Removals Switzerland is committed to delivering a professional, reliable and respectful removals service for customers moving home or business premises. We recognise that, on occasion, things may not go as planned. This Complaints Procedure sets out how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
This procedure applies to all customers who have used, or are in the process of using, our removal or related services. Its purpose is to ensure that any dissatisfaction is handled in a clear, consistent and timely way, with a focus on resolution and service improvement.
A complaint is any expression of dissatisfaction about our services, staff conduct, communication, scheduling, handling of goods, or associated administration, where a response or resolution is expected.
If you are unhappy with any aspect of our service, we encourage you to raise the issue as soon as possible, ideally while the crew or coordinator is still on site or actively managing your move. Many issues can be resolved quickly at this stage.
If the matter cannot be resolved informally, or if you prefer a more formal approach, you can submit a written complaint. Please include the following information so that we can investigate effectively:
Your full name and, where applicable, the name of your company
The date of your move or the scheduled service date
The collection and delivery locations
A clear description of the issue, including dates and times where relevant
Details of any damage, loss or delays you wish to report
Any steps already taken or any discussion you have already had with our staff
Your preferred outcome or what you consider to be a fair resolution
To help us investigate accurately, complaints should be raised as soon as reasonably possible after the event in question. As a general guideline:
Service-related complaints, such as punctuality, behaviour, or conduct on the day of the move, should be raised within 14 days of the service date.
Complaints involving loss or damage to goods should be raised as soon as the issue is discovered, and ideally within 7 days of delivery, so that we can review records, photographs and any packing details.
We will consider complaints raised after these times, but our ability to investigate thoroughly may be limited.
Once we receive your formal complaint, we will acknowledge it in writing. The acknowledgement will normally be sent within a reasonable working period and will confirm that your complaint has been logged, outline the main points we understand from your description, and explain the next steps and anticipated timeframes.
Your complaint will be reviewed by a member of our management or customer service team who was not directly involved in the incident. This is to ensure that your concerns are considered fairly and objectively.
The investigation may include:
Reviewing your booking details, service notes and signed documents
Speaking with the removal crew, coordinators or office staff involved
Examining photographs, inventory lists, packing records or condition reports where relevant
Assessing any applicable contractual terms and accepted industry standards for removal services
We may contact you for further information or clarification if needed. Providing clear and complete details can help us reach a conclusion more quickly.
After we have completed our investigation, we will provide a written response setting out:
A summary of your complaint
The steps we took to investigate
Our findings, based on the available evidence
Any offer of corrective action, remedy or explanation
Where we identify that our service has fallen below expected standards, we will consider appropriate remedies. These may include, where appropriate and in line with our terms and conditions, practical solutions to address remaining tasks, goodwill gestures, or compensation for proven loss or damage within the scope of our contractual responsibilities.
If you remain dissatisfied after receiving our written response, you may request a further review. In your request, please explain which parts of the response you disagree with and provide any additional information you believe has not been considered.
Where possible, a different senior member of staff will review the case. They will assess whether the original investigation was thorough and fair, and whether the outcome remains appropriate in light of any new information.
To ensure that complaints can be handled fairly, we ask that customers:
Provide accurate and complete information about the issue
Retain and share any relevant documents or photographs
Communicate in a respectful and constructive manner
Allow us a reasonable opportunity to investigate and respond
Co-operation from both sides supports a quicker and more satisfactory resolution, particularly where multiple parties or locations are involved in the removal process.
All complaints, whether upheld or not, are recorded and monitored. We review this information regularly to identify patterns, training needs and opportunities to improve our removals planning, packing standards, communication processes and overall customer experience.
By following this Complaints Procedure, we aim to address individual concerns fairly while also enhancing the quality and reliability of our services across Switzerland and for any associated cross-border moves.
Your complaint and any related personal information will be handled confidentially and used solely for the purposes of investigating and resolving your concerns, administering your contract and improving our services. Information is shared internally only with staff who need it to manage the matter appropriately.
By setting out this structured Complaints Procedure, Removals Switzerland seeks to reassure customers that any concerns will be taken seriously, examined carefully and used to maintain and improve the quality of our removal services.
