1.Our commitment
We work hard to give every customer a smooth, stress-free move — but we know things can occasionally go wrong. When they do, we promise to listen, respond quickly and put things right fairly.
2.How to raise a complaint
Please get in touch as soon as possible so we can help. Include your booking reference, the date of your move and a clear description of the problem, along with any photos.
- Email: info@phimovers.co.uk
- Phone: +44 7405 793433
- Post: Phi Movers Ltd, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
3.What happens next
- Acknowledgement within 3 working days — we'll confirm we've received your complaint and who is handling it.
- Investigation — we'll look into what happened, speak to the crew involved and review the details.
- Full response within 14 working days — we'll explain our findings and any resolution. If we need more time, we'll tell you why and give a new date.
4.If you're not satisfied
If our response doesn't resolve things, let us know and your complaint will be escalated to a senior manager for a final review. We'll always try to reach a fair outcome directly with you first.
5.Alternative dispute resolution
If we can't resolve your complaint between us, you may be able to refer it to an independent Alternative Dispute Resolution (ADR) scheme. We'll provide the relevant ADR details on request where a suitable scheme applies to your booking.
You can also seek free advice from Citizens Advice on 0808 223 1133 or via their consumer helpline.
6.Contact details
Complaints team — info@phimovers.co.uk · +44 7405 793433. We're here to help.
Need to talk to a human?
Our London team is happy to help with any questions about this policy or your move.
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