Stephens Removals, which recently celebrated its 60th birthday, caught the attention of our judges with its superb customer service and creative use of the Which? Trusted Trader logo.

We caught up with Emma Knowles, operations manager of Stephens Removal , to find out more about the company’s journey and the benefits of being a Which? Trusted Trader.

Stand out from the crowd and become a Which? Trusted Trader today.

60 years of experience

The company started nearly 60 years ago when  young couple Peter and Marjorie gave up their day jobs and decided to start a new company. Peter had worked for his father and elder brother at W.J. Edwards Removals where Marjorie used to run the removals office.

After three years they were able to buy their first new truck. In 1965, Stephens Removals had three vehicles and later it developed capacity to offer storage for their clients, which was a real plus for the company. The company also acquired smaller removal companies with excellent reputations – A W Removals, Rooks Removals, Vousdens and recently Bramwells Removals – and the company hasn’t stopped growing since.

Stephens Removals has carried out removals for impressive clients such as the BBC’s Antiques Roadshow and also Special Services Group which involved deliveries to Downing Street, the Bank of England and Balmoral Castle, the royal family’s Scottish holiday home.

Trusted Trader account manager, Sara-Jane Tedd, was radiant when she heard the news: 'I'm really pleased for Stephens Removals winning this award.  It’s even more special as the company is celebrating 60 years of trading this year, so I know how much winning means to them! Very well deserved, well done to the whole team!’

Large enough to cope but small enough to care

Stephens Removals is a company that prides itself in putting customer service above all else. Testament to that is the fact that most of their customers are repeat clients or customers who have been recommended by friends and family.  ‘To us this means everything. We have no big marketing or advertising campaigns because our reputation speaks for itself.’

Happy consumers have also left glowing reviews: ‘Our house contents had to go into storage for a time. The team of Gary, John and Bradley moved us out. They were professional, efficient and very pleasant and eager to please.’

Other customers praised its staff: ‘Quality personnel doing a quality job. The office personnel I dealt with were available, knowledgeable and understanding.’

Emma told us how investing in people is a key part of the company’s success: ‘We take great care to employ staff who share our values of providing a good quality service with a positive and friendly approach.’

Customers value the Which? Trusted Trader logo

Stephens Removals is proud to be a Trusted Trader, and it shows. Staff display the iconic Trusted Trader logo on their uniforms.

Reflecting on the importance of being a Trusted Trader, Emma told us: ‘We have the Which? Trusted Trader logo everywhere we can. We even managed to get the logo onto our 60th celebration cake!’

Which? Trusted Trader status gives customers confidence

Stephens Removals stresses how the Which? logo is recognised throughout the UK and is well respected, giving consumers confidence and further reassurance. As an industry that looks after customers’ values, trust is paramount and consumers need to feel that everything is handled with the utmost care.

Emma also highlighted how thorough the process to become a Which? Trusted Trader was, but ‘totally worth it’. She referred that she’d be ‘disappointed if membership were easy to achieve and to keep’.

Do you think your company has what it takes to win? Read our guide on how to be the next Which? Trusted Trader of the Month.

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