Man and Van Soho Complaints Procedure
Man and Van Soho is committed to providing a reliable, professional removals and man and van service. We recognise that, on occasion, things may go wrong or expectations may not be met. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Purpose of This Complaints Procedure
The aims of this procedure are to provide a clear and fair process for customers who wish to complain, to ensure complaints are handled promptly and consistently, and to help us improve our removal and transport services by learning from feedback. We treat all genuine complaints seriously and aim to resolve issues as quickly and constructively as possible.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our removals, man and van, packing, loading, transport, delivery, or related customer service. This might include concerns about punctuality, conduct of staff, care of your belongings, adherence to the agreed service, accuracy of information given before booking, or how a previous concern has been handled.
If you are unsure whether an issue is a complaint or a general query, you are still encouraged to contact us. We will either resolve it informally or guide you through the formal complaints process if needed.
Raising an Informal Complaint
Many issues can be resolved quickly and informally. In the first instance, we encourage you to raise your concern with the member of staff you have been dealing with or the driver or team leader on the day of your move. They will do their best to resolve the issue on the spot, for example by clarifying arrangements, adjusting how work is carried out, or correcting a simple misunderstanding.
If the matter cannot be resolved immediately, you may ask for it to be referred to a manager for further consideration. We will then decide whether the issue can still be handled informally or whether it should move to a formal written complaint.
How to Make a Formal Complaint
If you are not satisfied with the outcome of your informal complaint, or if your concern is serious, you may make a formal complaint. Formal complaints should be submitted in writing so that we have a clear record of the issues you wish to raise. In your written complaint, please include your full name, the date of your move or service, a clear description of what went wrong, and what outcome or resolution you are seeking.
Providing copies of any supporting information, such as booking confirmations, inventories, or photographs of damage, will help us investigate more effectively. You should normally raise your complaint as soon as possible after the event so that details are still fresh and relevant records can be accessed.
Our Response Times
Once we receive your formal complaint, we will acknowledge it in writing. This acknowledgement will explain that we have received your complaint and are beginning our review. We aim to provide a full written response after carrying out a thorough investigation within a reasonable timeframe, taking into account the complexity of the issues raised.
If, for any reason, our investigation is likely to take longer than we initially expected, we will inform you and explain the reason for the delay, as well as when you can expect a further update or a final response.
How We Investigate Your Complaint
To investigate your complaint fairly, we may review booking records and job sheets, speak with the removal team or any staff involved in your move, assess any photographs, inventories, or other documents you provide, and, where relevant, consider our standard terms and conditions and any specific agreements made with you.
We will consider both your account and the information available from our staff and records. Our aim is to establish what happened, whether our service fell below the standards we aim to maintain, and what action, if any, is appropriate to put things right.
Possible Outcomes and Resolutions
Once our investigation is complete, we will write to you with our findings. Where a complaint is upheld in full or in part, possible outcomes may include an explanation of what went wrong and why, an apology for any inconvenience or distress caused, steps to correct an error or oversight, actions to prevent a similar issue occurring again, or, where appropriate under our terms and conditions, a proposal for financial or practical redress.
If, after careful review, we do not uphold your complaint, we will explain our reasons clearly and provide the information on which we have based our decision.
If You Are Not Satisfied With the Outcome
If you are unhappy with our formal response, you may write to us again setting out why you disagree with our findings or the proposed resolution. A more senior member of our team will then review the complaint, the investigation carried out, and the decision made. This review will focus on whether the process was fair and whether the decision was reasonable in light of the available information.
After this review, we will issue a final response. This represents the conclusion of our internal complaints procedure.
Our Commitment to Fairness and Improvement
We handle all complaints confidentially and in line with relevant legal and regulatory obligations. Making a complaint in good faith will not affect any ongoing or future service you receive from Man and Van Soho. We value feedback as an important tool for maintaining and improving the quality of our removal and man and van services.
Where repeated issues are identified, we may provide additional staff training, revise internal procedures, review how we plan and schedule moves, or make other appropriate changes to improve our standards and customer experience.
Record Keeping
We keep records of all formal complaints, investigations, and outcomes. These records help us monitor the quality of our removals and transport services over time, identify trends, and ensure that similar problems are less likely to occur in the future.
By using our services, you agree that we may use information from complaints, in an anonymised and confidential form, for monitoring and training purposes aimed at improving our overall service quality.
Review of This Procedure
This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective for customers using our man and van and removals services. Any updates will apply to new complaints from the date of publication.
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Opening Hours: Monday to Sunday, 07:00-00:00
Postal code: W1H 1NF
City: London
Country: United Kingdom
Web: https://manandvansoho.org.uk/
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