Camden Town Removals Complaints Procedure

This Complaints Procedure explains how Camden Town Removals manages and resolves concerns about our domestic and commercial moving services. We aim to provide a clear, fair, and timely process for all customers who wish to raise a complaint about any aspect of our work, from initial quotation through to packing, transportation, storage, delivery, or aftercare.

We treat every complaint as an opportunity to review our service, put things right where we have fallen short, and improve the way we support customers planning a move.

Purpose and Scope of This Procedure

This procedure applies to all customers of Camden Town Removals who have used, or have agreed to use, our services. It covers issues such as service quality, communication, conduct of staff or subcontractors, adherence to agreed schedules, handling and care of belongings, billing concerns, and follow-up support after a move.

This document does not replace any legal rights you may have under consumer legislation. It is designed to sit alongside those rights and to give you a straightforward route to raise a complaint directly with us.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, where you believe that:

Our services have not been delivered with reasonable care and skill; or
Your move has not been carried out in line with the agreed quotation or terms; or
Members of our team have acted in a way you consider unprofessional or inappropriate; or
You have been charged incorrectly or not been given clear information about costs; or
We have failed to respond to you within a reasonable time.

You do not have to use any specific wording for your concern to be treated as a complaint. If you tell us that you are unhappy and want your issue looked into, we will follow this procedure.

How to Raise a Complaint

You can raise a complaint with Camden Town Removals in writing or verbally. For clarity and to support a thorough investigation, we encourage customers to set out their concerns in writing wherever possible.

When submitting a complaint, please provide:

Your full name and address;
Details of your move, including dates and service type;
A clear description of what went wrong and when it happened;
Any supporting information you may have, such as inventory lists, photographs, or correspondence;
Your preferred outcome or how you would like us to put things right.

Complaints should normally be raised as soon as possible and within a reasonable time of the issue arising, so that we can investigate effectively and access any necessary records.

Our Complaints Handling Process

We aim to deal with every complaint promptly, professionally, and consistently. Our process is set out in three main stages.

Stage 1: Initial Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. At this stage we will:

Confirm that we have received your complaint;
Record the main points you have raised;
Provide the name or role of the person who will be handling your complaint;
Give you an indication of expected timescales for our investigation and response.

If we require any further information from you to proceed, we will let you know at this point.

Stage 2: Investigation and Response

An appropriate member of our management team will investigate your complaint. Depending on the nature of the issue, this may involve:

Reviewing your booking details, quotation, and terms;
Examining move-day records, inventory documents, and any relevant notes;
Discussing the matter with the crew or staff involved;
Assessing any photographs or other evidence you have provided.

Once the investigation is complete, we will send you a formal response. This will set out:

Our understanding of your complaint;
The steps we have taken to investigate your concerns;
Our findings and whether your complaint is upheld in full, in part, or not upheld;
Any actions we will take to put matters right, which may include an explanation, apology, corrective work, or other appropriate redress.

We always aim to respond within a reasonable timeframe. If we are unable to do so, we will keep you informed of any delay and explain why more time is needed.

Stage 3: Review of Outcome

If you are not satisfied with our response at Stage 2, you may request a review. In your request, please explain which aspects of our decision you disagree with and why.

Where possible, a different senior member of our team will review the original investigation and response. The review may involve re-examining evidence, seeking additional information, or clarifying elements of our earlier reply.

Following the review, we will issue a final written response setting out our position and any further actions we are prepared to take. This will normally conclude our internal complaints process.

Timescales

We aim to acknowledge all complaints promptly and to provide a full response within a reasonable period, taking into account the complexity of the issue and the availability of relevant information.

In some circumstances, such as where large volumes of documentation or multiple parties are involved, the investigation may take longer. In such cases, we will provide updates and revised timescales where appropriate.

Fairness, Confidentiality and Record Keeping

We handle every complaint fairly, objectively, and without bias. Making a complaint will not affect the standard of service you receive for any current or future move with Camden Town Removals.

Information you provide will be treated sensitively and kept as confidential as possible, in line with applicable data protection requirements. We will share details only with those who need to know in order to investigate and resolve your complaint.

We maintain records of complaints and outcomes so that we can identify any recurring issues and improve our moving and storage services over time.

Using This Procedure Alongside Your Legal Rights

This Complaints Procedure is intended to give you a clear and accessible way to raise concerns directly with Camden Town Removals about our house moves, flat moves, office relocations, packing services, or storage arrangements.

Nothing in this procedure limits or replaces any statutory rights or protections you may have under consumer law. If you require independent advice about your rights in relation to a removal service, you may wish to consult a suitable advice organisation or legal professional.

We are committed to resolving issues wherever possible through open communication and a constructive approach. If you have any concerns about a move undertaken by Camden Town Removals, we encourage you to contact us so that we can work with you to reach a fair and timely resolution.