Complaints Procedure

Complaints Procedure for Man With a Van Soho

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

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our service, including moves, collections, deliveries, packing or related activities. We aim to resolve complaints promptly, courteously and in a way that is fair to you and to our team members.

This procedure applies to all customers of Man With a Van Soho who have used, or attempted to use, our removal or man and van services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. Examples include, but are not limited to:

Concerns about how your belongings were handled or transported during a move.

Issues regarding punctuality, cancellations or delays.

Disputes related to charges, quotes or invoicing for removal services.

Concerns about the conduct, attitude or professionalism of our staff.

Dissatisfaction with communication before, during or after a removal booking.

We encourage you to raise any issues as soon as possible so that we can address them promptly.

How to Make a Complaint

You can raise a complaint in writing to help ensure that all the details are recorded accurately. Please provide the following information where possible:

Your full name and the address connected to the booking.

The date of your removal or man and van service booking.

A clear description of what went wrong, including any relevant times and locations.

Details of any damage, loss, delay or other issue you experienced.

What outcome you are seeking, such as an explanation, an apology, corrective action or compensation.

Written complaints allow us to review the details carefully and keep a full record of our investigation and response.

Timescales for Raising a Complaint

We ask that you raise your complaint as soon as reasonably possible after the issue arises. This helps us obtain accurate information, speak to any staff involved and review any supporting records. If your complaint relates to damage or loss of items, you should notify us promptly and provide details of the items concerned so that we can assess the situation.

How We Handle Your Complaint

On receipt of your complaint, we will follow a structured process:

First, we will acknowledge that we have received your complaint. Where possible, we will confirm this in writing and outline the next steps.

We will review the information you have provided and may contact you to clarify details or request further evidence, such as photographs of any damage or copies of quotes and invoices.

We will speak with any members of our team who were involved in your booking, review job notes, and consider any relevant records connected to your removal service.

Once we have completed our review, we will provide you with a written response explaining our findings and any actions we propose to take.

We aim to provide a full response within a reasonable timeframe. If, for any reason, our investigation takes longer, we will update you on the progress and let you know when you can expect a final response.

Possible Outcomes

After investigating your complaint, possible outcomes may include:

A clear explanation of what happened and why.

A sincere apology where our service has fallen short of the expected standard.

Corrective action, such as staff training, process improvements or operational changes to prevent similar issues occurring in future.

Consideration of compensation or a goodwill gesture, where appropriate and in line with our terms and conditions.

We will always aim to be fair and proportionate, taking into account the circumstances of your complaint and any supporting evidence.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response, you may request that your complaint is reviewed again. In doing so, please explain why you are dissatisfied and highlight any information that you feel has not been properly considered. We will then undertake a further review and provide you with a final position on the matter.

Recording and Using Complaint Information

We keep a record of all complaints received, along with details of how they were handled and the outcome. We review this information regularly to identify trends, recurring issues or areas where our removals and man and van services can be improved. This helps us to refine our procedures, support staff training and maintain high standards for customers.

Our Commitment to Fairness

We handle all complaints confidentially and treat customers with respect at all times. Raising a complaint will not affect your rights as a customer or the level of service you receive from us in the future. We will not tolerate abusive, threatening or discriminatory behaviour towards our staff, and we reserve the right to take appropriate steps if such behaviour occurs during the complaints process.

Review of this Complaints Procedure

This complaints procedure is reviewed periodically to ensure that it remains clear, accessible and effective for customers using our removal and man and van services. We may update it to reflect changes in our operations, customer feedback or legal requirements. The most recent version will always apply to new complaints raised with Man With a Van Soho.

By setting out this procedure, we aim to give you confidence that any concerns you raise will be taken seriously, investigated properly and used to help us continually improve the quality and reliability of our services.