Effective Date: 03/02/2026

At MoveMate Relocation, we are committed to delivering high-quality services and customer satisfaction. We value all feedback, whether positive or negative, as it helps us improve our services. If you are not satisfied with the service you have received, we encourage you to follow the steps outlined below to submit a complaint.

1. How to Make a Complaint

If you wish to make a complaint, please follow these steps:

If you are dissatisfied with our services or have encountered an issue, please contact our Customer Support Team. We aim to resolve issues as quickly and efficiently as possible. You can contact us in the following ways:

Please provide the following details when submitting your complaint:

• Your full name
• Contact details (email, phone number)
• A clear description of the issue or concern
• The service you were using or the project involved
• Any relevant dates or references (e.g., booking number, transaction ID)

Step 2: Acknowledgement of Your Complaint

We will acknowledge receipt of your complaint within 2 business days of receiving it. This acknowledgement will include a reference number for your complaint, which you can use for future correspondence.

2. Investigation of Your Complaint

Once your complaint is acknowledged, we will investigate the matter to understand the issue fully. During this process, we may:

• Review any relevant documentation or correspondence.
• Contact you for further clarification or details.
• Investigate internal processes or procedures that may have contributed to the issue.

We aim to resolve all complaints as quickly as possible, but the complexity of the issue may determine the time required. We will provide you with an update on the progress of the investigation within 7 business days.

3. Resolution of Your Complaint

After completing our investigation, we will respond to your complaint with the following information within 15 business days:

• Our findings: A summary of the investigation, including an explanation of what occurred.
• Resolution: A description of the actions we have taken or will take to resolve the issue. This could include a refund, re-delivery of services, corrective actions, or an apology.
• Compensation (if applicable): If we find that we are at fault and you are entitled to compensation, we will outline the compensation offered.

If we are unable to fully resolve your complaint immediately, we will provide you with an estimated timeline for resolution.

Timeframe for Resolving Complaints

We aim to resolve all complaints as quickly as possible. Our standard timeframe for resolution is as follows:

• Acknowledgement of receipt: Within 2 business days
• Initial investigation update: 7 business days
• Final resolution: Within 15 business days

If your complaint requires more time to resolve due to its complexity, we will inform you of any delays and provide you with an estimated timeline.

4. Citizen Advice Bureau (CAB)

If your complaint is not resolved to your satisfaction, you can contact the Citizen Advice Bureau (CAB) for support in resolving your complaint through mediation or other alternative dispute resolution methods. The CAB can provide free, impartial advice and help you understand your options for further action.

Citizen Advice Bureau Contact: www.citizensadvice.org.uk

5. Feedback and Continuous Improvement

Your feedback is important to us. If your complaint is resolved to your satisfaction, we would appreciate any feedback on our process and how we handled your issue. This helps us improve our complaint resolution procedures and ensure that we are continually enhancing our service.

We take all complaints seriously and will use them to identify areas where we can improve our processes and the service we provide to all of our customers.

6. Contact Details (Email, Phone, Postal Address)

At MoveMate Relocation, we are committed to resolving complaints quickly, efficiently, and fairly. If you have any questions or concerns, please don’t hesitate to contact us, and we will do our best to address them promptly.

Last updated on [03/02/2026]