Complaints Procedure for Removals France Customers
Removals France is committed to providing reliable, professional moving and relocation services throughout France and to and from international destinations. We also recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear, fair and accessible process for customers who are dissatisfied with any aspect of our removal, packing, storage or related services. It is designed to:
Provide a straightforward way to raise concerns or complaints
Ensure complaints are taken seriously and handled promptly
Encourage open communication and early resolution
Help us improve our services for future customers moving within France or internationally
What Can Be Considered a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, which requires a response. This may include, but is not limited to:
Issues with booking or administration of your move
Concerns about punctuality, conduct or professionalism of our crews
Damage, loss or handling of goods during packing, transport or storage
Concerns about delivery, unloading or reassembly at your new address
Disputes regarding charges, estimates or invoices
Communication problems before, during or after your move
How to Make a Complaint
We encourage customers to raise any concerns as soon as possible. In many cases, issues can be resolved quickly by speaking directly with the crew leader on the day of your move or with your usual office contact. If your concern cannot be resolved informally, you may submit a formal complaint.
When making a complaint, please provide the following information to help us investigate efficiently:
Your full name and the address where the service was provided
Your reference or booking number if available
The date or dates when the issue occurred
A clear description of the problem and how it affected you
Details of any conversations already held with our staff
Copies of any relevant documents such as inventories, photographs or delivery notes
Timescales for Making a Complaint
We recommend that complaints relating to a specific move or storage service are made as soon as reasonably possible. This allows us to access records, speak to the staff involved and assess any claimed damage or loss more effectively. Where your concern relates to damage or loss of goods, please refer to any time limits set out in your contract or terms and conditions, as these may affect our ability to consider a claim in full.
Our Complaints Handling Stages
We follow a structured process to ensure that all complaints are handled consistently and fairly.
Stage One: Acknowledgement
Once we receive your formal complaint, we will acknowledge it within a reasonable period. Our acknowledgement will confirm that we have received your complaint and will outline the next steps in the process and an indicative timescale for our investigation.
Stage Two: Investigation
Your complaint will be assigned to a member of our management team who is suitably experienced and, where possible, independent of the events giving rise to the complaint. The investigation may include:
Reviewing your booking details, inventory and terms of service
Speaking with crew members, coordinators or office staff involved
Examining logs, schedules, condition reports and any photographs
Assessing the circumstances specific to your move, whether within France or cross-border
We may contact you to request further information or clarification during this stage.
Stage Three: Response and Proposed Resolution
Following our investigation, we will provide you with a written response setting out:
A summary of your complaint
The findings of our investigation
Any factors that may have contributed to the issue
Our decision and, where appropriate, proposed remedies
Possible outcomes may include an explanation or apology, corrective action for future moves, or a proposal regarding compensation in line with our terms and conditions and any applicable insurance arrangements.
If You Are Not Satisfied
If you are not satisfied with the outcome of your complaint or believe that it has not been handled fairly, you may request that the decision is reviewed. A more senior manager, not previously involved in the matter, will reassess the complaint, the investigation and the decision taken.
The review may confirm, vary or overturn the original decision. We will provide you with a final written response once this review is completed.
Claims for Loss or Damage
Where your complaint involves alleged loss or damage to your belongings, we will handle it in accordance with:
The specific terms and conditions agreed for your move
Any insurance cover arrangements that apply to your consignment
The documentation completed at collection and delivery, including inventories and condition notes
We may ask for supporting evidence such as photographs, purchase receipts or repair reports. Our assessment will take into account the condition of the items at collection, the nature of the packing, the route taken and the handling during the move.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information you provide will be used solely for the purpose of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations that apply to removals and storage services in France and in the areas in which we operate.
Continuous Improvement
We review complaints on a regular basis to identify recurring issues or opportunities for improvement in our domestic and international moving services. This may include additional staff training, changes to internal procedures, updates to customer information or improved handling and packing methods.
By following this Complaints Procedure, we aim to resolve individual issues fairly while continually enhancing the quality and reliability of our services for customers relocating within France or moving to and from other countries.
