Complaints Procedure
Camden Movers Complaints Procedure
Camden Movers 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 with us, how we will respond, and what you can expect throughout the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for handling any dissatisfaction relating to our services. This includes domestic and commercial moves, packing, loading and unloading, storage handling, and associated services carried out by Camden Movers or on our behalf.
We aim to use all feedback, including complaints, to improve our service quality, train our teams, and prevent similar issues arising in the future.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or in writing, where you request a response or resolution. This may include, but is not limited to:
Concerns about service quality during a move or relocation.
Issues relating to punctuality, conduct, or behaviour of staff.
Damage to property, belongings, or premises alleged to have been caused during the move.
Disputes about quotations, charges, or invoicing.
Concerns about how we have handled your personal information in the course of providing removal services.
How to Make a Complaint
You may raise a complaint verbally or in writing. We recommend putting your complaint in writing so that all details are clear and can be accurately recorded. Please include:
Your full name and any reference or booking details you have.
The date of the service and the address involved in the move.
A clear description of what went wrong and when it occurred.
Details of any damage, including photographs where available.
What outcome or resolution you are seeking.
If you make a complaint verbally, we may ask you to confirm certain details in writing so that we can record the matter correctly and investigate efficiently.
Time Limits for Raising a Complaint
To enable us to investigate effectively, we ask that you notify us of any complaint as soon as possible.
For service issues such as lateness, conduct, or communication concerns, please raise your complaint within 14 days of the date of your move or the relevant service.
For damaged or missing items, we ask that you notify us as soon as you become aware of the issue and, where possible, within 7 days of the move or delivery. Prompt reporting helps us assess the circumstances and any potential responsibility.
Complaints raised outside these timeframes will still be considered where reasonable, but late notification may limit the options available to us to investigate or resolve the matter.
Our Complaints Handling Process
We follow a structured process to ensure your complaint is treated fairly and consistently.
1. Acknowledgement
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. For written complaints, we aim to acknowledge receipt within five working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps.
2. Investigation
Your complaint will be reviewed by an appropriate member of our management team who was not directly responsible for the issue you have raised, wherever possible. The investigation may include:
Reviewing your booking records, inventory, and any move documentation.
Speaking with the team members involved in your move.
Reviewing any photographs, videos, or evidence you provide.
Examining our internal procedures relevant to your complaint.
During the investigation, we may contact you for further information or clarification.
3. Response and Resolution
After we have completed our investigation, we will provide you with a written response explaining:
The outcome of our investigation and any findings.
Whether your complaint is upheld in full, in part, or not upheld.
Any steps we propose to take, which may include an apology, corrective action, service improvements, or, where appropriate, a gesture of goodwill or compensation in accordance with our terms and conditions.
We aim to provide a final response within 28 days of acknowledging your complaint. If we need more time due to complexity or the availability of information, we will inform you and keep you updated on progress.
If You Are Not Satisfied With Our Response
If you are unhappy with the outcome of your complaint, you may request that it is reviewed by a more senior manager. You should do this in writing, setting out the reasons why you are dissatisfied with our initial response and what you believe would be a fair resolution.
The reviewing manager will consider the original decision, any new information you have provided, and whether our procedure has been followed correctly. We will then issue a further written response setting out our final position.
Claims for Loss or Damage
If your complaint relates to loss of or damage to your belongings, we will review it in line with our terms and conditions and any applicable insurance arrangements. We may require:
Proof of ownership and value, such as receipts or photographs.
Photographs of the damage and any relevant packaging.
Access to inspect the damaged item or area where appropriate.
Any compensation or settlement offered will take into account the condition and age of the item, any pre-existing damage, and the level of cover chosen when you booked our service.
Our Commitment to Fairness and Improvement
All complaints are handled confidentially and with respect. Making a complaint will not affect your right to use our services in the future, provided that the relationship remains workable and respectful for both parties.
We regularly review complaints data to identify trends and improve the way we provide removal, packing, transport, and handling services. This may include additional staff training, changes to procedures, or updates to our customer information.
Alternative Dispute Resolution
If, after completing our internal complaints process, you remain dissatisfied, you may wish to seek independent advice or use an alternative dispute resolution option that may be available to you. Any use of such services would be subject to their eligibility criteria and processes. Details of any specific schemes we participate in, if applicable, are set out in our main terms and conditions or can be provided on request.
Review of this Complaints Procedure
Camden Movers keeps this Complaints Procedure under regular review to ensure it remains clear, accessible, and effective for all customers using our moving and relocation services. Any updates will apply to complaints raised after the date of publication of the revised procedure.
