Man and a Van Camden Complaints Procedure
Man and a Van Camden aims to provide a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right and improve our services for the future. This complaints procedure explains how you can raise a concern with us, what information we need, and how we will handle and resolve your complaint.
Purpose of this Complaints Procedure
This procedure is designed to offer a clear and fair process for customers who are dissatisfied with any aspect of our removal services, including but not limited to bookings, collection and delivery, handling of items, conduct of staff, timing, and administration. It applies to all customers who have used, or attempted to use, our services.
We are committed to:
Listening carefully to your concerns and treating you with respect at all times.
Handling complaints promptly, consistently and transparently.
Investigating issues thoroughly and objectively.
Providing a clear response and, where appropriate, a suitable remedy.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether it is justified or not. You may wish to complain if:
The service you received does not match what was agreed at the time of booking.
You believe our team has not handled your belongings with appropriate care.
There have been unreasonable delays or missed appointments.
You feel that staff have behaved inappropriately or unprofessionally.
You are unhappy with how a previous concern has been handled.
We encourage you to raise concerns as soon as possible so we can address them while the details are still fresh and any issues can be resolved quickly.
How to Make a Complaint
You can raise a complaint using the contact details shown on our website. Please clearly state that you wish to make a complaint and provide the following information to help us understand and investigate the matter:
Your full name and the name under which the booking was made.
The date and approximate time of the service.
The collection and delivery addresses used for the removal.
A clear description of what went wrong and what outcome you are seeking.
Any supporting details, such as photographs, booking references, or written correspondence.
We recommend submitting your complaint in writing where possible, as this creates a clear record of your concerns and helps us respond more accurately. However, we will accept complaints raised verbally and will record them in writing on your behalf.
Timescales for Raising a Complaint
To allow us to investigate effectively, we ask that you raise any complaint about our services as soon as possible, ideally within 14 days of the service taking place or of you becoming aware of the issue. Complaints raised after a longer period may be more difficult to investigate fully, particularly where details or evidence are no longer available, but we will still review them and do our best to assist.
How We Will Handle Your Complaint
Once we have received your complaint, we will follow these steps.
1. Acknowledgement
We will acknowledge your complaint as soon as reasonably practicable. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process.
2. Assessment and Investigation
We will review the details you have provided and may contact you to clarify any points or request additional information. We may also speak to members of our team involved in your booking, review job records and, where relevant, inspect any photographs or documents you have supplied.
3. Response
After investigating, we will provide you with a clear written response setting out:
Our understanding of your complaint.
The findings of our investigation.
Any decision we have reached.
Any proposed remedy or next steps.
We aim to issue a full response within 14 days of acknowledging your complaint. If, for any reason, our investigation takes longer, we will let you know and provide an updated timescale.
Possible Outcomes and Remedies
Where your complaint is upheld, we will consider appropriate steps to resolve the issue. Depending on the circumstances, this may include:
Providing further explanation or clarification.
Offering a partial or full refund or other financial adjustment, where justified.
Offering to repeat or rectify part of the service, where practical.
Taking internal action such as additional staff training or changes to procedures to prevent a recurrence.
Any remedy offered will be based on the nature of your complaint, the evidence available and our legal and contractual responsibilities as a removal service provider.
If You Remain Dissatisfied
If you are not satisfied with our final response, you may reply to us explaining why you disagree and providing any further information you consider relevant. We will review any additional points you raise and let you know whether our position has changed. We are committed to treating all feedback fairly and will make every reasonable effort to reach a resolution.
Our Commitment to Continuous Improvement
All complaints are recorded and monitored. We regularly review the type and frequency of complaints to identify patterns and areas where our removal services can be improved. This may involve updating our processes, enhancing staff training or making changes to how we plan and manage moves.
By raising a complaint, you are helping us improve the quality, reliability and consistency of our services for all customers who rely on Man and a Van Camden for moves in our service area.
Confidentiality and Data Protection
Any personal information you provide when making a complaint will be handled in line with our privacy practices and relevant data protection laws. Details of your complaint will only be shared with those who need to know in order to investigate and resolve the matter. We will retain records of complaints for an appropriate period so we can monitor trends and demonstrate how we respond to customer feedback.
Review of this Procedure
This complaints procedure is reviewed regularly to ensure it remains clear, effective and appropriate for the services we provide. We may update it from time to time to reflect changes in our operations, legal requirements or best practice within the removals sector. The version published on our website will always be the most current.
If you have any questions about this complaints procedure, or if you need assistance in raising a complaint, please contact us using the details provided on our website and we will be happy to help.
