Camden Man and Van Complaints Procedure

This Complaints Procedure explains how Camden Man and Van manages concerns and complaints about our removal and man and van services. Our aim is to resolve issues quickly, fairly and transparently, while using feedback to improve our service for future customers.

Our commitment to you

We understand that moving home, office or belongings can be stressful. If something goes wrong with any part of our service, we want to know. We are committed to:

Listening carefully to your concerns, treating every complaint seriously, handling complaints professionally and without discrimination, aiming for a prompt and reasonable resolution, learning from the outcome to reduce the likelihood of similar issues in the future.

What this procedure covers

This procedure applies to complaints about removal and man and van services provided by Camden Man and Van. This includes collection, transportation and delivery of items, booking arrangements, timings, staff conduct, care of property and belongings, and general service quality.

It does not cover matters that are already the subject of legal proceedings, insurance claims made directly with an insurer rather than with us, or issues that fall outside our control, such as delays caused by third parties or events beyond our reasonable control. Where your concern does not fall within this procedure, we will explain why and, where possible, advise you on the most appropriate next step.

Raising a concern informally

If you experience a problem on the day of your move or at any point during the service, we encourage you to raise it as soon as possible. Speaking to a member of our team at the time often allows us to put things right quickly.

Where an issue can be resolved informally and to your satisfaction, we will record the details for our internal monitoring and no further action may be necessary. If you are not satisfied with the immediate response or you prefer a more formal process, you can make a formal complaint as outlined below.

How to make a formal complaint

If you wish to make a formal complaint about our removal or man and van services, please provide the following information so we can investigate efficiently:

Your full name, your preferred method for us to contact you, the date of your move or booking, the address where the service was provided, a clear description of what went wrong, details of any loss or damage, and what outcome you are seeking, where applicable.

The more detail you can provide, the easier it will be for us to review your complaint fully and fairly. If you need support to set out your complaint, please let us know and we will do what we reasonably can to assist.

Time limits for making a complaint

We ask that you raise any complaint as soon as possible after your move or service date, particularly where loss or damage is involved. Prompt reporting helps us to investigate thoroughly, speak to the staff involved and consider any relevant evidence. While we will consider complaints raised later, delays may affect the level of detail or evidence available.

How we handle your complaint

Once we receive your formal complaint, we will follow a clear process:

Acknowledgement. We will acknowledge your complaint and confirm that it is being reviewed. We will also let you know if we need any further information from you at this stage.

Investigation. An appropriate member of our team will review your complaint in detail. This may include checking booking details and job records, speaking to the staff who carried out the removal work, considering photographs, inventories or other evidence, and where relevant, assessing any reported loss or damage.

Response. After the investigation, we will provide a written response explaining our findings. We will set out whether your complaint is upheld in full, upheld in part or not upheld, and explain the reasons for this decision in clear terms.

Outcome. Where we agree that something has gone wrong, we will explain any steps we propose to resolve the issue. Depending on the circumstances, this may include an apology, corrective action, or other reasonable measures. Any financial or practical remedy will always take into account the specific facts of your case and any contractual terms agreed at the time of booking.

Timescales for response

We aim to resolve most complaints within a reasonable period from the date we receive all the information needed to assess your case. If the matter is complex or requires more detailed investigation, it may take longer. In those situations, we will keep you informed about progress and let you know when you can expect an update or a final response.

If you remain dissatisfied

If you are not satisfied with our response, you may request that your complaint is reviewed again. You should explain why you believe the outcome is incorrect or incomplete and provide any additional information that you feel is relevant.

We will reconsider your complaint in light of any new details and provide a further written response. This review will normally be our final position on the matter. If you still disagree with the outcome, you may wish to seek independent advice about your options.

Our use of complaints to improve our service

We value feedback from every customer, whether positive or negative. Complaints help us identify where our removal and man and van services can be improved, for example by refining our booking procedures, enhancing staff training, or reviewing how we handle items and access to properties.

We regularly review complaint trends to understand recurring issues, with the aim of reducing the chances of similar problems occurring in the future and maintaining a professional, reliable service for all customers.

Data protection and confidentiality

All complaints are handled in line with our approach to data protection and privacy. Information you provide as part of a complaint will be used only for the purpose of investigating and responding to your concerns, improving our services where appropriate, and meeting any legal or regulatory obligations. We will keep your information secure and share it only where necessary and lawful.

Updates to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or applicable requirements. The version published here will always represent the procedure currently in force for Camden Man and Van.