Complaints Procedure

Man with Van Soho Complaints Procedure

Man with Van Soho aims to provide a reliable, careful and professional man and van and removals service on every job. However, we recognise that things can sometimes go wrong. When they do, we want to put them right quickly, fairly and transparently. This page explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage.

Our commitment to resolving complaints

We take all complaints seriously. Every concern raised about our removal or delivery work is treated as an opportunity to improve our service. We are committed to investigating complaints thoroughly, keeping you informed, and using what we learn to reduce the chance of similar issues happening again.

We will always aim to:

Listen carefully to your concerns and understand what has gone wrong from your perspective.

Respond in a timely, honest and respectful way.

Investigate the circumstances in a balanced and factual manner.

Offer a clear explanation and, where appropriate, a suitable resolution.

Use the outcome to review and refine our working practices for future moves.

What counts as a complaint

A complaint is any expression of dissatisfaction with our services, whether our man and van team or a removal crew, where you would like a response or resolution. This may include, for example:

Concerns about the standard of packing, loading or unloading.

Damage to property, belongings, or communal areas connected with the move.

Delays, missed time slots or other timing issues.

Behaviour, attitude or communication from any member of our team.

Disagreements about charges, agreed services, or changes to your booking.

Issues arising during transport, storage or short-distance or longer-distance removals.

How to raise a complaint

You can raise a complaint in writing or verbally. To help us review your concerns effectively, please provide as much information as possible, including:

Your full name and the address where the service was carried out.

The date of your move or booking.

A clear description of what went wrong and how it has affected you.

Details of any conversations already held with our team about the issue.

Any supporting information, such as photographs of damage or copies of paperwork.

We encourage customers to contact us as soon as possible after the event, especially where damage or loss is involved. The sooner we are told about an issue, the easier it usually is to investigate thoroughly and agree a fair outcome.

Stages of the complaints process

Stage one: Initial review and acknowledgement

Once we receive your complaint, we will log it and carry out an initial review. We will aim to acknowledge your complaint within a reasonable time frame, confirming that it has been received and is being looked into.

At this stage, we may ask for clarification or additional information if anything is unclear. Gathering accurate details early on helps us to carry out a fair and complete investigation.

Stage two: Investigation and response

Your complaint will be investigated by a person with appropriate responsibility within Man with Van Soho. The investigation may include:

Reviewing your booking details, job notes and any agreed quotation or inventory.

Speaking with the driver or removal team who carried out your job.

Considering any photographs or evidence you have supplied.

Assessing whether our usual processes and standards were followed.

When the investigation is complete, we will provide you with a clear response that explains:

What we have understood your complaint to be.

What we have found after our review.

Any action we have taken or propose to take.

Any offer or practical steps we can make to resolve the matter, where suitable.

Stage three: Further review if you remain unhappy

If you are not satisfied with the outcome at stage two, you can ask for a further review. When you do this, please explain why you remain unhappy and what outcome you are seeking. A different person, where possible, will re-examine the complaint and the decision that was made.

After this further review, we will write to you with our final position. This will include a summary of the investigations carried out and the reasons for our decision.

Timescales for handling complaints

We aim to deal with complaints as promptly as possible, while still allowing enough time to investigate properly. The time needed will depend on the complexity of the issue, the availability of staff involved in the move, and the amount of information we need to review.

If, for any reason, we believe it will take longer than usual to respond fully, we will let you know and explain why. We will also keep you updated on progress so that you are not left unsure about what is happening.

Possible outcomes and remedies

Our goal is always to reach an outcome that is fair in light of the circumstances and the terms agreed before your move. Depending on the nature of your complaint, possible outcomes might include:

An explanation or apology where things have not gone as we would expect.

Practical steps to put something right, where this is possible.

A goodwill gesture, where appropriate.

Guidance on how to prevent a similar issue on any future move with us.

In situations involving alleged damage or loss, any remedy will be considered in line with the information available, relevant limitations or exclusions communicated before the move, and any applicable conditions in your booking documentation.

Your responsibilities when making a complaint

To help us resolve your concern efficiently, we ask that you:

Raise the issue as soon as you reasonably can after it occurs.

Provide accurate and complete information regarding your booking and the issue.

Share any evidence you hold, such as photos, receipts or reports.

Allow us a fair opportunity to investigate and respond.

Communicate with our team in a respectful way, as we will with you.

Using complaints to improve our service

Every complaint about our man and van or removal services is recorded and reviewed. We regularly examine complaint patterns to identify areas where we can improve training, planning, handling methods or communication. By doing this, we aim to reduce the likelihood of similar issues in future and provide a consistently higher standard of service to all customers.

We appreciate the time and effort it takes to raise a concern. Your feedback helps us to maintain and improve the quality of our work, whether we are handling a small flat move, a larger home removal or a series of deliveries. Man with Van Soho is committed to treating every complaint fairly and learning from every experience.