Complaints Procedure

Complaints Procedure for Removal Company Soho

This complaints procedure explains how Removal Company Soho will handle any concerns or dissatisfaction you may have with our moving and related services. We are committed to resolving issues fairly, efficiently and transparently for customers using our removal services in Soho and the surrounding areas.

Our Commitment to You

We aim to provide a reliable, professional and careful moving service at all times. If something goes wrong, we want to know about it so that we can put matters right where possible and improve our service for the future. All complaints are taken seriously and handled with respect, discretion and objectivity.

We will:

Listen to your concerns and treat your complaint with courtesy and professionalism.

Acknowledge your complaint promptly and explain what will happen next.

Investigate the matter thoroughly and fairly.

Keep you informed of progress and likely timescales.

Provide a clear response and, where appropriate, offer a remedy.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of our removal services, our staff, our contractors, our vehicles, our handling of your belongings, or our administration and communication.

Examples may include concerns about collection or delivery times, conduct of removal staff, the condition of goods after a move, invoicing queries, or any aspect of the moving process that did not meet your expectations.

How to Make a Complaint

You can make a complaint in person, by phone, or in writing. Written complaints can help us understand the issue clearly and provide a more detailed response, but we will accept and deal with complaints raised in any reasonable way.

When you contact us, please provide as much information as possible, including:

Your full name and address.

Details of the move or service, including dates and locations.

A clear description of the issue and how it affected you.

Any relevant photographs, inventory notes, or supporting information.

What outcome or resolution you are seeking, if you have a particular preference.

Stage One: Initial Resolution

In the first instance, we encourage you to raise your concern with the team member or coordinator who arranged or carried out your move. Many issues can be resolved quickly at this stage through clarification, further explanation, or a practical solution.

We will acknowledge your complaint as soon as reasonably possible and will aim to resolve straightforward issues within a short timescale. Where we can provide an immediate response or remedy, we will do so and explain any steps we are taking to prevent similar issues.

Stage Two: Formal Complaint Review

If your complaint cannot be resolved informally, or if you are unhappy with the initial response, you may request a formal review. At this stage, a manager or senior member of staff who was not directly involved in the original issue will investigate.

The investigating manager will:

Review your complaint and all relevant documentation.

Speak with any staff or contractors involved.

Consider the terms and conditions of your contract, our policies, and any applicable standards.

Assess whether our service met the agreed and reasonable expectations.

We will provide a written response explaining the outcome of the investigation, the reasons for our decision, and, where appropriate, any offer of remedial action. This may include an apology, corrective work, a gesture of goodwill, or other appropriate measures depending on the circumstances.

Timescales for Responding

We will acknowledge your complaint as quickly as we reasonably can. We aim, wherever possible, to provide a full response to formal complaints within a reasonable and proportionate timeframe, depending on the complexity of the matter and the availability of relevant information.

If we are unable to provide a final response within our usual time frame, we will let you know, explain the reason for the delay, and provide an updated estimated timescale for completion of our investigation.

Escalation if You Remain Dissatisfied

If, after receiving our formal written response, you remain unhappy with the outcome, you may ask for a further internal review. This review will consider whether the complaints procedure has been followed properly and whether the outcome was fair in light of the information available.

We may ask you to clarify which aspects of the decision you disagree with and whether you have any additional information you would like us to take into account. After this final internal review, we will confirm our position in writing.

Fairness, Confidentiality and Data

All complaints will be handled impartially. We will not treat you differently or less favourably because you have raised a concern. Staff are expected to cooperate fully with investigations and to maintain a professional attitude at all times.

Information provided in connection with a complaint will be kept confidential as far as reasonably possible and will be stored and processed in line with our data protection obligations. We will only share information with those who need it to investigate and resolve the complaint or where we are required to do so by law.

Using Complaints to Improve Our Service

We value feedback from our customers across Soho and the wider area, including when things do not go as planned. We regularly review complaints to identify patterns, training needs and opportunities to improve our removal services, customer communication and handling of belongings.

By following this complaints procedure, we aim not only to resolve individual issues but also to strengthen the quality and reliability of our moving services for all customers.