France Removals Complaints Procedure
France Removals is committed to providing reliable, professional removal and storage services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it and put things right as quickly and fairly as possible. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We aim to deliver a clear, fair and accessible process for handling complaints relating to our moving and storage services. Whether your concern is about packing, collection, transport, delivery, storage, administration or customer service, we will take it seriously and handle it with care and respect.
We will always aim to:
Listen to your concerns and understand what has gone wrong from your perspective.
Acknowledge your complaint promptly and confirm the next steps.
Investigate thoroughly, using all relevant information and service records.
Respond in a clear and timely manner, explaining our findings and any proposed solution.
Use feedback to improve our services, processes and staff training.
What This Procedure Covers
This complaints procedure applies to all private and business customers who have used, or attempted to use, France Removals for domestic or commercial removals, international moves, packing, storage or related services.
It covers concerns such as service quality, communication, delays, conduct of staff or contractors, administration issues and damage or loss of goods, where these arise from services provided by France Removals.
Raising a Complaint
If you are unhappy with any aspect of our service, please tell us as soon as possible so we can address the issue quickly.
You can submit a complaint in writing. Please include the following information to help us investigate effectively:
Your full name and any relevant reference numbers for your move or storage.
The date and location of the service, and the type of service we provided.
A clear description of what happened, including key dates and times where possible.
Any supporting information you have, such as inventory details, photographs or correspondence.
What you would consider a reasonable outcome or resolution.
If you raise a concern informally with a member of our team, they will attempt to resolve the matter immediately where possible. If this is not possible, or you prefer a formal review, your complaint will be handled in line with the steps set out below.
Stage One: Acknowledgement and Initial Review
Once we have received your complaint in writing, we will acknowledge it within a reasonable timeframe. In this acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process.
At this stage, we may ask you for further details or clarification if anything is unclear. The more information we have, the more efficiently we can investigate and respond.
Stage Two: Investigation
Your complaint will then be passed to an appropriate manager for investigation. This will usually involve:
Reviewing your written account, supporting documents and any relevant service records.
Consulting any staff or contractors who were directly involved in your move or storage.
Checking schedules, inventories, condition reports, and any agreed terms relating to the services provided.
Considering any previous contact you have had with us regarding the same issue.
We aim to complete our investigation and respond to you within a reasonable period. If the matter is complex and we require more time, we will let you know and keep you updated on progress.
Stage Three: Response and Outcome
When the investigation is complete, we will provide you with a written response. This response will normally include:
A summary of your complaint and the issues you raised.
An outline of our investigation and the information we considered.
Our findings and conclusions.
Any action we propose to take to resolve the matter, which may include an apology, corrective action, service improvements, or other appropriate remedies.
We will always aim to ensure that our response is clear and addresses each of the concerns you have raised.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint at Stage Three, you may request a further review. In your request, please explain why you remain unhappy and what you believe has not yet been addressed.
A more senior member of the team will then review the handling of your complaint and the conclusions reached. They may decide that the original outcome was fair and reasonable, or that additional steps are required. You will be informed of the result of this review in writing.
Time Limits for Complaints
We encourage customers to raise complaints as soon as possible after the event so that we can investigate while details are fresh and records are readily available. If a significant amount of time has passed, it may be more difficult to obtain all the information needed, and this could affect the outcome of our investigation.
Using Feedback to Improve Our Services
Every complaint is an opportunity for us to learn and improve. We regularly review the concerns raised by our customers across our removal and storage services, looking for patterns and recurring issues. Where appropriate, we use this information to update our training, refine our processes and enhance the overall quality and reliability of our services.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with our obligations regarding data protection. Information you provide will be used only for the purposes of looking into your complaint, responding to you, and improving our services where appropriate.
By setting out this complaints procedure, France Removals aims to give you confidence that any concerns about your move or storage arrangements will be treated seriously, investigated thoroughly and resolved as fairly as possible.
