Complaints Procedure

Man and Van Soho Complaints Procedure

This complaints procedure explains how customers of Man and Van Soho can raise concerns about our man and van and removal services, and how we will respond. We aim to provide a clear, fair and accessible process so that any issues are dealt with promptly and professionally.

Our Commitment To You

Man and Van Soho is committed to delivering a reliable and careful moving service. However, we recognise that on occasion things may go wrong. When that happens, we want to know about it so we can put matters right where possible and improve our service for the future.

We will always aim to:

Respond to complaints in a respectful and non-defensive manner, investigate thoroughly and objectively, keep you informed throughout the process, and provide clear explanations of our findings and any actions we will take.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our services or conduct, whether justified or not, where a response is expected. This can include issues such as delays with your move, damage to items or property, problems with packing or loading, conduct or attitude of staff, inaccurate or unclear information about our services or charges, and problems with booking, scheduling or administration.

Feedback that does not require a specific investigation is still welcomed, but this procedure is designed for situations where you want us to formally review what happened and respond.

How To Make A Complaint

You can make a complaint in writing or by speaking to us directly. We encourage written complaints where possible, as this helps us understand the details clearly and avoid misunderstandings. When submitting a complaint, please provide your full name, the date of your move or service, any job or reference number if available, a clear description of what went wrong, when and where it happened, and what outcome you are seeking, for example an apology, explanation or review of charges.

If your complaint relates to potential damage or loss, please include a description of the items concerned and any supporting information you may have, such as photographs or inventories. Do not send original documents or irreplaceable items.

Time Limits For Complaints

We ask that complaints are made as soon as reasonably possible. For issues involving damage or loss of items during removal work, we strongly recommend you notify us within a short period after the service is completed so that we can investigate effectively. Delays in reporting may affect our ability to verify what happened and may limit the options available for resolution.

Stage One: Initial Review

Once we receive your complaint, we will acknowledge it within a reasonable period of time. During the initial review we will check the details you have provided, identify the key issues, and confirm whether we need any further information from you.

Where possible, we will aim to resolve straightforward matters at this stage by explanation, clarification or a simple corrective action. If the complaint is more complex or involves potential damage, loss or serious service failure, it will progress to a more detailed investigation.

Stage Two: Investigation

For complaints requiring a formal investigation we will:

Review booking records, job sheets and any relevant service documents, speak with the team members involved where appropriate, consider any photographs or evidence you have provided, and assess the circumstances against our internal policies and service standards.

We will aim to complete our investigation and provide a full response within a reasonable time frame. If we anticipate that it will take longer, for example due to the complexity of the case, we will let you know and provide an updated timescale.

Our Response And Possible Outcomes

At the conclusion of our investigation we will write to you with the outcome. Our response will explain the findings of our review, state whether we uphold or do not uphold your complaint in full or in part, and set out any actions we propose to take.

Depending on the circumstances, outcomes may include an apology or explanation, clarification of our charges or terms, a corrective action relating to our procedures or staff training, or consideration of goodwill gestures where appropriate. Any potential reimbursement or contribution to costs will be assessed in line with our terms and conditions and evidence available.

If You Are Still Dissatisfied

If you are unhappy with our final response, you may contact us again to request a further review, explaining why you believe the outcome is not fair or complete. We will consider any additional information you provide and decide whether a further internal review is appropriate. Our decision on any subsequent review will normally be regarded as our final position.

Customer Responsibilities

For the complaints process to work effectively, we ask that customers act courteously towards our staff, provide accurate and complete information relevant to the complaint, cooperate with reasonable requests for clarification or evidence, and raise concerns in a timely manner.

We reserve the right to decline to continue correspondence where behaviour is abusive, threatening or clearly unreasonable. In such cases we will explain our decision in writing.

Use Of Information

Information supplied as part of a complaint will be used only for investigating and resolving the matter and for improving our services. It will be handled in line with our privacy practices and applicable data protection requirements.

Continuous Improvement

Complaints are an important source of information for improving our man and van and removals work. We review complaints regularly to identify patterns, training needs and opportunities to strengthen our systems, planning and communication. Where we identify recurring issues, we will take reasonable steps to address them and reduce the likelihood of similar problems arising again.

By following this procedure, Man and Van Soho aims to ensure that any concerns about our services are treated seriously, investigated properly and resolved as fairly as possible.



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We Will Not Be Beaten on Quality of Man and Van Soho Service or Price

When searching for man and van services in W1 you will no doubt be bombarded by rival companies claiming to be the best, but there can only be one. We offer the lowest prices for superb quality services and our solutions will not be beaten on price by any other company in the area. We make moving an enjoyable experience, whatever your needs and whatever your budget. You are welcome to find out just how affordable we are by contacting our experts directly for a full list of man and van Soho services and prices.

Transit Van 1 Man 2 Men
Per hour /Min 2 hrs/ from £60 from £84
Per half day /Up to 4 hrs/ from £240 from £336
Per day /Up to 8 hrs/ from £480 from £672

Contact us

Company name: Man and Van Soho Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 66 Shaftesbury Ave
Postal code: W1D 6LX
City: London
Country: United Kingdom

Latitude: 51.5118510 Longitude: -0.1322060
E-mail:
[email protected]

Web:
Description: We can make your moving process in Soho, W1 as smooth as possible! Contact our experts and you will not be disappointed with our services!
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