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Watchdog received complaints from viewers who booked a home removal service with AnyVan and felt let down by the service they received. Some complained items were damaged during the move, vans arrived too small to accommodate their belongings and one of our case studies below, Eileen, complained that the date of her move was changed at the final hour..

AnyVan told watchdog…

• At AnyVan we know moving can be a stressful, and our mission to is to ensure customers have as much peace of mind during this process as possible, and this is why we’ve grown to become the UK’s largest and most trusted moving company, being trusted to help move over 300,000 jobs in the last year alone, and why we’re currently rated excellent on Trustpilot with over 131,000 customer reviews.
• Every customer is able to feedback directly on our transport partners after each job, with our average partner being rated 4.8 out of 5. On the very rare occasions something goes wrong, we always strive to find solutions for our customers, which we did on these occasions as well, and we are very sorry to hear that ‘Lucy’ Eileen and Mark were not initially happy with what we felt were generous compensation amounts, as well as offers of free rebookings. We have been in ongoing dialogue with them since they raised their claims via our dedicated care team.

AnyVan response to the case of ‘Lucy’
• “Unfortunately when one of our agents booked in the job, we did fail to select packaging, and are sorry for the inconvenience this caused ‘Lucy’ on the day and the additional delays this caused in making the move. At the time we arranged an additional free recovery job to assemble the remaining items we could not complete on the day. AnyVan includes comprehensive insurance cover on all our premium removal jobs, which we paid £431.75 from, as well as an additional £300 in compensation to ‘Lucy’. After further discussions with her to get her full feedback, we have also agreed to fully refund her entire move.”

AnyVan response in the case of Eileen
• AnyVan say they did send the right sized van, based on Eileen’s original inventory, and they offered to send a second van for next day for the items that didn’t fit, which was declined.
• AnyVan say “We know estimating the volume of items can be difficult for some customers, and we do offer video surveys if they want help assessing the size, and also add 10% leeway on our bookings, however on this occasion the number of items discovered on arrival did exceed the capacity of the van, and we offered to send another van to collect the remaining items the next day, which Eileen declined…after the job on December 17th we made an initial compensation offer to Eileen, before increasing this further to £766 on January 16th, which was accepted by her in February. Since then we have also fully refunded her entire move.”