Complaints Procedure for Man with Van Camden Town

This Complaints Procedure explains how customers of Man with Van Camden Town can raise a concern or complaint about our removal and man with a van services, and how we will respond. We aim to provide a reliable and professional moving service, but we recognise that sometimes things may not go as planned. When that happens, we want to know so that we can put it right and improve our service.

Scope of this Complaints Procedure

This procedure applies to all customers who use our man and van, house removals, office moves, and related transport or moving services. You can use it to complain about any aspect of our service, including booking arrangements, conduct of staff, service quality on moving day, damage to property or goods, delays, charges and invoicing, and communication before, during, or after the move.

This procedure does not cover issues that are already the subject of legal action or insurance claims, although we will still cooperate with any investigation carried out by your insurers or other relevant bodies.

Our Complaints Principles

When handling complaints, Man with Van Camden Town is committed to being accessible and easy to contact, fair and impartial, consistent and transparent, timely and responsive, and focused on putting things right where we have made a mistake. We will always treat customers with respect and expect our staff to be treated in the same way.

How to Make a Complaint

You can raise a complaint in writing or verbally. We encourage written complaints where possible, as this helps ensure we fully understand the issue and can keep a clear record of what has been raised. You may submit a complaint by contacting us through our usual communication channels, clearly stating that you wish to make a complaint.

When making a complaint, please provide your full name, the service address or collection and delivery points, the date of your removal or booking, a clear description of what went wrong, details of any loss or damage (with photos if available), and how you would like us to resolve the issue. The more detail you can provide, the easier it will be for us to investigate thoroughly.

Complaints About Removal Day Service

For complaints specifically related to the moving day, such as delays, conduct of movers, handling of items, or issues with the vehicle, please raise your concern as soon as reasonably possible. If you notice a problem while the team is still on site, you are encouraged to mention it to the team leader so they can attempt to address it immediately.

If damage to items or property is discovered after the team has left, please contact us promptly with details and photographs so that we can assess the situation and consider appropriate next steps.

Timescales for Making a Complaint

You should make your complaint as soon as you can. For most service issues, we ask that complaints are raised within 14 days of the service being provided. For damage to goods or property, we ask that you contact us as soon as you become aware of the issue. Although we will consider complaints raised later, delayed reporting may affect our ability to investigate fully and could limit the remedies available, especially where third-party insurers or partners are involved.

How We Will Handle Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will then appoint a person responsible for reviewing your complaint. This might be a manager or another senior member of staff not directly involved in delivering the service that is being complained about.

The investigation may include reviewing booking records and communications, speaking to the removal team or drivers involved, examining any photos, videos, or other evidence you provide, and checking relevant policies, procedures, and terms and conditions. We may contact you if we need more information or clarification.

After we have completed our investigation, we will provide you with a written or verbal response explaining our findings, any steps we have taken or propose to take to resolve the issue, and any changes we will make to our services or processes to reduce the chance of similar problems occurring in future.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following: an explanation or apology, corrective action to complete or rectify the service, a goodwill gesture where appropriate, or referral to our insurance process if a claim may be appropriate under our policies and subject to the terms of cover.

Any remedy we offer will take into account our contractual terms, the evidence available, and any applicable limitation or exclusion clauses. In some cases, we may decide that no remedial action is appropriate if we find that we met our obligations and acted reasonably.

Escalation if You Are Not Satisfied

If you are not satisfied with the initial outcome, you may ask for the complaint to be reviewed again. In your escalation request, explain why you disagree with the outcome and highlight any information you believe has not been considered. A different person will review the complaint where possible. Following this review, we will provide a final response explaining our position.

If you still remain dissatisfied after our final response, you may wish to seek independent advice, for example from a consumer advice organisation, legal advisor, or other appropriate body. Any external escalation will be subject to their own rules and processes.

Responsibilities and Staff Training

All staff involved in our removal and man with a van services are expected to cooperate fully with complaint investigations. Managers are responsible for ensuring that complaints are recorded, monitored, and used to improve our services. We may use anonymised complaint data to review performance, adjust staff training, and refine our procedures across the service area we cover.

Data Protection and Confidentiality

We treat all complaint information as confidential and will handle it in line with data protection principles. Details of your complaint will only be shared with those who need to know in order to investigate and resolve the issue.

Review of this Complaints Procedure

Man with Van Camden Town will review this Complaints Procedure periodically to ensure it remains clear, effective, and appropriate to the services we provide. Changes may be made from time to time, and the most recent version will apply to any new complaint. We encourage customers to raise any concerns promptly so that we can work together to resolve them as quickly and fairly as possible.