Complaints Procedure for Removals to France

This complaints procedure explains how we handle concerns and formal complaints relating to our removals to France. We aim to resolve any issues quickly, fairly, and transparently, while learning from feedback to improve our international moving services.

1. Scope of this complaints procedure

This procedure applies to all services we provide in connection with removals to France, including surveys, quotations, packing, export wrapping, loading, transport, customs-related handling, delivery, and unpacking. It covers complaints raised before, during, or after your move has taken place.

You may use this procedure whether you are a private customer, corporate client, or acting on behalf of someone else with their permission. If a complaint involves another organisation, we will explain which parts fall within our responsibility and which may need to be directed elsewhere.

2. Our commitment to resolving complaints

We recognise that moving to another country can be stressful and that clear communication is essential. When you raise a concern about your removal to France, we will treat it seriously and aim to:

Respond promptly and politely
Listen carefully to what has gone wrong from your point of view
Investigate the facts in a fair and balanced way
Provide a clear explanation of our findings
Offer practical solutions or remedies where appropriate
Use your feedback to improve our processes

3. Informal concerns and early resolution

Many issues can be resolved quickly if you raise them at the earliest opportunity. If something is not as expected before or during your move, please speak to your move coordinator or the team leader on site. Where possible, they will seek to resolve the matter immediately, for example by adjusting the schedule, providing clarification, or arranging a practical remedy.

If the informal approach does not resolve the matter to your satisfaction, or you prefer a more formal review, you may submit a formal complaint following the steps below.

4. How to make a formal complaint

If you wish to make a formal complaint about your removal to France, please set out your concerns in writing. In your complaint, include the following information so we can investigate effectively:

Your full name and the name of the main contact on the move (if different)
Your move reference or quotation number, if available
The collection and delivery locations, or at least the country you moved from and to
The date of your move or the scheduled date if it has not yet taken place
A clear description of what has gone wrong and when it happened
Any supporting details, such as inventory items, photographs, or written notes
What outcome or resolution you are seeking, where known

Written complaints allow us to keep an accurate record of the issues raised and the steps taken to resolve them. If you are unable to write your complaint, please contact us so that we can agree an alternative method for you to explain your concerns.

5. Acknowledgement and initial review

Once we receive your formal complaint, we will acknowledge it within a reasonable time. In our acknowledgement we will confirm that we have received your complaint, outline the next steps in the investigation, and indicate when you can expect a more detailed response.

We will then carry out an initial review to confirm the key points of your complaint, identify any urgent issues that require immediate attention, and decide what information we need to gather in order to respond fully.

6. Investigation of your complaint

During the investigation we may:

Review your move file, including the original quotation, terms and conditions, and correspondence
Check survey notes, packing lists, inventories, and delivery reports
Consult with crew members, move coordinators, and any third-party partners involved in your removal to France
Review photographs or evidence you have supplied and any internal records we hold

We aim to complete our investigation and provide a full written response within a reasonable and proportionate timeframe, taking into account the complexity of the issues and any need for further information.

7. Our response and possible outcomes

At the end of our investigation, we will provide you with a clear, written response. This will normally include:

A summary of the complaint issues we have considered
An explanation of the steps taken to investigate
Our findings on each main issue raised
Any apology where we have fallen short of our standards
Details of any corrective actions, service improvements, or goodwill gestures
Information on next steps if you remain dissatisfied

Possible outcomes may include, for example, an explanation, an apology, corrective work, consideration of a claim under the applicable terms, or other steps designed to address the impact of the issue on your removal to France.

8. Escalation if you are not satisfied

If, after receiving our written response, you believe that your complaint has not been resolved or properly considered, you may ask for an internal escalation. When you do so, please explain which aspects of the outcome you disagree with and why.

A more senior member of our team, who was not directly involved in the original handling of your complaint, will review the case. They may reassess the evidence, request further information, or clarify aspects of the original investigation. After this review, we will provide you with a further written response explaining whether our original decision is upheld, varied, or overturned, and why.

9. Time limits for raising complaints

We encourage you to raise any concerns about your removal to France as soon as possible so that we can investigate promptly and, where relevant, inspect any issues while evidence is still available. Some types of claim may also be subject to specific time limits within our terms and conditions or under applicable law. We therefore recommend that you check the terms supplied with your quotation and confirm any relevant deadlines.

10. Using complaints to improve our removals to France

We regard complaints as an important source of feedback. Information from complaints is periodically reviewed to identify patterns, recurring issues, and opportunities to improve our planning, packing practices, transport arrangements, communications, and after-move support for removals to France.

By following this complaints procedure, we aim to provide you with a fair, transparent, and timely process that supports your rights as a customer and helps us maintain high standards in our international moving services.