Complaints Procedure

Man with Van Soho Complaints Procedure

Man with Van Soho is committed to providing reliable removal and transport services for households, tenants, students, and businesses. We aim to carry out every move with care, efficiency, and professionalism. Occasionally things may not go as planned, and when that 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 handle your complaint, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a clear and fair process for raising complaints about our moving and transport services. It covers issues such as service quality, conduct of staff or drivers, damage to property or belongings, delays, and administration or billing concerns. We will treat all complaints seriously, investigate them thoroughly, and respond in a timely and respectful manner.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, but is not limited to:

Concerns about how a removal, collection, or delivery was performed. Issues with punctuality, scheduling, or communication. Dissatisfaction with how your items were handled or protected. Allegations of loss or damage to belongings or property. Concerns about staff attitude, behaviour, or professionalism. Disputes over charges, quotations, or invoices.

We encourage you to raise issues as soon as possible so that they can be addressed quickly, ideally close to the time of the move or service.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we are happy to speak with you, we recommend putting your complaint in writing so that the details are clear and can be properly recorded. When you contact us, please include the following information where possible:

Your full name and any reference you have been given for your booking. The date and time of the move or service and the collection and delivery locations. A clear description of what went wrong or what you are unhappy about. Details of any conversations you have already had with our team about the issue. Any evidence that may help us investigate, such as photos, inventory lists, or notes about damage.

Providing detailed information at the outset helps us understand the situation and reach a faster and fairer outcome.

Our Complaints Handling Stages

We aim to resolve most problems quickly and informally where possible. If you raise a concern during or immediately after your move, the team on the day or our office staff will try to put things right at once. If you are not satisfied, or if the issue is more serious, your complaint will follow the formal stages below.

Stage 1: Acknowledgement

Once we receive your complaint, we will record it in our internal system. We will then acknowledge your complaint within a reasonable period, confirming that it has been received and that an investigation will begin. At this stage we may ask for any additional information we need to understand the issue fully.

Stage 2: Investigation

Your complaint will be investigated by a member of our management team who was not directly responsible for the issue you have raised, wherever possible. We may:

Review booking details, job sheets, and any signed documents. Speak with team members involved in your move. Examine any photographic evidence or inventory records. Consider our service terms and any insurance or liability arrangements that apply.

Our aim is to understand what happened, whether our service fell short of expectations or of our own standards, and what we can reasonably do to resolve the matter.

Stage 3: Response and Outcome

When the investigation is complete, we will send you a written response setting out:

Our understanding of your complaint. The findings of our investigation. Any decision we have reached. Any proposed remedy or next steps.

Depending on the outcome, this may include an explanation or apology, practical steps to remedy a problem, or, where appropriate and in line with our terms, a contribution towards repair, replacement, or other agreed resolution.

Timeframes

We aim to resolve complaints as promptly as we reasonably can. Timeframes may vary depending on the complexity of the case and how quickly we receive any information we request from you. If we are unable to provide a full response within a reasonable period, we will keep you informed of progress and let you know when you can expect a final reply.

Your Responsibilities When Making a Complaint

To help us resolve your complaint fairly and efficiently, we ask that you:

Raise issues as soon as possible after the event. Provide accurate and complete information about what happened. Supply any evidence you have, such as photographs or written notes. Respond to our requests for further information in a timely manner. Treat our staff with courtesy and respect throughout the process.

We reserve the right to stop correspondence where behaviour becomes abusive, threatening, or unreasonable, but we will always seek to deal with genuine complaints constructively.

Claims for Loss or Damage

If your complaint involves loss of or damage to property during a move or transport job, please inform us as soon as you become aware of the issue. Where possible, do not dispose of damaged items or packaging until we have had an opportunity to review photographic evidence or inspect the items if required. Any assessment of responsibility or compensation will be carried out in line with our service terms and any applicable limits of liability agreed before the job.

Continuous Improvement

Every complaint, whether minor or significant, is an opportunity for us to improve our removal and transport services. We regularly review complaints to identify trends, training needs, and changes that can enhance the safety, reliability, and efficiency of our work for customers moving homes, offices, or individual items.

Review of this Procedure

This complaints procedure is kept under regular review to ensure it remains clear, fair, and effective. Man with Van Soho may update it from time to time to reflect changes in our services, standards, or legal obligations. The version in place at the time you make your complaint will be the one that applies to your case.

If you have any concerns about our service, we encourage you to use this procedure so we can address the issue and continue to improve the way we support customers with their moving and transport needs.