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Complaints Procedure

Commitment to Our Customers 

We aim to ensure that: 

  • Making a complaint is as easy as possible 
  • We treat your complaint seriously 
  • We deal with your complaint promptly within 3 days and in confidence, pending any necessary investigation 
  • We learn from complaints and use them to review and improve our service 

What is a Complaint 

A complaint is informing us when you are dissatisfied with any aspect of the service we have provided to you, for example: 

  • If we do not arrive or deliver on time 
  • If we have given you incorrect information 
  • If you feel you have in any way received a poor quality service 
  • If any of your items have been lost or damaged 
  • Any issues with any member of staff 
  • Any administrative problems that you have suffered 

How to Make a Complaint 

If you wish to make a complaint you can do so by contacting our Head Office in any of the ways listed below: 

By Email
jenny.thorncroft@jtsrelocations.com or info@jtsrelocations.com 

In Writing
FAO Jenny Thorncroft 
JT & Sons Relocations Ltd 
Lower Morgay Farm 
Junction Road 
Staplecross 
East Sussex 
TN32 5SH 

By Telephone
01580 832 011 (Jenny Thorncroft) 

(Please note that if your complaint includes an insurance claim this must be confirmed in writing to us within 7 days of the last day of your relocation and this is a requirement of our insurers) 

In Person
At the address detailed above 

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