Complaints Procedure for Removals in Germany

We want every move to run smoothly from planning to delivery. If something does not go as expected, we are committed to resolving the issue quickly, fairly and transparently. This complaints procedure explains how you can raise a concern about our removal services in Germany, how we will respond, and what you can expect at each stage.

Our commitment to you

We treat all complaints seriously and view them as an opportunity to improve our service. We aim to:

Respond politely and professionally at all times.

Investigate complaints carefully and impartially.

Provide clear and timely updates on the progress of your complaint.

Offer fair solutions where we have fallen short of our standards.

Who can make a complaint

This procedure is available to all private and commercial customers who have used, or are using, our removal services within Germany. A complaint can be made by the person who booked the service, or by an authorised representative acting on their behalf.

What you can complain about

You can complain about any aspect of our removal services, for example:

Quality of packing, loading, transport or unloading.

Delays to collection or delivery within Germany.

Damage to property or loss of items during your move.

Behaviour or conduct of our staff or subcontractors.

Accuracy of information provided during quotation and planning.

Invoicing, charges or how your payment has been handled.

If you are unsure whether your concern falls within this procedure, you are still encouraged to contact us so that we can advise you.

How to raise a complaint

You can raise a complaint verbally or in writing. Written complaints help us to understand the issue more clearly, so we may ask you to confirm certain details in writing, even if you first contact us by telephone.

When submitting your complaint, please include:

Your full name and, if applicable, your company name.

Your service or booking reference.

The date and location of your move within Germany.

A clear description of what went wrong and when it happened.

Details of any damage, missing items or additional costs.

Any supporting information you may have, such as photographs or inventory lists.

Providing complete information at the outset helps us to investigate more quickly and accurately.

Time limits for complaints

To allow us to investigate effectively, we ask that you raise your complaint as soon as possible after the problem occurs.

Visible damage or loss should be reported as soon as it is noticed, preferably on delivery or immediately afterwards.

Other service issues should normally be reported within a reasonable time from the date of your move.

If you raise a complaint at a later date, we will still review it, but it may be more difficult to obtain the information we need to investigate fully.

How we handle your complaint

Our complaints procedure follows a clear, step-by-step process designed to provide you with a prompt and fair outcome.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it and record it in our internal system. We will confirm that we have received your complaint and outline the next steps in the process.

Stage 2: Investigation

Your complaint will be assigned to a responsible person who was not directly involved in the original issue wherever possible. During the investigation we may:

Review your booking details, inventory and service documents.

Speak with the crew or coordinator involved in your removal.

Inspect photographs or other evidence you provide.

Arrange an assessment of any reported damage where appropriate.

We may contact you if we need further information or clarification.

Stage 3: Response and proposed resolution

After completing our investigation, we will provide a written response. This will normally include:

A summary of the issue you raised.

An explanation of our findings.

Whether your complaint is upheld in full, in part, or not upheld.

Details of any corrective action, compensation proposal or service improvement measures.

We aim to provide a full response within a reasonable time. If we need longer, we will explain the reason and provide an updated timescale.

If you are not satisfied with our response

If you do not agree with the outcome of Stage 3, you can ask for your complaint to be reviewed. Where possible, this review will be carried out by a senior member of our team who was not involved in the first investigation.

During the review we will reconsider the evidence, any new information you provide and the fairness of our proposed resolution. We will then send you a final response explaining our decision and the reasons for it.

Claims for loss or damage

If your complaint involves loss or damage to your belongings during your move in Germany, any claim will be assessed in line with the terms and conditions agreed at the time of booking and, where applicable, any additional insurance cover you arranged.

We may request evidence such as photographs, purchase receipts or repair estimates to help us evaluate your claim. Please keep any damaged items and packaging until the investigation is complete, as they may be required for inspection.

How we use complaint information

We keep a record of all complaints to help us monitor performance and improve our removals services across Germany. We regularly review complaint data to identify trends, training needs and opportunities to enhance our processes, customer communication and handling of personal belongings.

Confidentiality and data protection

All complaints are handled in confidence. Information is only shared within our company where necessary to investigate and resolve the issue. We handle your personal data in line with applicable data protection laws and retain complaint records only for as long as required by legal and business needs.

Continuous improvement

Your feedback, whether positive or negative, helps us strengthen our services for future moves within Germany. By following this complaints procedure, we aim to ensure that any problems are dealt with professionally and that lessons learned are used to prevent similar issues from arising again.