Which? Trusted Trader of the Month for March 2025

We are absolutely delighted to announce that we have been named Which? Trusted Trader of the Month for March 2025!

A huge thank you to Which? and to everyone who has supported us - we couldn’t have done it without you!

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.’

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.’ 

Hadley & Ottaway 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.’

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.’