Complaints Procedure

Man and Van Soho Complaints Procedure

Man and Van Soho is committed to providing reliable removal and man and van services. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

1. Purpose of This Complaints Procedure

The purpose of this procedure is to give removal and man and van customers a clear, fair and straightforward way to raise issues. It applies to all services we provide, including local moves, small removals, furniture transport and related assistance. Our aims are to resolve complaints as quickly as possible, to treat everyone with respect, and to learn from any mistakes.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is expected. Typical complaints might relate to the standard of removal work, delays in collection or delivery, conduct or behaviour of staff, handling of belongings, or the accuracy of information given before or during a booking. We will always treat your concern seriously and investigate it in line with this procedure.

3. Raising a Complaint Informally

In many cases, issues can be resolved quickly and informally. If a problem arises during your move, please raise it with the team on the day if it is safe and reasonable to do so. The crew leader or coordinator will do their best to address the matter immediately, for example by adjusting the way work is carried out or clarifying any misunderstanding about the service agreed.

If your concern cannot be resolved on the day, or you prefer not to discuss it with the crew, you can ask to speak with or be contacted by a manager. We encourage early contact, as this often makes it easier to put things right.

4. Making a Formal Complaint

If you are not satisfied after the informal stage, or you feel your concern is serious enough to require a formal review, you may make a formal complaint. Please set out your complaint in writing. Written complaints help us record the details clearly and investigate thoroughly.

When making a formal complaint, please provide the following information where possible:

Your full name and any reference details relating to your booking. The date of your move or the planned date if the service did not go ahead. A clear description of what went wrong, including times and locations if known. The names or descriptions of any staff involved, where relevant. Details of any damage, loss or other impact on you. Copies of any supporting documents, such as inventory lists, photographs or job sheets you may have.

Providing full details at the start will help us investigate more efficiently and respond more accurately.

5. Acknowledgement of Your Complaint

Once we receive your formal complaint in writing, we will acknowledge it. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps in the process, and indicate when you can expect a more detailed response. Where appropriate, we may request further information or clarification to ensure we fully understand the issues raised.

6. Investigation Process

Your complaint will be reviewed by a manager who was not directly involved in the matter you are complaining about, wherever possible. The investigation may include reviewing your booking records, removal documents and any relevant policies or terms that applied to your service. We may speak to staff members who were present during the removal, inspect any internal notes, and consider any evidence you have supplied, such as photographs or written correspondence.

Our goal is to establish what happened, why it happened, and whether the service provided met the standards we set for our removal and man and van operations.

7. Our Response and Possible Outcomes

After completing our investigation, we will send you a written response. This response will summarise the issues you raised, outline the findings of our investigation, and explain any conclusions we have reached. Where we find that something has gone wrong, we will provide an apology and, where appropriate, set out what we will do to resolve the matter.

Depending on the circumstances, potential outcomes may include an explanation or clarification, a service review or change to our processes, remedial work or corrective action, or an offer of redress in line with our terms, conditions and any applicable laws or industry practices.

8. If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may ask for a further internal review. Another senior member of the team will re-examine the complaint, the evidence and the decision made. They may uphold the original decision, vary it, or propose an alternative resolution.

We will inform you in writing of the result of this review and explain the reasons for the decision. This will normally be our final internal position on the matter.

9. Time Limits for Making a Complaint

We ask that you raise any complaint as soon as reasonably possible after the event. Timely complaints help us gather accurate information and witness accounts. For issues relating to damage or loss of items during a removal, please notify us as soon as you discover the problem, as there are often specific timeframes that apply to assessing such claims in line with our terms and any relevant insurance conditions.

10. Our Commitment to Fairness and Improvement

We treat all complaints confidentially and handle them with respect for everyone involved. We do not discriminate against any customer who raises a concern in good faith, and your right to use our services will not be affected by the fact that you have complained.

We regularly review complaints and outcomes to identify any patterns, training needs or changes we can make to improve our removal and man and van services. By telling us when something has gone wrong, you help us raise and maintain the standards we want to offer to every customer.

11. Records and Data Protection

We keep records of complaints, investigations and outcomes in line with our data protection and retention policies. Information is stored securely and only accessed by staff who need it to handle your complaint or improve our services. We will only share information where required by law or where necessary to manage your case appropriately.

This complaints procedure is designed to give you confidence that any concern about our moving and transport services will be taken seriously and handled fairly from start to finish.