Complaints Procedure for Removals to Europe

Our aim is to provide a professional and reliable removals service to destinations across Europe. If something goes wrong, we want to know about it and put it right quickly. This complaints procedure explains how you can raise a concern about our European removal services, how we will respond, and what you can expect at each stage.

Scope of this Complaints Procedure

This procedure applies to any customer using our removal services to or from European destinations. It covers every stage of the move, including surveys, quotations, packing, loading, transport, customs-related processes, delivery and any associated storage. It also applies to concerns about the conduct of our staff, communication issues and service quality.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services where you would like us to review the situation and provide a response. Examples of complaints include delays in collection or delivery, damage or loss of goods, incorrect or unclear information provided before or during the move, issues with packing, handling or storage, problems with customs documentation related to a European move, and concerns about behaviour or attitude of staff or contractors.

How to Make a Complaint

You can raise a complaint in writing or verbally. Written complaints help us understand the details more clearly, especially for complex European removals, but we will accept a complaint in any reasonable format. When making a complaint, please provide your full name, your reference or quotation number if available, the collection and delivery locations including the European destination country, the dates of your move or planned move, a clear description of the issue, and what outcome you are seeking.

When to Raise a Complaint

You should let us know about any concern as soon as you can. For damage, loss or other issues discovered on delivery of your European move, we recommend that you raise your concern immediately with the crew on site where possible, and follow this up in writing as soon as you are able. Early notification helps us investigate while information is still fresh and any evidence can be easily gathered.

Our Aims When Handling Complaints

We are committed to treating every complaint fairly and consistently, acknowledging complaints promptly and clearly, investigating thoroughly, especially where international transport and customs processes are involved, explaining our findings in plain language, and offering appropriate remedies where our service has fallen below expected standards.

Stage One: Acknowledging Your Complaint

Once we receive your complaint, we will log the details and acknowledge it within a reasonable timeframe. In our acknowledgement we will confirm that we have received your complaint, provide the name or role of the person responsible for handling it, and give you an estimated timescale for our investigation and response. If we need any additional information to begin our review, we will request it at this stage.

Stage Two: Investigation of Your Complaint

Your complaint will be reviewed by a member of our team who has not been directly involved in the issue wherever possible. As part of the investigation we may review move documentation and inventories, interview staff or contractors involved in your European removal, review packing lists and condition reports, check transport and routing records relating to your European journey, and examine any photos, videos or other evidence you provide.

For complex matters, particularly those involving international transit times or customs checks, we may need to contact third parties such as overseas agents or warehouses to gather information.

Stage Three: Our Response and Outcome

After we have completed our investigation, we will send you a written response setting out a summary of your complaint, what we have investigated, the findings of our investigation, and our decision and reasons. Where we have made a mistake or our service has fallen below the expected standard, we will explain what went wrong and, where appropriate, outline the steps we will take to resolve the issue and prevent a recurrence. Possible outcomes may include an apology and explanation, corrective action to complete or improve the service, or other remedies where applicable under our terms and conditions.

Timeframes for Handling Complaints

We aim to resolve most complaints within a reasonable period from the date of acknowledgement. European removals can involve several parties and cross-border processes, which may occasionally extend investigation times. If we cannot provide a full response within the initial timeframe we set out, we will update you on progress and let you know when you can expect a final answer.

Escalation if You Are Not Satisfied

If you are not satisfied with our response at the conclusion of the initial investigation, you may request that your complaint is escalated. Your case will then be reviewed by a more senior member of our team. In your escalation request, please explain why you are unhappy with the original outcome and provide any additional information you believe is relevant. We will review your complaint again and provide a further written response. This will represent our final internal decision on the matter.

Complaints Involving Damage or Loss

For complaints related to damage or loss of belongings during a European move, we may ask for additional information such as photos of any damage, confirmation of approximate values, and supporting documents. The handling of such complaints will also be subject to our terms and conditions and any applicable cover you have arranged. It is important to check these documents so you are aware of any notification periods, exclusions, or evidence requirements.

Data Protection and Confidentiality

All complaints are handled in line with our obligations regarding data protection and confidentiality. Information about your complaint will be shared only with those who need it to investigate and resolve the issue. We keep records of complaints and outcomes to help us monitor service quality and improve our European removals processes.

Using Complaints to Improve Our Service

We review complaints regularly to identify trends and opportunities for improvement. Feedback from customers using our European removal services helps us refine our planning, packing, transport and communication processes, ensuring we continue to develop and maintain high standards across all our moves.

Changes to This Procedure

We may update this complaints procedure from time to time to reflect changes in our services, legal or regulatory requirements or industry best practice. The version published here will always be the most current description of how we handle complaints about our removals to Europe.