France Removals Complaints Procedure

France Removals is committed to providing a professional, reliable removals and relocation service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it and put it right as quickly and fairly as possible. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.

Our Commitment to You

We take every complaint seriously and treat it as an opportunity to improve our services. Our aims are to respond promptly, investigate thoroughly, and reach a fair and transparent resolution. Whether your concern relates to packing, loading, transport, delivery, storage, or customer service, we will handle your complaint with care and professionalism.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from France Removals. This may include, for example, concerns about scheduled collection or delivery times, the conduct of staff during a move, the handling or condition of your belongings, documentation and communication about your move, invoicing and charges, or any other aspect of our removals or storage services.

You do not need to use formal language to make a complaint. If you tell us that you are unhappy with our service and would like us to look into it, we will treat this as a complaint.

How to Make a Complaint

You can raise a complaint through any usual method you use to contact France Removals. Please provide as much information as possible to help us understand the issue clearly. Include your full name, your reference number if available, the date of your move or booking, a clear description of what went wrong, when it happened and who was involved where known, and any supporting information that may be relevant, such as photographs or inventory notes.

While we will always try to deal with concerns raised verbally, we encourage you to follow up in writing so there is a clear record of the issue and our responses.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and arrange for an appropriate member of staff to review it. We aim to acknowledge all complaints within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint, outline the next steps in the process, and indicate when you can expect a more detailed response.

Where possible, we will try to resolve straightforward issues immediately at this stage. If a quick resolution is not possible, your complaint will proceed to a more detailed investigation.

Stage Two: Investigation

For more complex or serious complaints, we will carry out a full investigation. This may include reviewing your booking details and move documentation, speaking with the staff members or third parties involved, examining any relevant logs, inventories or condition reports, and considering any photographs or other evidence you have supplied.

We aim to complete our investigation and provide a written response within a reasonable period, taking into account the nature and complexity of the complaint. If we need more time, we will let you know and explain why, as well as give a revised timeframe.

Our Response and Possible Outcomes

When we have completed our investigation, we will send you a clear response setting out our findings and any action we propose to take. Depending on the circumstances, outcomes may include an explanation or clarification, an apology where things have gone wrong, corrective action such as updated processes or staff training, practical steps to remedy an issue where possible, and where appropriate and in line with our terms and conditions, consideration of compensation or reimbursement.

We will always explain the reasons for our decision and how we reached our conclusions, referring to relevant evidence, records and contractual terms where applicable.

If You Are Not Satisfied

If you are unhappy with our response, you may ask for your complaint to be reviewed again. In this case, we will arrange for a more senior member of our team, who was not directly involved in the original decision, to re-examine your complaint and our previous response.

During this review, we may request additional information from you or clarify details with the colleagues involved in handling your move. After the review is complete, we will provide a final response outlining our conclusions and confirming whether any changes will be made to the initial outcome.

Your Responsibilities When Making a Complaint

To help us handle your complaint efficiently and fairly, we ask that you raise any concerns as soon as reasonably possible after the issue occurs, provide accurate and complete information, including any relevant documentation or evidence, and keep your explanation clear and focused so we can fully understand the problem.

We also ask that our staff are treated with respect throughout the process. We will not tolerate abusive, threatening or discriminatory behaviour towards our team members.

Using This Procedure Alongside Our Terms

This Complaints Procedure is designed to sit alongside the terms and conditions that apply to your removal or storage contract with France Removals. It does not replace any rights you may have under those terms or under applicable law. Any assessment of liability or compensation will always be made in line with the relevant contractual provisions and legal requirements.

Continuous Improvement

We regularly review complaints and the feedback we receive in order to improve our removals and storage services. Trends and recurring issues are analysed so that we can identify where processes, training or communication can be strengthened. By sharing your experience with us, whether positive or negative, you help us deliver a better, more reliable service to all customers in the future.

If you have any questions about this Complaints Procedure or how it applies to your situation, please contact France Removals using your usual communication method and we will be happy to provide further information.