Camden Removals Complaints Procedure

Camden Removals is committed to providing a reliable and professional moving service. We understand that, on occasion, things may not go as planned. When this happens, we want to know about it and put things right quickly and fairly. This complaints procedure explains how you can raise a concern about our removals or related services, what you can expect from us, and how we will work with you to reach a satisfactory resolution.

Purpose of This Complaints Procedure

The purpose of this complaints procedure is to provide a clear, accessible and fair route for customers to tell us when something has gone wrong. It applies to all aspects of our household and commercial removals, packing, loading, transport, storage and delivery services. Our aim is to resolve issues as soon as possible and to learn from complaints in order to continually improve the way we operate.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of service you have received from Camden Removals, whether it relates to our staff, our vehicles, packing and handling of goods, timings, communication, or administration. You do not need to use the word complaint for us to treat your concern seriously. If you tell us that you are unhappy with our service, we will handle it in line with this procedure.

Raising an Informal Concern

In many cases, issues can be resolved quickly by speaking to a member of our team as soon as the problem arises. If you are on site during a move, you can raise your concern with the team leader. If the move has finished or your concern arises later, you can contact our office during normal business hours. We will always try to resolve matters informally and immediately where possible, for example by clarifying arrangements, correcting paperwork, or putting additional measures in place for the remainder of your move.

Making a Formal Complaint

If you are not satisfied with the outcome of an informal discussion, or if you prefer to raise the matter formally from the outset, you can make a written complaint. A written complaint helps ensure that we fully understand the details and can investigate thoroughly. When making a formal complaint, please provide your full name, the date of your move or booking, your reference number if available, a clear description of what happened, details of any damage, loss or missed appointments, and what outcome you are seeking. The more information you provide, the more efficiently we can deal with your complaint.

Time Limits for Submitting a Complaint

We ask that you submit any formal complaint as soon as reasonably possible after the event. Prompt notification allows us to investigate while details are still fresh and relevant records are easily available. For complaints related to physical damage or loss of items, we strongly encourage you to notify us in writing within a short period after delivery or collection so that we can assess the situation accurately.

How We Will Acknowledge Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint and that it is being reviewed under this procedure. We may contact you for further information or clarification if anything is unclear or if we need more detail to proceed with an investigation.

Investigation Process

Your complaint will be investigated by an appropriate member of our management team who was not directly responsible for the issue you have raised, wherever possible. The investigator may review booking records, survey notes, job sheets, vehicle logs, photographs and any other relevant documentation. We may also speak with crew members and staff involved in your move or booking. During the investigation we will assess what happened, whether our service met our own standards and any relevant industry guidelines, and what can be done to resolve the matter fairly.

Our Response and Possible Outcomes

After we have completed our investigation, we will send you a written response setting out our findings and any actions we propose to take. Where your complaint is upheld in full or in part, possible outcomes may include an explanation of what went wrong, an apology, corrective action to complete or improve the service, practical remedial steps, or an offer of appropriate redress where applicable and in line with our terms and conditions. If we do not uphold your complaint, we will explain our reasons clearly and provide information about any further options open to you.

Timeframe for Resolving Complaints

We aim to complete our investigation and provide a full written response within a reasonable period from the date we acknowledge your formal complaint. Complex complaints may require more time, for example where detailed inspection or third party information is needed. If this happens, we will keep you updated on progress and let you know when you can expect a final response.

Escalating Your Complaint Internally

If you are not satisfied with the outcome of the initial investigation, you may request that your complaint is reviewed at a higher level within Camden Removals. A senior manager will then reconsider the complaint, the steps taken so far and the decision reached. As part of this internal review, we may re-examine evidence, seek additional information or propose alternative options for resolution. We will then provide you with a further written response explaining the result of this review.

Our Commitment to Fairness and Improvement

We treat all complaints seriously and handle them respectfully and impartially. We will not treat you differently or less favourably because you have made a complaint. Information relating to your complaint will be managed sensitively and in line with our privacy practices. We analyse complaints regularly to identify any patterns or recurring issues and to inform staff training, operational changes and service improvements. By learning from feedback, we aim to enhance the quality, safety and reliability of our removal services for every customer.

Keeping Records of Complaints

We keep a record of formal complaints, including the details of the issue raised, how it was investigated, and the outcome. These records help us monitor performance, demonstrate accountability and verify that corrective actions have been implemented. Records are retained for an appropriate period and handled securely.

Using This Procedure

This complaints procedure is designed to be straightforward and accessible. If you need assistance to set out your complaint, or if you wish to clarify any part of this process, you can contact our office for guidance on how to proceed. Our goal is to work constructively with you to resolve concerns about our removals service in a way that is transparent, timely and fair.