Complaints Procedure
Camden Man and Van Complaints Procedure
Camden Man and Van is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise concerns with us, how we will respond, and what you can expect at each stage of the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and fair route to raise any dissatisfaction related to our moving, packing, loading, transport, or delivery services. We use all feedback, including complaints, to review our performance and to improve how we plan and carry out removals in the future.
This procedure applies to all customers who have used, or have arranged to use, Camden Man and Van for removals, man and van services, or related assistance.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether it is justified or not. This may include, but is not limited to:
Concerns about the standard of packing, handling, lifting, loading, unloading, or transport of your items.
Issues relating to punctuality, delays, missed appointments, or cancellations.
Concerns about the conduct, attitude, or behaviour of our removal teams or office staff.
Disputes over information given about our services, pricing, or terms and conditions.
Concerns about damage, loss, or incomplete delivery of items associated with a move.
How to Make a Complaint
You can raise a complaint in writing to our customer service team. Please provide as much detail as possible so that we can investigate thoroughly. It is helpful if you include the following information when making a complaint:
Your full name and any reference associated with your booking.
The date of your move or the date on which the issue occurred.
A clear description of what went wrong, including relevant times, addresses, and the people involved if known.
Any supporting details, such as photographs, inventories, or written notes, that help to explain the problem.
What outcome you are seeking, for example, an explanation, an apology, remedial work, or a financial resolution in line with our terms.
We encourage you to raise any concerns as soon as possible after the issue arises, ideally within a short time of the move being completed, so that details remain clear and evidence can be gathered promptly.
Initial Acknowledgement
Once we receive your complaint, we will record it on our internal system and allocate it to a member of our complaints handling team. We aim to acknowledge your complaint in writing within a reasonable period of receiving it. The acknowledgement will confirm that we have received your complaint, provide a reference for the case, and outline the next steps in our investigation.
Investigation of Your Complaint
Following acknowledgement, we will carry out a factual investigation into the issues raised. This may include:
Reviewing your booking details, inventory, and any agreed service notes.
Speaking with the removal team members and office staff involved in your move.
Reviewing any photographs, documents, or evidence you have sent to us.
Inspecting any internal reports or route logs relevant to the move.
We may contact you for further information or clarification where needed. Keeping communication open and constructive helps us reach a fair and timely outcome.
Our Response and Possible Outcomes
Once our investigation is complete, we will provide you with a written response explaining our findings. This response will aim to:
Summarise the complaint and the steps we have taken to investigate it.
Explain what we have found, including any factors that contributed to the issue.
Confirm whether your complaint is upheld in full, in part, or not upheld.
Outline any remedial actions we propose to take.
Where appropriate and in line with our terms and conditions and any applicable cover, we may offer one or more of the following:
A clear explanation or further information.
A written apology.
Corrective action, such as returning to complete agreed tasks where reasonable.
A goodwill gesture, which may include a financial settlement or reduction, subject to our contractual obligations and limitations of liability.
Timeframes
We aim to resolve complaints as promptly as practical. Many issues can be resolved swiftly, but more complex matters may require additional time for investigation. Where a complaint cannot be fully resolved within a short timeframe, we will keep you informed of progress and provide updates if there are any significant changes or delays in the process.
Escalating Your Complaint Internally
If you are not satisfied with the outcome of the initial investigation, you can request that your complaint is reviewed by a more senior member of our team. When requesting an internal escalation, please:
Explain why you are unhappy with our original response.
Provide any new information or evidence that you feel has not been considered.
Confirm what outcome you are seeking from the escalation.
The senior reviewer will reassess the complaint, the evidence, and the original decision. We will then provide a final written response summarising their conclusions and any further actions, if appropriate.
Fairness and Confidentiality
We will handle your complaint fairly, objectively, and without discrimination. All complaints are dealt with confidentially, and details are shared only with staff who need to know in order to investigate and respond. We also expect customers to treat our team with courtesy and respect throughout the process.
Learning from Complaints
Complaints are an important source of feedback for Camden Man and Van. We regularly review complaints to identify recurring themes, training needs, or operational changes that could improve the reliability and quality of our removals and man and van services. By doing this, we aim to reduce the likelihood of similar issues occurring for other customers in the future.
Review of this Procedure
This Complaints Procedure is reviewed periodically to ensure that it remains clear, effective, and in line with our working practices and legal responsibilities. We may update the procedure from time to time to reflect changes in our services or to incorporate improvements based on customer feedback.
If you have any concerns about our services, we encourage you to use this procedure so that we can address the issue and continue to improve how we manage every move.
