Removals Denmark Complaints Procedure
Removals Denmark is committed to delivering reliable, professional moving services for private households and businesses. We 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 throughout the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to give all customers a clear and straightforward way to report issues relating to our removal services, including packing, loading, transport, delivery, storage, and associated administration. It is designed to ensure complaints are handled fairly, consistently, and within reasonable timeframes, regardless of the size or type of move.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, communication, or handling of your belongings, where you expect a response or resolution. This may include, for example:
Delays in collection or delivery of your items. Damage, loss, or incorrect handling of your goods. Concerns about the conduct or attitude of our staff or contractors. Issues with documentation, invoicing, or agreed terms of service. Any situation where you believe we have not met our stated service standards.
Raising a concern helps us put things right and improve our removal and relocation services for future customers.
How to Make a Complaint
We encourage you to raise any concern as soon as possible after the issue arises, so that we can investigate while details are still clear. You may make a complaint in writing or verbally. In all cases, please provide the following information so we can handle your case effectively:
Your full name and the address related to the move. Details of your move, such as the date of service and collection or delivery locations. A clear description of the complaint and what went wrong. Any reference numbers or documents you have received from us. Any supporting information, such as photographs, inventory notes, or delivery reports.
If your complaint relates to damage or loss, please keep the items and any packaging in as close to the delivered condition as possible until our team has advised you on the next steps.
Initial Response and Acknowledgement
Once we receive your complaint, we will log it in our internal system and assign it to a member of staff with responsibility for complaint handling. We aim to acknowledge your complaint within a reasonable period, confirming that we have received it and outlining the next steps in the process.
In our acknowledgement, we will usually confirm who is dealing with your case and provide an estimated timeframe for our full response. If we require further information or clarification, we may contact you to request additional details before starting a full investigation.
Investigation of Your Complaint
We will review all information relevant to your complaint, which may include:
Job records, quotations, and confirmations relating to your move. Inventory lists, condition reports, or delivery notes. Statements from staff or contractors involved in your removal. Photographs, videos, or other evidence you have provided.
In some situations, we may ask you further questions or request additional evidence to ensure we fully understand the issue. Our aim is to investigate each complaint thoroughly, fairly, and with an open mind, regardless of the outcome you are seeking.
Our Decision and Outcome
Following the investigation, we will send you a clear written response explaining:
The findings of our review. Whether your complaint has been upheld in full, in part, or not upheld. Any actions we propose to take to rectify the situation or improve our service. Any further steps available to you if you remain dissatisfied.
Where appropriate, possible outcomes may include an explanation or apology, practical solutions related to your move, or other forms of remedy in line with our terms and conditions and any applicable legal requirements.
Timeframes for Handling Complaints
Our goal is to resolve complaints as quickly as possible. In many cases, straightforward issues can be addressed promptly. More complex complaints, particularly those involving extensive documentation or multiple locations, may take longer to investigate.
If we are unable to provide a final response within the initial estimated timeframe, we will inform you of the reason for the delay and provide an updated timescale. We will continue to keep you informed while we work to complete our investigation.
If You Are Still Not Satisfied
If you remain unhappy with our final response, you may request that your complaint be reviewed by a more senior member of our team. They will consider whether the original investigation was conducted fairly and whether the outcome remains appropriate in light of all available information.
Where applicable, you may also be able to seek independent advice about your rights in relation to our services. Any external options will depend on your individual circumstances and the specific nature of your complaint.
Your Responsibilities When Making a Complaint
To help us handle your complaint efficiently, we ask that you:
Raise concerns as soon as reasonably possible after the issue occurs. Provide accurate, complete information and any relevant documentation. Treat our staff with courtesy and respect throughout the process. Respond to requests for further information in a timely manner.
We reserve the right to end communication where behaviour is abusive or threatening, while still considering any valid points contained within the complaint.
Continuous Improvement
Every complaint is an opportunity for us to review and improve our removal services across Denmark and beyond. We regularly analyse complaint data to identify recurring issues and implement changes to our procedures, staff training, vehicle planning, packing methods, and customer communication.
By following this Complaints Procedure, you help us provide a safer, more reliable, and more responsive moving service for all customers who entrust their belongings to Removals Denmark.
