Complaints Procedure for Removals Spain

We are committed to providing a professional, reliable removals service throughout Spain. 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 respond, and what you can expect from us at every stage.

1. Our Commitment to Handling Complaints

We treat all complaints seriously and use them as an opportunity to improve our removals and storage services. Our aims are to:

Respond promptly and courteously to any concern you raise.

Investigate fairly and thoroughly, taking into account all relevant information.

Provide a clear explanation of our findings and any actions we will take.

Resolve issues wherever possible without unnecessary delay.

2. What Is a Complaint

A complaint is any expression of dissatisfaction about our removals, packing, transport, storage, or related services, whether justified or not. This may include:

Concerns about the conduct of our staff or contractors.

Issues with packing, loading, transport, or delivery of your belongings.

Disputes about charges, quotations, or invoicing.

Concerns about the condition of goods on arrival.

Problems with communication, scheduling, or customer service during your move within Spain or to and from Spain.

3. How to Make a Complaint

You can raise a complaint in writing, by phone, or in person. So that we can deal with it efficiently, please provide the following information:

Your full name and contact details.

Your reference number or booking details, if available.

The date and location of the service you are complaining about.

A clear description of what went wrong, including relevant dates and times.

Any supporting information, such as photographs, inventory lists, or copies of correspondence.

We encourage you to raise your complaint as soon as possible after the issue occurs, while details are still clear and evidence is readily available.

4. Initial Acknowledgement and Timescales

Once we receive your complaint, we will:

Acknowledge your complaint and confirm that it is being investigated.

Where necessary, request any further information we need to understand the matter fully.

We aim to provide a full written response within 14 calendar days of receiving all relevant information. If we are unable to meet this timescale due to the complexity of the complaint or the need to obtain information from third parties, we will inform you and provide a revised timeframe.

5. Investigation Process

Your complaint will be handled by a member of our management team who is not directly involved in the issue you have raised. Our investigation may include:

Reviewing your booking details, inventory, and service records.

Speaking with members of our removals crew, office staff, or partners involved in your move.

Examining photographs, condition reports, packing notes, and delivery notes.

Assessing whether our internal procedures and industry standards were followed.

We will consider both your account and any other evidence available to reach a fair and balanced conclusion.

6. Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a clear written response. This will usually include:

A summary of the complaint you raised.

Details of the steps we took to investigate.

Our findings and conclusions.

Any corrective actions we will take, such as service improvements, staff training, or amendments to our procedures.

Where appropriate, information about any remedies we may offer in line with our terms and conditions and applicable law.

If we do not uphold your complaint, we will explain the reasons clearly and provide details of any evidence we relied upon in reaching our decision.

7. Escalation if You Are Not Satisfied

If you are dissatisfied with our initial response, you may request that your complaint be escalated. In that case, your complaint and our handling of it will be reviewed by a senior manager. They will consider whether:

The investigation was thorough and impartial.

All relevant information was taken into account.

The outcome was reasonable in light of the evidence.

Following this review, we will provide a final written response explaining either that our original decision is upheld or that it is being varied, together with reasons.

8. Complaints Relating to Damaged or Lost Items

For complaints involving damage or loss of items during removals within Spain or international moves, we may require additional documentation such as inventories, photographs, or proof of value. Please refer to your contract and insurance terms for any specific notification periods and evidential requirements. We will explain clearly what is needed and how it will be used in assessing your complaint.

9. Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used solely for the purpose of investigating and resolving your complaint, and for improving our removals and storage services. We handle personal data in accordance with applicable data protection laws and our privacy practices.

10. Using Complaints to Improve Our Service

We regularly review complaints data to identify trends and areas for improvement in our operations across Spain. This may include updating training for our crews, reviewing packing and handling procedures, improving route planning and scheduling, or enhancing communication with customers before, during, and after their move.

By following this complaints procedure, our intention is to resolve individual issues fairly and to continuously improve the quality and reliability of our removals services.