Legal
Complaints procedure
If something went wrong on your move, we want to hear about it directly — not read it in a review first.
How to raise a complaint
Email info@aceukremovals.co.uk with the word “Complaint” in the subject line, or call 07432 208003 during opening hours (Mon–Sat 7am–8pm · Sun 8am–6pm).
Please include, where you have it:
- Your booking reference and the date of the move
- What happened, and which part of the service it relates to
- Photographs, if the complaint concerns damage
- What you would like us to do about it
If your complaint concerns damage, tell us as soon as you notice it and before the item is moved again or repaired, so we can see it as it was left.
What happens next
- Within 2 working days — we acknowledge your complaint and tell you who is handling it.
- Within 10 working days — we give you a full written response. If we need longer, we will say so and explain why.
- If you are not satisfied — reply and ask for the decision to be reviewed by the business owner. That review is completed within a further 10 working days.