Complaints

Complaints Procedure

If something isn't right, we want to hear about it — and put it right.

If something isn't right

We plan every move to avoid problems, but if something does go wrong we want to hear about it and put it right. We treat every complaint seriously and fairly.

How to tell us

Contact us as soon as you can:

Please include your move reference, the date of your move and a description of what happened, so we can look into it quickly.

How we handle it

  1. Acknowledgement. We'll acknowledge your complaint within CLIENT TO CONFIRM: e.g. 3 working days.
  2. Investigation. We'll look into what happened and aim to respond fully within CLIENT TO CONFIRM: e.g. 10–14 working days, or tell you if we need longer.
  3. Resolution. We'll explain our findings and what we propose to put it right.

Taking it further

CLIENT TO CONFIRM: once MÜVR is a member of BAR or NGRS, add the relevant independent Ombudsman as the Alternative Dispute Resolution route here — e.g. the Furniture & Home Improvement Ombudsman for BAR members, including the referral window. Until membership is in place, MÜVR cannot claim an Ombudsman route it does not have.

Note: disputes about loss or damage covered by insurance are handled through the insurance claim rather than the complaints process.

We'd rather get it right first time.
Every move is planned and managed to avoid problems — but if you ever need us, you'll know exactly who to call.