Camden Town Removals Complaints Procedure

Camden Town Removals is committed to providing a professional and reliable removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage. Our aim is to address any issues promptly, fairly and transparently.

1. Purpose and scope of this procedure

This procedure applies to all customers who have used, or intend to use, our removal and related services, including local household removals, commercial moves and storage-related services. It covers complaints about our service quality, staff conduct, communication, timeliness, handling of goods, and administration such as quotations, invoices and documentation.

This procedure does not cover matters that are already the subject of legal proceedings or insurance claims, but we will still acknowledge any concerns and signpost you to the appropriate process.

2. Our commitment to you

We aim to resolve all complaints in a way that is:

Proportionate to the issue raised, transparent in communication, and consistent with our contractual obligations and professional standards. We will treat all complainants with respect and courtesy and will not discriminate or treat you unfavourably for raising a complaint. We also use complaints as an opportunity to improve our services and staff training.

3. Informal resolution in the first instance

Many concerns can be resolved quickly and informally. If you are unhappy with any aspect of our removal service, please raise the issue with the team leader on site or the member of staff you have been dealing with as soon as possible. Provide clear details of what has gone wrong and what outcome you are seeking.

We will make every reasonable effort to resolve the issue immediately or within a short period following your move. If you are satisfied with the outcome at this stage, no further action is required. If you remain dissatisfied, you have the right to make a formal complaint.

4. How to make a formal complaint

If an issue cannot be resolved informally, or you prefer to use the formal process, please submit your complaint in writing. Written complaints allow us to understand the matter clearly and keep an accurate record. When making a complaint, please include the following information:

Your full name and contact details, the date of your move or the proposed move date, any reference number or quotation number, a clear description of what went wrong, when it happened, and who was involved, details of any damage, loss or inconvenience suffered, and copies of any supporting documents you feel are relevant, including photographs where appropriate.

You should submit your complaint as soon as possible and, in any event, within a reasonable time after the event so that we can investigate effectively.

5. Acknowledgement and timescales

Once we receive your formal complaint, we will:

Acknowledge receipt of your complaint in writing within a reasonable period, usually within five working days. Begin an internal review of your complaint, including, where appropriate, speaking to staff members involved, reviewing job records, and examining any relevant documentation. Our target is to provide a full written response within 20 working days of acknowledging your complaint.

If we are unable to meet this timescale due to the complexity of the issues or the need for additional information, we will inform you of the reason for the delay and provide an updated timeframe.

6. How we investigate complaints

Your complaint will be handled by a manager or designated person who was not directly involved in the matter complained about, wherever practicable. The investigation may include reviewing your original booking and quotation, vehicle and inventory records, staff logs and any photographs or evidence you provide.

We will consider the events from your perspective and from the perspective of the staff involved and will assess whether our service met our contractual and service standards. Where necessary, we may contact you for further clarification or additional information to ensure a fair and thorough review.

7. Our response and possible outcomes

At the conclusion of our investigation, we will send you a written response setting out:

A summary of your complaint and the issues considered, the findings of our investigation, our decision and the reasons for it, any steps we have already taken or propose to take to resolve the matter, and any service improvements or staff training we have implemented as a result of your complaint.

Depending on the circumstances, possible outcomes may include an apology, an explanation, corrective action to improve future service, or, where appropriate and subject to our terms and conditions, financial redress. Any offer of compensation will be made in line with our contractual obligations and applicable limitations.

8. Escalation if you remain dissatisfied

If you are not satisfied with our response, you may request a review of your complaint. You should set out clearly which aspects of the decision you disagree with and why, and provide any additional information that you believe has not been considered.

A more senior manager or an alternative designated person will review the handling of your complaint and the decision made. They may uphold the original decision, vary it, or reach a different conclusion. We will aim to provide the outcome of this review within 20 working days of your escalation request and will confirm our final position in writing.

9. Complaints about loss or damage to goods

If your complaint relates to loss of or damage to your property during a removal, it is important that you notify us as soon as possible. Our standard terms and conditions set out specific notification deadlines and evidence requirements for claims of this nature. Failure to notify us within the relevant time limit may affect our ability to consider your claim in full.

Where appropriate, we may ask for photographs, repair estimates, or other documentation to help us assess your claim in a fair and consistent way. Any remedy will be subject to the limitations and exclusions in our terms and any applicable insurance arrangements.

10. Confidentiality and data protection

All complaints will be handled confidentially and in accordance with data protection requirements. Information about your complaint will only be shared with those who need it in order to investigate and resolve the matter or where we are legally required to disclose it.

11. Continuous improvement

We regularly review complaints to identify patterns, recurring issues and opportunities to improve our services. This may include updating our procedures, enhancing staff training, adjusting scheduling practices or improving communication before, during and after removal jobs.

By following this Complaints Procedure, Camden Town Removals aims to ensure that every concern is taken seriously, handled professionally and used to maintain and improve the quality of our removal services.