Complaints Procedure for Removals Belgium
This Complaints Procedure explains how customers using our removal services in Belgium can raise concerns, how we handle them, and what you can expect from us at each stage. Our aim is to resolve issues quickly, fairly and transparently, while continually improving our local and international moving services.
1. Purpose and Scope
This procedure applies to all customers who use our household, office or specialist removals services within Belgium or to and from Belgium. It covers complaints about our service quality, communication, handling of belongings, punctuality, conduct of our team, and aftercare. It does not cover disputes that are already being handled by a court or an external dispute resolution body.
2. Our Commitment to You
We are committed to providing a reliable, professional and careful removals service. If something goes wrong, we want to know about it so that we can put things right where possible and prevent similar issues from happening again. We will handle every complaint in a respectful, impartial and timely manner.
3. What We Class as a Complaint
A complaint is any expression of dissatisfaction about our removals services where a customer expects a response or resolution. This may relate to the booking process, packing and loading, transport within Belgium or abroad, delivery and unloading, storage, or any associated service such as dismantling and reassembly.
4. How to Raise a Complaint
You can raise a complaint verbally or in writing. Wherever possible, we recommend that you provide your complaint in writing so that we have a clear record of the issue and can investigate effectively. Please include the following information to help us deal with your complaint efficiently:
• Your full name and any reference number connected to your move
• The address where the removal service took place and the destination address
• The date or dates on which our services were provided
• A clear description of what went wrong and how it affected you
• Details of any team members involved, if known
• Any supporting information you consider relevant, such as photos or inventory notes
5. Time Limits for Submitting a Complaint
We encourage you to raise any concern as soon as possible. For service quality issues, please contact us within a reasonable time after your move so we can investigate while details are still clear. For potential loss or damage to goods, please refer to your contract terms, which may specify particular time limits for notifying us of damage or missing items.
6. Acknowledgement of Your Complaint
Once we receive your complaint, we will send you an acknowledgement. In this acknowledgement we will confirm that we have received your complaint, outline the next steps and provide an estimated timescale for our full response. If we need more information from you to begin our investigation, we will let you know at this stage.
7. Investigation Process
We will assign a member of our team, who was not directly involved in the issue, to investigate your complaint. The investigation may include reviewing your booking details, transport documents, inventory lists, photographs, condition reports, correspondence and statements from any staff involved. For moves within Belgium, we may also review route planning and local delivery conditions to understand any delays or access problems.
Throughout the investigation we may contact you to clarify points, request additional information or update you on progress. Our objective is to obtain a complete picture of what happened so that we can respond fairly.
8. Our Response and Possible Outcomes
Once the investigation is complete, we will provide you with a written outcome. This will explain:
• A summary of your complaint
• The steps we took to investigate
• Our findings and conclusions
• Any actions we propose to resolve the matter
Depending on the nature of the complaint and the findings, possible outcomes may include an explanation, an apology, corrective work, a service gesture or, where appropriate and in line with our contractual terms and any applicable insurance, a financial settlement. Any offer made will be based on the evidence available and the conditions agreed in your moving contract.
9. Timescales
We aim to resolve most complaints within a reasonable timeframe from the date we receive all the necessary information. If we anticipate that our investigation will take longer, we will keep you informed of the progress and let you know when you can expect a final response. Complex cases, particularly those involving multiple parties or international transit, may require more time.
10. Escalation if You Are Not Satisfied
If you are unhappy with our final response, you may request that your complaint is reviewed by a senior manager. This secondary review will consider both the handling of your complaint and the conclusions reached. We will then provide you with a further written response explaining whether our decision is upheld or adjusted.
In addition to our internal process, you may have the option to seek independent advice or pursue other forms of dispute resolution, in line with local regulations and your contractual rights.
11. Data Protection and Confidentiality
We treat all complaint information confidentially and use it only for the purpose of handling the issue and improving our removals services. Any personal data you provide will be processed in accordance with our data protection obligations. We will not share your details outside our organisation unless required by law or with your explicit consent.
12. Continuous Improvement
Complaints and feedback help us to refine our services for customers moving within Belgium and across borders. We regularly review complaint trends to identify areas where we can improve training, procedures, communication and operational planning. By following this Complaints Procedure, we aim to maintain a high standard of service and build long-term trust with our customers.
