Complaints policy
We take complaints seriously. Here's exactly what happens when you raise one.
Step 1, Tell us
Email complaints@imovers.co.uk within 14 days of your move with your booking reference and a description of what went wrong. We acknowledge within one business day.
Step 2, Investigation
We investigate within 10 business days. That includes speaking to the assigned partner, reviewing the booking record, and (where appropriate) reviewing CCTV or vehicle telematics.
Step 3, Resolution
We respond in writing with our findings and any proposed remedy, refund, repair, replacement, or other form of redress. If you accept, we action it within 5 business days.
Step 4, Escalation
If you remain unhappy, you can escalate to the British Association of Removers' Alternative Dispute Resolution scheme. We'll provide their current contact details on request.
iMovers Ltd. is committed to fair, prompt and proportionate complaint handling. Our aim is to resolve every complaint at Step 3.