporting | Leadership visibility of complaint trends and resolution rates |
You can read more about our standards on our about page or see what verified customers say on our reviews page.
Accessibility of This Procedure
We are committed to making this complaints procedure accessible to everyone:
Large print
Available on request by calling +44 7414 655129.
Translation
Written complaints in languages other than English can be accommodated; please state your preferred language when contacting us.
Telephone complaints
Call us to record your complaint verbally; our team will transcribe and confirm the details back to you.
Assisted submission
We will make reasonable adjustments for customers with disabilities who need help submitting a complaint.
Visit our help centre for additional support options.
Complaints Procedure — Common Questions
Call +44 7414 655129 or use our online complaint form — the same complaints procedure removal company customers follow whether the issue is a service complaint or a damage report. Include your booking reference, date of service, a description of the issue, any supporting photographs, and the outcome you are seeking. We acknowledge every complaint within 24 hours with a unique reference number and named handler.
If a removal company damaged your belongings: photograph the damage immediately, note it on delivery paperwork before signing, and contact our complaints team with your photographs and booking reference within 7 days. Keep the damaged items — do not repair or dispose of anything before the case is settled. Our claims process handles repair costs and replacement values under our goods-in-transit insurance.
Escalate in writing to senior management first. If unresolved, contact BAR (if your company is a member) for independent conciliation at bar.co.uk, then use the ADR provider named in the final response letter. Citizens Advice (0808 223 1133) and Trading Standards can also help. As a final option, small claims court covers disputes up to £10,000 in England and Wales — breach of contract removals cases can be brought up to 6 years from the date of service in England and Wales.
Contact Our Complaints Team
| Contact Method | Details |
|---|---|
| Online Form | Submit a Complaint |
| Use the online form or call us | |
| Phone | +44 7414 655129 — Mon–Sat, 8am–6pm |
| Help Centre | giantvan.com/help |