Where to send your complaint — choose your branch
Please contact the branch that handled your move first — this gets the fastest resolution because your Move Coordinator already has your paperwork. If you're not sure which branch handled you, check your quote email for the sender address (office@ = Burnham HQ; birmingham@ = Birmingham branch; uxbridge@ = Uxbridge branch).
• BURNHAM HEAD OFFICE (Berkshire, Bucks, Oxon, Surrey, Herts, Hampshire, Beds, West London beyond Uxbridge): Email office@homego-removals.com, call 07440 414548 or WhatsApp the same number. Address: HomeGo Removals & Packing Ltd, 93B Gore Road, Burnham, Slough, Berkshire SL1 7DD.
• BIRMINGHAM BRANCH (West Midlands — Birmingham, Solihull, Sutton Coldfield, Walsall, Dudley, West Bromwich, Smethwick): Email birmingham@homego-removals.com, call 07385 150381 or WhatsApp the same number. Address: HomeGo Removals & Packing Ltd, Walford Road, Sparkbrook, Birmingham, West Midlands B11 1NP.
• UXBRIDGE BRANCH (West London / Middlesex — Uxbridge, Hillingdon, Ruislip, Eastcote, Northwood, Pinner, Cowley, West Drayton, Yiewsley, Denham, Harefield, South Ruislip, Greenford): Email uxbridge@homego-removals.com, call 07767 975449 or WhatsApp the same number. Address: HomeGo Removals & Packing Ltd, 195 Pield Heath Road, Uxbridge, Middlesex UB8 3NR.
Stage one — your Move Coordinator
First, please contact the HomeGo Move Coordinator who handled your booking at the branch that moved you. Ask for your coordinator by name. We will acknowledge your complaint within 1 working day and aim to resolve it within 5 working days of receiving it. Most complaints are fully resolved at this stage.
Stage two — Customer Care Manager
If your coordinator is unable to resolve the issue, or you're unhappy with the response, you can escalate to our Customer Care Manager in writing — email preferred — within one month of the coordinator's final reply. Summarise the complaint and explain why you feel it has not been resolved. Send Stage-2 escalations for BOTH branches to office@homego-removals.com (Stage 2 is managed centrally from the head office). The Customer Care Manager will acknowledge the escalation within 3 working days and issue a written response within 15 working days.
Stage three — Direct to the Founder & Managing Director
If you remain dissatisfied after stage two, you can write directly to our Founder and Managing Director, Allah Nazar Ihsan. Allah personally reviews every Stage-3 complaint from either branch. Two ways to reach him:
• Founder's Direct Line: +44 7424 282046 (answered by Allah personally during UK business hours)
• Post: Managing Director, HomeGo Removals & Packing Ltd, 93B Gore Road, Burnham, Slough, Berkshire SL1 7DD, UK
• Email: founder@homego-removals.com
Allah will acknowledge your letter within 5 working days and issue a full written Final Viewpoint within 15 working days following a complete review of the complaint and its handling at the relevant branch. Allah founded HomeGo specifically because he witnessed customers being mistreated at a previous employer — his personal involvement at Stage 3 is a hard commitment.
Birmingham branch — dedicated complaint form
For Birmingham branch moves specifically, you can also use the /contact page on our website and select 'Birmingham branch' in the message, or email birmingham@homego-removals.com directly. Every Birmingham complaint is also CC'd to the Burnham head office automatically so both the branch manager and the Customer Care Manager are in the loop from day one.
What we always do
We treat every complaint seriously, record it in our internal quality log, and use the findings to improve our service — both branches feed into the same central quality log reviewed by the Managing Director monthly. Where loss or damage is involved, please notify us in writing at the time of delivery (see our Terms & Conditions for time limits on claims). Our goal is to resolve everything in-house — but if we reach an impasse, you always have the right to seek independent dispute resolution or court action.
