Complaints Procedure for Man with Van Camden

Man with Van Camden is committed to providing reliable and professional removal services for home, office and student moves. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise concerns, how we will respond, and what you can expect from us at every stage.

Purpose and Scope of This Procedure

This procedure is designed to give all customers a clear and straightforward way to raise issues about any aspect of our man and van or removal services. It applies to all services we provide, including domestic moves, commercial relocations, delivery of single items, packing assistance, and related transport services.

We take every complaint seriously. Feedback helps us improve our service, staff training, vehicle scheduling and handling practices, so that future moves are better for all customers.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, communication, prices as quoted or charged, or how we have handled a previous concern. Examples may include:

Delays in collection or delivery times

Concerns about handling of your belongings

Disagreement about a quotation, charges or extra fees

Behaviour, attitude or conduct of a team member

Problems with booking, confirmation or communication

You do not need to use any specific language when raising a complaint. If you tell us that you are unhappy and would like us to look into something, we will treat it as a complaint.

How to Make a Complaint

You can raise a complaint using any written method that suits you. When you contact us, please provide as much detail as possible so that we can investigate thoroughly. Helpful information includes:

Your full name

The address for collection and delivery

The date and approximate time of the move

A clear description of what went wrong

Names or descriptions of any staff involved, if known

Photographs or other evidence, if relevant

What outcome you are seeking, for example an explanation, correction or compensation

We encourage customers to raise concerns as soon as possible after the issue occurs. This allows us to review the situation while details are fresh and any evidence can be more easily gathered.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and carry out an initial review. We aim to acknowledge your complaint promptly and to explain the next steps in the process.

At this stage we may:

Ask you for any missing information we need

Review your booking details and job notes

Check driver schedules and any GPS or timing records available

Speak with the removal team members involved

We will keep your information confidential and use it only for the purpose of investigating and resolving your complaint.

Stage Two: Full Investigation and Response

After the initial review, we will carry out a full investigation into the issues you have raised. The time taken will depend on the complexity of your complaint, but we aim to provide a clear response in a reasonable timeframe.

During this stage, we will:

Examine all relevant documents and records related to your move

Discuss the events with the staff involved to understand their account

Consider any photographs, invoices or supporting evidence you provide

Assess whether our service met the standards we expect of our removal teams

Once our investigation is complete, we will send you a written response. This will normally include:

A summary of your complaint as we understand it

A description of the steps we took to investigate

Our findings and any conclusions or explanations

Whether we uphold your complaint in full, in part, or not at all

Any actions we will take, such as offering an apology, putting things right where possible, reviewing our processes, or considering a financial gesture where appropriate

Stage Three: Further Review or Escalation

If you are not satisfied with our response at Stage Two, you can ask us to review your complaint again. When doing so, please tell us why you disagree with our findings or outcome, and whether you have any additional information you would like us to consider.

Where a further review is requested, a different senior member of our team will reassess the complaint. They will look at our handling of the complaint, the evidence already gathered, any new information provided, and whether our conclusions and actions were fair and reasonable.

We will then provide a final response, confirming whether our original decision is upheld or changed in any way, and explaining the reasons clearly.

Time Limits and Evidence

We ask that complaints about our removal services are raised as soon as reasonably possible and ideally within a short period after the service has been completed. In cases involving alleged damage or loss, timely notification and supporting evidence such as photos, inventories, or receipts can be essential for a fair assessment.

We may not be able to fully investigate complaints raised after a long delay, especially if records, conversations or evidence are no longer available. However, we will always do our best to review the information you provide.

Our Commitment to Fairness and Improvement

Man with Van Camden aims to handle every complaint fairly, consistently and without discrimination. Our team is trained to treat all customers with respect throughout the process. No customer will be treated less favourably for having raised a concern about our services.

We also use complaints and feedback to improve our operations, including training our drivers and porters, refining our booking and quotation procedures, reviewing our packing and loading practices, and strengthening communication before, during and after a move.

Confidentiality and Data Protection

All complaints are handled in line with our data protection responsibilities. Information you provide will be used solely for investigating and resolving your complaint, monitoring service quality, and meeting any legal or regulatory obligations. We do not share complaint details outside the business unless required to do so by law.

Updates to This Complaints Procedure

We may review and update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or industry best practice. The version published here will always be the most current explanation of how we handle complaints about our removal and man and van services.