Complaints Procedure for Removals to Denmark

We aim to provide a reliable and professional removals service to Denmark. If something goes wrong, we want to know about it and put it right as quickly as possible. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and treat them as an opportunity to improve our services. Whether your complaint relates to packing, loading, transport, delivery in Denmark, customs-related issues, or customer service, we will investigate your concerns fairly and promptly.

We will always aim to:

• Acknowledge your complaint promptly
• Keep you informed throughout our investigation
• Provide a clear response and explanation
• Offer appropriate remedies where we are at fault
• Learn from your feedback to improve our removals services to Denmark

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removals service, whether justified or not. This can include, but is not limited to:

• Delays in collection or delivery of your belongings
• Damage to items or property during packing, loading, transport, or unloading
• Missing items following your move to Denmark
• Issues with documentation, inventories, or customs-related processes
• Concerns about staff behaviour or professionalism
• Problems with communication, billing, or agreed service levels

How to Make a Complaint

You can make a complaint in writing. Please provide as much detail as possible so we can investigate your concerns thoroughly. To help us respond efficiently, include the following information:

• Your full name
• Your reference number, if available
• The origin and destination of your removal
• The date of collection and, if applicable, the date of delivery
• A clear description of what went wrong
• Any supporting information, such as photographs, inventories, or delivery notes

We encourage you to raise your complaint as soon as possible after you become aware of an issue, particularly in cases involving loss or damage to items transported to Denmark.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to a trained member of our team for review. We will acknowledge your complaint within a reasonable timeframe and confirm that we are investigating. At this stage we may contact you to clarify details or request additional information, such as copies of documents or photographs relating to your move.

Stage Two: Investigation of Your Complaint

We will carry out a thorough investigation, which may include:

• Reviewing your booking details and removal agreement
• Examining inventories, condition reports, and any signed documentation
• Speaking with the crew members involved in your move to Denmark
• Checking route and scheduling information where delays are raised
• Assessing any evidence you have provided, such as photographs or delivery notes

We aim to complete our investigation within a reasonable timeframe. Complex cases, especially those involving international shipping or customs processes, may take longer, but we will keep you updated on progress.

Stage Three: Response and Outcome

After our investigation, we will send you a written response setting out:

• A summary of your complaint
• The steps we took to investigate
• Our findings and conclusions
• Any actions we will take to resolve the matter

Where we identify that we are at fault, we will explain any remedies available to you in line with our terms and conditions and any applicable insurance or protection you have selected. This may include repair, replacement, or financial settlement where appropriate and justified.

If You Are Not Satisfied with Our Response

If you are unhappy with our response, you may ask for a further review. Please explain which aspects of our decision you disagree with and provide any additional information you believe is relevant. We will arrange for a more senior member of our team, who was not involved in the original investigation, to review your complaint and our handling of it.

Following this review, we will provide you with a final written response, confirming whether our original decision stands or whether any changes will be made.

Timescales

We aim to act as quickly as possible at each stage of the complaints process. Response times may vary depending on the complexity of your move, the availability of documentation, and the nature of the issue, especially for international removals to Denmark. If there is any delay, we will let you know the reason and give you an indication of when you can expect an update.

Your Responsibilities

To help us deal with your complaint effectively, we ask that you:

• Raise any concerns as soon as possible
• Provide accurate and complete information
• Keep copies of any relevant documents and photographs
• Communicate with our team in a respectful and constructive way

Continuous Improvement

We regularly review all complaints related to removals to Denmark to identify trends, training needs, and opportunities to improve our services. Feedback from our customers plays a key role in helping us maintain and enhance our standards of care, safety, and professionalism throughout every stage of your move.

This Complaints Procedure does not affect your statutory rights. Our standard terms and conditions, along with any separate insurance or protection cover you have, will also apply to your move.