Complaints Procedure for Man with Van Soho

This complaints procedure explains how customers can raise concerns about Man with Van Soho and how those concerns will be handled. It applies to all removal, man and van, and related transport services provided by our company, whether for domestic or commercial moves.

Our Commitment to Handling Complaints

Man with Van Soho is committed to providing a professional and reliable service. If something goes wrong, we want to know so that we can put it right, learn from the issue, and improve our service. All complaints are treated seriously, handled with respect, and kept as confidential as possible while allowing us to investigate fully.

What This Procedure Covers

This procedure covers complaints about the quality of our removal and transport services, behaviour of our staff or contractors, communication before, during, or after a move, handling of goods, punctuality and reliability of our vehicles, and accuracy of quotations, invoices, or other documentation.

This procedure does not cover general enquiries, requests for quotes, or routine service changes. Those should be raised directly with our bookings or customer service team through the usual contact channels.

Raising a Complaint Informally

Many issues can be resolved quickly and informally. If you are unhappy with any part of our service during your move, please raise this with the driver or team leader on site as soon as possible. They may be able to resolve the issue immediately, for example by adjusting how items are loaded, clarifying timings, or correcting simple misunderstandings.

If the issue occurs before or after your move, you can contact our office and explain the problem. Please provide your name, the date of your booking, and a brief description of the issue so that the person handling your call can understand what has happened.

Making a Formal Complaint

If your concern cannot be resolved informally, or you prefer a formal response, you can make a formal complaint. When submitting a complaint, please include your full name, the date and address of the move, a clear description of what happened, any relevant dates and times, and any supporting information such as photographs of damage or copies of correspondence.

Complaints should be made as soon as possible after the event so that we can investigate effectively. While we will always do our best to assist, delays in reporting may affect our ability to obtain accurate information and may limit the options available to resolve the issue.

How We Will Handle Your Complaint

Once we receive your complaint, we will log it in our internal system and assign it to a member of staff who is responsible for investigating it. We aim to acknowledge all formal complaints within a reasonable timeframe and to provide an initial indication of how long the investigation is likely to take.

During the investigation we may:

Talk to the team members involved in your move, review job sheets, booking records, and any messages or notes, request further information or clarification from you, and inspect photographs or other evidence where applicable.

We aim to provide a written or clearly recorded outcome as soon as reasonably possible, taking into account the complexity of the issue. If we need more time to investigate, we will let you know and explain why.

Possible Outcomes and Remedies

Following our investigation we will explain our findings and any actions we propose to take. Depending on the nature of the complaint, possible outcomes may include an explanation or clarification where there has been confusion or miscommunication, an apology where our service has fallen below the standard we aim to provide, corrective action for future jobs, additional staff training or changes to procedures, and where appropriate, a goodwill gesture or contribution to reasonable costs, subject to our terms and conditions and any applicable limits or exclusions.

Nothing in this procedure overrides the terms and conditions agreed at the time of booking, including any limits on liability for loss or damage. We will always consider complaints in the context of those terms.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed. In your request for review, please explain why you disagree with the initial response and provide any additional information that you believe has not been considered.

A more senior member of our team will re-examine the complaint, the investigation carried out, and the decision reached. Where possible, this review will be carried out by someone who was not involved in the original investigation. After the review, we will provide a final response setting out our position.

Timeframes

We try to deal with all complaints as quickly as possible, but investigation times can vary depending on the complexity of the issue and how much information we need to gather. We will aim to acknowledge your complaint promptly, aim to provide a full response within a reasonable and proportionate period, and keep you informed if there are unexpected delays.

If we do not hear back from you within a reasonable period after we have issued a response, we may treat the complaint as closed. However, we will always consider any new information you provide later, provided it is still practical to do so.

Your Responsibilities

To help us resolve your complaint fairly and efficiently, we ask that you provide accurate and complete information, keep any relevant documents, receipts, or photographs, explain clearly what you would consider to be a fair outcome, and communicate with our staff in a respectful and constructive manner.

We reserve the right to end correspondence where communication becomes abusive, threatening, or is clearly unreasonable, while still considering any valid points raised in the complaint itself.

Confidentiality and Data Protection

All complaints are handled in line with our general approach to privacy and data protection. Information about your complaint will be shared only with those who need it in order to investigate and respond. We will keep records of complaints and outcomes so that we can monitor performance, identify patterns, and improve our moving services over time.

Review of This Procedure

Man with Van Soho keeps this complaints procedure under regular review to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, business practices, or applicable guidance. The version published on our website will be the current procedure that applies to your complaint at the time it is made.