Hadley & Ottaway Ltd has been named Which? Trusted Trader of the Month for March 2025.
Norfolk-based Hadley & Ottaway, which specialises in house and office removals, has been endorsed by Which? Trusted Traders since 2015.
We spoke to David Galer, Managing Director at Hadley & Ottaway, to find out more about their business and the benefits of being a Which? Trusted Trader.
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Innovative care schemes help customers
Customer service is at the heart of Hadley & Ottaway’s business model: ‘‘We are known for being piano specialists and have a great reputation for our handling of antiques, but as our key demographic becomes generationally younger we are now moving items such as hot tubs more regularly and have invested in equipment to help with these types of move,’ says David.
‘They say moving house and getting married are the two most stressful events in life, so we always strive to take that stress away from the client.’
Before the move, the customer’s needs are assessed with a home appointment. After that, customers receive a written quote and their packing materials.
On the day of the move, the experienced removal team pack up, move the items, and ensure the client is fully settled in their new home before leaving.
Staff are always on-hand at any point in the process to deal with any issues that might arise. In addition, the team is always happy to help arrange additional services, such as cleaning services or electricians.
Hadley & Ottaway also strive to constantly adapt to consumer needs: ‘We continually look at ways to improve the customer experience,’ says David, ‘ No one removal is the same, we offer a bespoke service tailored to each individual client.’
Their focus on customer service is reflected in their brilliant reviews (an average of 4.9 stars from 346 reviews). One satisfied customer wrote: ‘I cannot recommend Hadley & Ottaway enough if you are thinking of moving! Everyone was extremely professional and showed their consideration for our belongings like they were their own.’
Another review reads: ‘From the first visit to give a quotation through to the last box taken into our new home we can only give the highest praise to all involved. These are true professionals who take immense pride in the job they do. Every person we dealt with was polite, professional, respectful and friendly and we are indebted to them for making an otherwise stressful life event so easy.’
Commitment to reducing customer detriment wows judges
Not only has Hadley & Ottaway won Trader of the Month, the company also has a host of qualifications to demonstrate their commitment to quality of service.
These include four Quality Service Standards for furniture removals, storage, occupational health and environmental management.
They also placed fifth out of over 400 entries in the British Association of Removers Domestic Mover of the year Competition.
‘Our mission includes a commitment to continuous improvement, regularly updating our methods through staff training and investing in new equipment to enhance efficiency and customer satisfaction,’ says David. ‘Our company mantra is “Proven not promised”.’
This commitment clearly impressed our judges: ‘Their customer journey is clearly thought out, and shows a real dedication to keeping the customer involved,’ said one of our judges. ‘The fact they invested in additional equipment to help move everything from antiques to hot tubs shows they value their clients and the service they provide, and qualifying for the four Quality Service Standard certificates reflects their "Proven not promised" mantra - love this!’
Another judge said: ‘They clearly demonstrate end-to-end care which is so important, especially how they offer help with arranging cleaning and electrical fittings etc.’
Charity work to support the local community
Hadley & Ottaway also works hard to support local charities.
‘We like to go above and beyond within the community, as well as for our customers,’ said David. ‘We always try to help in both practical and financial ways.’
The company recently carried out a free removal for Norwich Samaritans and then raised an incredible £9,000 to donate to the charity.
In addition, they offer members of the British Legion 10% off removals, and offer boxes of goods to local schools and vets.
Their charity work wowed our judges, with one writing: ‘One of the most philanthropic companies I have ever judged.’
Which? Trusted Traders generates business
‘Becoming a member of Which? Trusted Traders was an aspiration driven by a commitment to excellence, trust, and credibility in the service industry,’ said David. ‘Which? Trusted Traders is a respected and recognised brand, synonymous with reliability and consumer protection.
‘The regular contact and feedback mechanisms inherent in the membership process pushes us to maintain and continually elevate our service standards.’
Hadley & Ottaway displays the Which? Trusted Traders logo across their uniforms, vans, website and customer communications.
‘Our customers absolutely appreciate that we are a Which? Trusted Trader,’ says David. ‘More often than not it’s the deciding factor in customers deciding to use Hadley & Ottaway.’
Congratulations to Hadley & Ottaway Ltd for winning March 2025’s Which? Trusted Trader of the Month award.
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