Complaints procedure

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.

• 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.

If you remain unhappy after our final response, you can seek independent advice from Citizens Advice, which provides free guidance on consumer rights in the UK. Nothing in this procedure affects your statutory rights under the Consumer Rights Act 2015.

See our Terms of Service for what we are and are not liable for.