Surrey Hills Removals Limited T/A Manns Removals

Thank you for review, and I can only apologise that we did not respond back to you following your call. It is frustrating that we should fail at this point, because I know you were very happy with the rest of the move, and wrote some very kind comments on completion. I believe we have spoken since, and you don't believe there is anything missing or damaged. I'm also sorry that we couldn't come back to pick the balance of the boxes up - we did remove as many as possible over the three days of delivery , but it would not have been viable to come back for the rest with the distance involved. I can accept we should be marked down for this, but still hope that your overall experience with us was a positive one.

We are sorry to read your review for your move last July. We had a number of email exchanges to address your concerns back then, which we thought had brought the matter to its conclusion with the payment agreed and made. Your move was challenging, even for an experienced removal firm. Our staff turned up to deal with the move and faced unexpected situations. They packed your belongings as best they could under the conditions. You expressed your dissatisfaction in a number of emails, and whilst we disagreed with some of your claims and allegations, we did make a compensation payment of £200. You had turned down our offer of insurance, so the British Association of Removers recommended terms & conditions limit our liability to £40 per item damaged. You were paid this in full, as agreed between us. It is over 7 months since your move, and we can only apologise if you still have unresolved issues. We have taken learnings from the experience and how we dealt with your complaint. However, if you still feel your treatment has been unfair, the BAR have an independent Ombudsman scheme to adjudicate in such matters.

Firstly can I say how sorry I was to read your review. Having spoken to Will, he thought that you were very happy with the service, especially with your kind gesture at the end of the move. Whilst unpacking he was aware that a bowl & plate had been chipped, and advised you to contact our office so it could be resolved. He was not aware of any other damage. Whilst we would normally send a porter with our driver, we had just gone into the second lockdown, and only essential travel was permitted. The British Association of Removers was advising us to ask for assistance from local members, rather than send additional staff through and the ferry company was limiting berths to one driver, so I felt it was a responsible choice. I am sorry that I did not make you fully aware of this. We follow up after every move to check all went well, (including a link to Which?), and would obviously have appreciated any comments at that time. As this review is your first contact, I am not sure if there are other issues to be addressed. So I can only offer my apologies if our service did not match your expectations.

We were all taken aback by this review. It’s not something we would expect to read about any removal company, let alone ours. As the owner of the business I contacted Which? to ask for some more details, as we had no record of any customer who had ever given us this sort of feedback. Unfortunately I was informed that he did not want to volunteer any more information. We undertake over 350 moves every year, and make huge efforts to maintain the very highest levels of customer satisfaction. If there is ever a problem, for whatever reasons, we want to sort it out. We are very aware how easy it is for disgruntled people to put up a bad review, but we are in the difficult position of not having any right of reply. We don’t know who this is or what has happened, but I really do not think I would have a business if I had a moving team offering this level of service. If I could please ask for some more details, I can promise to provide you with a proper response. Thank you, Nick Caporn.