Complaints Procedure

Man with Van Camden Complaints Procedure

This Complaints Procedure explains how you can raise a concern about the services provided by Man with Van Camden and how we will respond. It applies to all customers using our man and van and removal services, including home moves, office moves, single-item transport and related support services.

Our Commitment to You

We aim to provide a reliable, efficient and respectful removal service at all times. If something goes wrong, we want to know about it so that we can put it right and improve our service. We treat every complaint seriously, investigate it fairly and aim to resolve matters as quickly as possible.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it is justified or not. This can include, but is not limited to:

Concerns about the standard of our removal or man and van services, punctuality or conduct of our team, how your belongings were handled or protected, damage or loss of items during a move, how your booking or payment was managed, or how we communicated with you before, during or after the service.

We encourage you to raise any issue you are unhappy about, even if you are not sure it is a formal complaint.

How to Make a Complaint

You can make a complaint in writing or verbally. Providing as much detail as possible will help us investigate thoroughly.

When submitting your complaint, please include:

Your full name, the date of your move or booking, the address where the service was carried out, a clear description of what went wrong, details of any items affected, including approximate value where relevant, and what you would like us to do to resolve the matter.

You may raise your complaint with the driver or team leader on the day of your move, or directly with our office or management team after the service.

Time Limits for Making a Complaint

Please raise any issues as soon as possible so we can investigate while details are still clear.

For service concerns, including timekeeping, behaviour, or general quality of service, we ask that you contact us within 7 days of the job. For damage or loss of items, please contact us as soon as you become aware of the issue and within 7 days of the move wherever possible. Providing photographs, inventories or receipts, where available, will support your claim.

We may still consider complaints raised after these timeframes, but the delay might limit what we can do if evidence is no longer available.

How We Will Handle Your Complaint

When we receive your complaint, we follow a clear process to ensure it is handled properly and fairly.

Acknowledgement: We will acknowledge your complaint and confirm that we have started our investigation. Investigation: We will review booking records, job notes, photographs, and any communication relating to your move. Where appropriate, we will speak with the driver and any staff who were present. We may contact you for further information or clarification. Response: Once our investigation is complete, we will provide you with a written or verbal response explaining our findings, any actions we are taking to resolve the issue, and any steps we will put in place to help prevent similar issues in the future.

We aim to provide a full response within 10 working days. If the matter is complex or requires more time, we will let you know and keep you updated on progress.

Possible Outcomes and Resolution

Depending on the circumstances, possible outcomes may include:

An explanation or clarification about what happened, an apology where we have fallen short of our standards, corrective action on future bookings or internal training for our team, practical steps to resolve a problem, such as returning to complete an agreed service, or, where appropriate and subject to our terms and conditions, a contribution towards repair or replacement of damaged items.

Any compensation or financial remedy will be assessed on a case by case basis, taking into account our terms, the condition and value of the goods, and any evidence provided.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint or how it has been handled, you can ask for the decision to be reviewed.

To escalate your complaint, please state clearly that you wish to request a review. Where possible, refer to the original complaint, the response you received, and explain what you remain unhappy about and what you would like to see as a resolution.

A different member of our management team will review the handling of your complaint, the evidence available and the decision made. We will then provide you with a final response and explain our reasoning.

Fair Treatment and Confidentiality

We treat all complaints confidentially and only share information internally where necessary to investigate and resolve the issue. We will handle your concern without discrimination, and raising a complaint will not affect any current or future bookings with us.

We also expect customers to treat our staff respectfully while a complaint is being investigated. We will not tolerate abusive or threatening behaviour towards our team.

Using Complaints to Improve Our Service

Complaints are an important source of feedback that helps us improve the moving and transport services we provide across our service area. We regularly review complaints to identify patterns and make changes to our training, processes and communication so that similar problems are less likely to happen in the future.

By following this Complaints Procedure, Man with Van Camden aims to respond to issues promptly, deal with them fairly and maintain the trust of our customers for all removal and man and van services we provide.