Norway Removals Complaints Procedure

Norway Removals is committed to providing a reliable, professional moving service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.

1. Purpose and Scope

This procedure applies to all customers who have used, or intend to use, Norway Removals for domestic or commercial removal services, storage services, or related packing and transport services. A complaint is any expression of dissatisfaction about our service, workmanship, conduct of staff or contractors, communication, or administration that requires a response.

We take all complaints seriously and aim to resolve them promptly, fairly, and consistently. We also use the information from complaints to review our processes and raise the quality and reliability of our removals and storage operations.

2. How to Make a Complaint

You can make a complaint in writing or verbally. We recommend providing your complaint in writing wherever possible, as this allows us to capture the full details and respond more effectively. When contacting us, please include:

Your full name
The date and location of your removal or service
Any reference or booking number
A clear description of what went wrong
Details of any items involved, including an outline of any damage or loss
What you would consider a reasonable resolution

You can raise a concern informally with your move coordinator or our office team in the first instance. Many issues can be resolved quickly at this stage through clarification, further information, or a simple corrective action.

3. Time Limits for Raising Complaints

To help us investigate effectively, we ask that you raise any complaint as soon as possible after the issue arises. For service quality concerns, this should normally be within 14 days of your move or the completion of the service. For damage or loss, please let us know as soon as you notice the issue so that we can assess the situation while evidence is still available.

Complaints raised outside these timeframes may be more difficult to investigate fully; however, we will always review the information you provide and do what we reasonably can to assist.

4. Complaint Handling Stages

We aim to deal with complaints in a clear, step-by-step manner.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to a member of our team for review. We will acknowledge receipt of your complaint within a reasonable period of time and confirm that an investigation is under way.

If we need more information in order to understand the issue, we may contact you to request additional details, such as photographs of any damage, copies of documents, or clarification of events.

Stage 2: Investigation

The person handling your complaint will review all relevant information, which may include:

Your removal agreement or quote
Job notes and schedules
Condition reports, inventories, or packing lists
Statements from staff or contractors involved
Photographs or other evidence provided by you

We aim to complete our investigation and provide a response within a reasonable timeframe, taking into account the complexity of the matter and the availability of information and personnel.

Stage 3: Response and Proposed Resolution

After the investigation, we will provide you with a clear written response summarising:

The issues you raised
The steps we took to investigate
Our findings
Any proposed resolution or next steps

Where we identify that something has gone wrong, we will seek to offer a fair and proportionate remedy. This may include an explanation, an apology, corrective work, service improvements, or, where appropriate, consideration of compensation in line with our terms and conditions and any applicable insurance cover.

Stage 4: Escalation

If you are not satisfied with our Stage 3 response, you may request that your complaint be reviewed by a more senior member of the management team. At this stage, we will re-examine the information, consider any additional details you provide, and confirm whether our original decision is upheld or adjusted.

We will notify you of the outcome of the escalation review and explain the reasons for our decision in clear terms.

5. Complaints Involving Damage or Loss

In removal and storage work, complaints sometimes relate to damage to property or items, or to potential loss. In these cases, it is particularly important that we receive detailed information and supporting evidence. Please tell us as soon as possible and, where you can, provide:

Photographs of any damage
Descriptions of the items affected
Any relevant receipts or valuations
Details of how and when you discovered the issue

We will assess such complaints against the terms of your removal agreement, the declared value of your goods, and any insurance arrangements in place. Our handling of claims for damage or loss will follow both this Complaints Procedure and the applicable contract terms.

6. Behaviour and Expectations

We expect all staff and customers to act respectfully and reasonably during the complaints process. Our team will treat you with courtesy, listen carefully, and provide information in a clear, professional manner. In return, we ask that you provide accurate information, remain accessible for questions, and allow us reasonable time to investigate.

If behaviour becomes abusive, threatening, or persistently unreasonable, we may take steps to protect our staff and may limit the ways in which we are able to communicate, while still making every effort to address the underlying complaint.

7. Continuous Improvement

Norway Removals uses complaints as a valuable source of feedback. We review patterns and recurring themes to identify where training, procedures, or communication can be improved. By raising a concern, you help us refine our practices and maintain a high standard of service for customers planning moves, storage, and associated services.

8. Updates to This Procedure

We may update this Complaints Procedure from time to time to reflect changes in our operations, service offerings, or applicable requirements. Any revised procedure will apply to complaints raised after the date of publication. You may request the most recent version at any time.

Our aim is always to resolve issues fairly and to support you through every stage of your move. If you have any concerns about our service, please let us know so we can address them promptly and professionally.