Complaints Procedure for Removals France Customers
Removals France is committed to providing reliable and professional moving services for customers relocating within France and across European borders. We recognise that, despite our best efforts, issues can occasionally arise before, during or after a move. This Complaints Procedure explains clearly how you can tell us if something has gone wrong, how we will respond, and what you can expect from us at each stage.
Our Commitment to Fair and Transparent Handling
We take every complaint seriously and use the feedback to improve our domestic and international removal services. Our aims are to acknowledge and address your concerns promptly, to investigate them thoroughly and impartially, and to seek a fair resolution wherever possible. We encourage you to let us know about any problem as soon as you become aware of it so that we can put things right quickly.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether related to quotation, booking, packing, loading, transport, delivery, storage, customs handling, or follow up support. You may complain about the service you received, the conduct of our team, the care taken with your belongings, or the information provided to you at any stage of your move.
How to Raise a Complaint
You may raise a complaint verbally or in writing. While we will act on verbal complaints, we recommend submitting your complaint in writing to ensure we have a clear and detailed record. When you contact us, please provide:
The name used on your booking and your reference number if available; The dates of your move or planned move; A concise description of what went wrong, including times, locations and names of staff if known; Any supporting information, such as inventory notes or delivery reports; Your preferred outcome or how you would like us to resolve the issue.
You can raise a complaint at any time during the moving process or after the completion of your relocation. However, for issues such as loss or damage to goods, we may need to follow specific timeframes set out in our terms and conditions and in relevant insurance or transport regulations.
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will record it in our internal system and assign it to a designated member of staff. We aim to acknowledge your complaint within a reasonable period, confirming that it has been received and is being reviewed. At this stage we may contact you to request further information or clarification so that we can understand the matter fully.
Stage Two: Investigation
Your complaint will then be investigated by a member of our team who was not directly involved in the original issue where possible. The investigation may include:
Reviewing your booking documents, inventory and service notes; Speaking to the crew members or coordinators involved; Checking vehicle logs, schedules and route details where this is relevant; Reviewing any photographs, videos or written records provided by you or our staff.
We aim to complete our investigation within a reasonable timeframe depending on the complexity of the case and whether third parties such as storage facilities or partner carriers are involved. If more time is needed, we will let you know and keep you informed of progress.
Stage Three: Response and Proposed Resolution
After the investigation, we will provide a written response setting out:
A summary of your complaint; The steps taken during our investigation; Our findings and conclusions; Any apology, explanation or corrective action we propose; Details of any financial or practical remedy being offered where appropriate.
Where we identify that our service fell below the standards we expect, we will take appropriate action. This may include staff training, changes to procedures, or improvements to communication and planning, particularly for long distance and cross border removals.
Escalation if You Are Not Satisfied
If you are not satisfied with our response, you may request that your complaint be reviewed at a higher level within Removals France. In your request, please explain why you disagree with the initial decision and provide any further information you believe is relevant.
A senior member of our team will then review the original complaint, the investigation, and our response. We may contact you again for more details or clarification. Following this review, we will send you our final position on the matter.
Loss, Damage and Insurance Related Complaints
For complaints relating to loss or damage of your belongings, we will follow both this Complaints Procedure and the terms of any insurance or liability cover that applies to your move. It is important that you check your inventory and condition reports on delivery and note any visible damage as soon as possible. Certain claims must be made within specific time limits, and we will explain these to you when you book your move.
We will assist you in gathering the necessary information and documentation so that your claim can be assessed properly. However, any decision regarding cover or compensation under an insurance policy may ultimately be made by the insurer in accordance with the policy terms.
How We Use Complaints to Improve Our Service
We regularly review complaints and feedback to identify recurring issues and opportunities for improvement. Trends and lessons learned are shared with our operations, customer service, and planning teams so that we can enhance our procedures for local moves, long distance relocations, and international removals across France and beyond.
Our goal is not only to resolve individual complaints fairly, but also to reduce the likelihood of similar issues occurring in the future. This continuous improvement approach helps us maintain a professional and dependable moving service for all customers.
Privacy and Data Protection
All complaints are handled in accordance with our data protection obligations. Information you provide will be used only for the purposes of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory requirements. We will keep complaint records securely and retain them for an appropriate period.
Changes to This Complaints Procedure
Removals France may update this Complaints Procedure from time to time to reflect changes in our services, in applicable legislation, or in industry best practice. The version published on our website will always be the most current and will apply to any complaints raised while it is in force.
If you have any concerns about your move or are unsure how to raise an issue, please contact our customer service team and they will guide you through the process.
