Complaints Procedure

Complaints Procedure for Soho Man and Van

Soho Man and Van is committed to delivering reliable, professional removal and man and van services. We recognise that on occasion things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

This procedure applies to all customers who use our removal, packing, transport, storage coordination, or related services. Its aims are to ensure that complaints are dealt with promptly, fairly and consistently, that you are kept informed at each stage, and that learning from complaints is used to improve how we operate.

This document covers service quality issues, conduct of staff or contractors, handling of goods and belongings, timeliness of services, and communication before, during and after your move.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services or the way they have been delivered, where you would like a response or resolution. This may include, but is not limited to, concerns about delays or missed time slots, damage or loss of items, unexpected charges or billing disputes, behaviour or attitude of staff, or communication issues regarding bookings, changes or cancellations.

We also welcome general feedback and suggestions for improvement. If you are not sure whether your issue counts as a complaint, please raise it with us and we will treat it appropriately.

How to Make a Complaint

You can make a complaint using any written method you prefer. When contacting us, please provide the following information so we can investigate effectively: your full name, the date of your move or scheduled service, a clear description of what went wrong and when it happened, any relevant reference numbers, and what outcome you are seeking, such as an explanation, apology, corrective action or review of charges.

Please submit your complaint as soon as reasonably possible after the issue arises. This helps us to gather accurate information from all parties involved and to resolve matters more efficiently.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and begin an initial review. We will normally acknowledge receipt within a reasonable time frame, confirming that we have received your complaint and outlining the next steps. At this stage we may ask you for further details or clarification if anything is unclear.

Stage 2: Investigation

A member of our management team will investigate your complaint. The investigation may include reviewing booking records and correspondence, speaking to the staff or contractors involved, inspecting any relevant photographs or evidence of damage, and checking any applicable terms and conditions that applied to your service.

We aim to complete our investigation and provide a full response within a reasonable period of time. If, for any reason, the investigation takes longer, we will let you know and provide an updated timescale.

Stage 3: Response and Outcome

Following our investigation, we will send you a written response setting out our findings, the outcome of your complaint, any actions we propose to take, such as an apology, corrective work, service improvements, or a goodwill gesture where appropriate, and information on what to do if you are not satisfied with our response.

Our goal is always to resolve complaints fairly and proportionately, taking into account the circumstances of the move, the evidence available, and our contractual obligations.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome at Stage 3, you may request an internal review. Please explain why you remain dissatisfied and what you would like us to reconsider. A different manager or senior member of the team will review both your original complaint and our initial response, and may re-examine the evidence or request further information.

We will then provide you with a final written response, confirming whether the original decision is upheld or changed, and explaining the reasons for our decision.

Time Limits for Making a Complaint

To help us investigate complaints thoroughly and fairly, we ask that you raise any issues relating to service delivery within a reasonable time, ideally within a short period after the move or service completion. For damage or loss of items, it is particularly important that you inform us as soon as you become aware of the problem, and provide any supporting information such as photographs or descriptions of the items affected.

Your Responsibilities During the Process

To support a fair and efficient resolution, we ask that you provide accurate and complete information about the issue, respond to any reasonable requests for further details, treat our staff courteously and allow us adequate time to investigate and respond. We reserve the right to decline further correspondence where communication is abusive or threatening, while still considering the substance of any genuine complaint.

Our Commitment to Fairness and Improvement

Soho Man and Van takes all complaints seriously and treats each one as an opportunity to improve the quality, safety and reliability of our removal and man and van services. We review complaint trends on a regular basis to identify recurring issues, update staff training where necessary, refine our procedures and communication, and strengthen our commitment to customer care.

By following this Complaints Procedure, our aim is to ensure that every concern is handled respectfully, professionally and transparently, and that you feel heard and supported throughout your experience with Soho Man and Van.