Complaints Procedure for Removals France Services

This complaints procedure explains how you can raise any concerns about our removals services in France and how we will respond. We are committed to resolving issues fairly, efficiently and with full transparency, whether your move is local, long distance or international.

Our Commitment to You

We aim to deliver a professional, reliable removals service at every stage of your move, from survey and quotation through to packing, transport, delivery and any storage services. If something goes wrong, we want to know about it so that we can put it right where possible and learn from the experience. Every complaint is taken seriously and is treated in a respectful and impartial manner.

What This Procedure Covers

This procedure applies to any concern or dissatisfaction you may have with our removals and related services in France, including but not limited to packing, loading, transit, customs coordination, delivery, storage, timetable management, communication and aftercare. It also covers issues around conduct of staff and subcontractors acting on our behalf.

How to Raise a Complaint

You can raise a complaint in writing or verbally. We recommend submitting complaints in writing wherever possible so that the details are clear and can be easily reviewed. When you contact us, please include the following information to help us investigate effectively:

Your full name and, where relevant, the name of the lead contact for the move.

Your reference number or quotation number if available.

The address you moved from and the address you moved to, or your storage reference.

A clear description of what went wrong, including dates, locations and the names of any staff involved if known.

Any supporting information that may assist our investigation, such as photographs, inventory details, delivery notes or written correspondence.

Your preferred outcome or what you would consider a fair resolution, where you wish to specify this.

Time Limits for Raising Concerns

To help us respond quickly and accurately, you should notify us of any issues as soon as you become aware of them. For issues relating to loss or damage to goods, you should inform us as soon as reasonably possible after delivery. Delay in reporting may affect our ability to investigate and may also affect the options available under any insurance cover or contractual terms.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable period. Our acknowledgement will confirm that we have received your concerns and will outline the next steps, including the name or role of the person handling your case and the expected time frame for a full response.

How We Investigate Complaints

We will carry out a thorough and objective review of your complaint. This may include checking contracts and inventories, reviewing schedules and transport records, speaking to staff or subcontractors involved in your move and, where relevant, requesting further information or clarification from you. Our investigation will focus on understanding what happened, why it occurred and how it can be resolved.

Our Response and Possible Outcomes

After investigating your complaint, we will provide a clear written response setting out our findings. Where appropriate, we may offer one or more of the following outcomes:

An explanation of what occurred and, where applicable, an apology.

Practical steps to remedy the situation, such as arranging repairs, collection or redelivery where feasible.

Financial redress or compensation, where this is appropriate and in line with our terms and any applicable insurance arrangements.

Details of measures we will take to prevent similar issues arising in future.

We aim to provide a full response within a reasonable and proportionate timescale. If we require more time to investigate, we will inform you of the reason for the delay and give an updated estimate of when you can expect a final response.

Escalation if You Are Not Satisfied

If you are not satisfied with the outcome of your complaint or the way it has been handled, you may request that your case be reviewed by a more senior member of our team. This review will consider both the handling of your original complaint and the decision reached, taking into account any further information you wish to provide.

Following this review, we will write to you with our final position. This will complete our internal complaints process. Any further options open to you will depend on the nature of your complaint, any applicable legal rights and any separate dispute resolution or insurance processes that may apply.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared with those who need it in order to investigate and resolve the matter. We process any personal data you provide in connection with your complaint in accordance with our data protection obligations and our privacy practices. Information will be retained only for as long as necessary for handling the complaint and for any subsequent reporting or legal requirements.

Continuous Improvement

We use information from complaints and customer feedback to review and improve our removals services across France. Trends are monitored and, where necessary, we update our procedures, staff training and operational standards. By bringing issues to our attention, you are helping us maintain and improve the quality, reliability and safety of our moving and storage services.

Accessibility of This Procedure

This complaints procedure is available to all customers using our removals and related services in France. If you require it in an alternative format or need assistance in making a complaint, please let us know and we will make reasonable efforts to support you. Our goal is to ensure that every customer can raise concerns easily and receive a fair and timely response.