Man With a Van Camden Complaints Procedure

Man With a Van Camden is committed to providing a reliable, professional and courteous removal service for every move we carry out. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put things right, learn from the issue and improve our services for future customers.

This complaints procedure explains how you can raise a concern with us, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We aim to handle all complaints promptly, fairly and consistently. We will always treat you with respect, listen carefully to your concerns and make every reasonable effort to resolve matters in a way that is fair to you and to our business.

All complaints are taken seriously, whether they relate to our removal teams, scheduling and logistics, pricing and charges, property access, or how your belongings have been handled and transported.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, where you would like us to investigate and respond. Examples include, but are not limited to:

Concerns about the conduct, attitude or professionalism of our staff during a removal job.

Issues with timing, such as late arrival, delays or incomplete work on the agreed day.

Disputes or confusion relating to quotes, invoices, charges or payment terms.

Concerns about damage, loss or handling of your belongings during loading, transport or unloading.

Any aspect of our communication with you before, during or after your move.

How to Make a Complaint

You can raise a complaint in writing or verbally. Although we accept verbal complaints, we encourage you to set out your concerns in writing wherever possible, as this helps us understand the details clearly and respond more effectively.

Please include the following information to help us investigate:

Your full name and, if applicable, the name used on your booking.

The date and approximate time of your move or scheduled service.

The address where the removal service started and the delivery address.

A clear description of what went wrong, including any relevant times, locations and names of staff members if known.

Any supporting details that may help us investigate, such as photos, inventory notes, or references to your quote or booking confirmation.

How you would like us to resolve the matter, if you have a preferred outcome.

Time Limits for Raising a Complaint

To help us investigate fairly and accurately, we ask that you raise your complaint as soon as reasonably possible after the issue occurs.

For general service issues, please contact us within 14 days of the date of your move.

For damage to items or property, please contact us as soon as you become aware of the issue, ideally within 7 days of the move, and keep the items and any packaging available for inspection.

We may still consider complaints made outside these timeframes, but our ability to investigate and offer a suitable resolution may be limited if too much time has passed.

How We Handle Your Complaint

Once we receive your complaint, the process is as follows:

Acknowledgement: We will acknowledge your complaint and confirm that we are looking into the matter. If we require further information from you to understand the situation, we will let you know.

Investigation: A member of our management team will review the details of your complaint. This may involve speaking to the removal team involved, reviewing job notes and schedules, and examining any photos or documents you provide.

Response: Once the investigation is complete, we will contact you with our findings, explain what we believe happened and, where appropriate, offer a proposed resolution.

We aim to provide a full response within 10 working days of receiving all necessary information from you. If the investigation is likely to take longer, we will let you know and provide an estimated timescale for our final response.

Possible Outcomes and Resolutions

Our goal is to reach a fair and reasonable outcome based on the information available. Depending on the nature of the complaint, possible outcomes may include:

An explanation or clarification where there has been a misunderstanding.

An apology where we have fallen short of our expected standards.

Corrective action for future moves, such as staff training or service improvements.

A review of any charges applied to ensure they are accurate and in line with our agreement with you.

Where appropriate and at our discretion, a gesture of goodwill or contribution towards repair or replacement costs, in accordance with our terms and conditions and any relevant limitations or exclusions that were provided to you at the time of booking.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint or the way it has been handled, you can ask for your complaint to be reviewed again by a senior member of our team.

When requesting an escalation, please explain why you are unhappy with the initial response and what further outcome you are seeking. We will then carry out a secondary review of your complaint, taking into account any additional information you provide.

Following this review, we will provide you with our final position on the matter.

Use of Your Information

Any personal information you provide as part of your complaint will be handled in line with our privacy practices. We will only use your details to investigate your concerns, respond to you and improve our removal services.

Continuous Improvement

We review complaints regularly to identify trends, recurring issues and opportunities to improve our removal processes, staff training, communication and customer care. Your feedback, whether positive or negative, helps us maintain and enhance the quality of service we aim to deliver to all customers using Man With a Van Camden.

By following this complaints procedure, we hope to resolve issues efficiently and fairly, and to retain your confidence in our services for future moves.