The customer instructed us, in writing, that she would do much of the packing, would wrap the majority of the furniture and move all the small bits and pieces herself. This did not happen on the day, so we provided an extra person - free of charge - in order maintain the schedule.

The customer asked us to return to the house 4 days after the move. She was upset about various items including the absence of a working telephone line or TV point. We explained that we were not able to help with this. She complained that her Hi Fi was damaged, so we explained that the cables had merely been disconnected, we showed her how to reconnect them and made sure that it was in working order.

She was then concerned about the way in which various items had been stacked. Our staff confirmed that this had all been carried out according to her instructions on the day, but we nevertheless made arrangements for a staff member to return to rearrange various items as required.

The team was neither unhelpful or discourteous. We tried hard to meet the customer's needs, even moving one chest of drawers downstairs, then up, then back down and then back up again.