Complaints Procedure
Man and a Van Soho Complaints Procedure
Man and a Van Soho is committed to providing reliable, professional and considerate moving 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 the way we work. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Purpose of This Complaints Procedure
This procedure applies to all customers who use our man and van and removals services, whether for homes, offices or single-item moves. Its purpose is to ensure that any dissatisfaction is handled promptly, fairly and consistently, with a clear record of the issue and the outcome.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, handling of your belongings, timings, communication, or the way your booking or payment has been managed, where you would like a response or resolution from us.
Examples of issues that can be raised under this procedure include:
Delays in collection or delivery of your items.
Concerns about how your belongings were handled or transported.
Disputes about the services carried out compared with what was agreed.
Concerns about the conduct or behaviour of our team members.
Issues with documentation, quotations or invoicing relating to your move.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps to avoid misunderstandings and ensures we have the full details of your concern. Please provide the following information to help us investigate effectively:
Your full name and, if applicable, the name of the person who made the booking.
The date and location of your move or service.
A clear description of what went wrong and when it occurred.
Any reference details, such as your booking or job number, if available.
Details of any discussions already held with members of our team.
What outcome you are seeking, such as an explanation, apology or review of charges.
If you make a verbal complaint, we may ask you to confirm key details in writing so we have a clear and accurate record.
Time Limits for Raising a Complaint
To enable us to investigate properly, we ask that you raise your complaint as soon as reasonably possible after the issue arises. For matters relating to loss or damage to goods during a move, you should notify us as soon as you become aware of the issue. While we will always try to assist, delays in reporting may affect what we are able to do, especially where evidence may no longer be available.
Our Complaints Handling Stages
Stage 1: Initial Review
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Where possible, this acknowledgement will confirm who is dealing with your complaint and the expected timescale for a full response. We aim to complete an initial review within a short period, depending on the complexity of the issue.
Stage 2: Investigation
The manager responsible for your booking or area of service will investigate your complaint. This may involve:
Reviewing your booking details, inventory and any written agreements.
Speaking with the staff members involved in your move.
Assessing photographs, notes or other evidence you have provided.
Checking vehicle logs or scheduling records, where relevant.
We will keep your complaint confidential as far as possible, while ensuring we can investigate it properly.
Stage 3: Response and Outcome
Following the investigation, we will send you a clear written response. This will usually include:
A summary of the complaint you raised.
Details of the investigation carried out.
Our findings and any conclusions reached.
Any proposed resolution, such as an explanation, apology, corrective action on a future booking, or, where appropriate, a review of charges in line with our terms and conditions.
Where further time is needed to complete our enquiries, we will inform you and provide an updated timescale.
If You Remain Dissatisfied
If you are not satisfied with the outcome, you can request that your complaint be reviewed by a senior member of the team who was not directly involved in the original service delivery. They will consider whether the complaint was handled correctly, whether the decision was reasonable in all the circumstances, and whether any further action is appropriate.
This secondary review will be the final stage of our internal complaints process. We will provide you with a final response that confirms our position and closes the matter from our side, unless new and material information comes to light.
Fairness, Confidentiality and Respect
We handle all complaints with fairness, respect and without discrimination. Making a complaint will not affect your ability to use our services in the future. We ask that our staff are treated with the same respect during any discussions about your concerns.
All information provided in connection with a complaint will be handled in line with applicable data protection requirements. We will only share details internally with those who need them to investigate and resolve your complaint.
Using Complaints to Improve Our Service
Each complaint helps us identify ways to improve our removals and man and van services, from how we plan routes and allocate vehicles to how we protect and handle your belongings. We regularly review the complaints we receive to identify patterns, adjust our training and refine our procedures so that future moves run more smoothly for all customers.
Accessibility of This Procedure
This complaints procedure is available to all customers and prospective customers of Man and a Van Soho. If you require the information in a different format, or need assistance in setting out your complaint, please let us know and we will do our best to help.
By clearly explaining how we manage concerns, we aim to give you confidence that your complaint will be taken seriously, thoroughly investigated and responded to in a fair and timely manner.
