Complaints Procedure
Soho Removals Complaints Procedure
Soho Removals is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure sets out how you can raise a concern, how we will respond, and what you can expect from us at each stage. Our aim is to resolve issues fairly, consistently and as quickly as possible, while using your feedback to improve our moving and storage services.
Scope of this Complaints Procedure
This procedure applies to all domestic and commercial customers who have used, or have attempted to use, Soho Removals for services such as household moves, office relocations, packing, loading, unloading, storage or related services. A complaint is any expression of dissatisfaction about our service, staff conduct, vehicles, handling of items or communication that requires a response.
How to Make a Complaint
You can make a complaint in writing or verbally. While we accept verbal complaints, we encourage written complaints because they help us understand the details clearly and keep an accurate record of your concerns. When you contact us, please provide:
Your full name and any reference number related to your booking.
The date and location of the move or service.
A clear description of what happened and why you are dissatisfied.
Details of any items involved, including any apparent damage or loss.
Any supporting information or evidence you may have, such as photographs or inventory notes.
If you raise your complaint on the day of your move, you can speak directly with the team leader on site, who will attempt to resolve the matter immediately where possible. If it cannot be resolved on the day, it will be referred to our office for formal review under this procedure.
Time Limits for Complaints
To help us investigate effectively, we ask that you raise your complaint as soon as reasonably possible after the issue arises. For concerns related to damage or loss of items, we request that you notify us promptly after delivery or completion of the service. Reporting issues early improves the accuracy of our investigation and the likelihood of a satisfactory resolution.
Our Complaints Handling Stages
We follow a clear, staged approach to handling complaints so you always know what to expect.
Stage 1: Initial Review
Once we receive your complaint, we will record it in our internal complaints log. We will acknowledge receipt within a reasonable timeframe, confirming that we have your details and summarising the issue as we understand it. If we need more information to proceed, we will ask you to provide it at this stage.
Stage 2: Investigation
Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the incident wherever possible. They may:
Review your booking details, service notes and any relevant documentation.
Speak to the removal team, drivers and any other staff involved.
Consider any photographs, inventories or condition reports.
Assess whether our normal procedures and industry standards were followed.
During this stage, we may contact you for clarification or additional information. We aim to complete our investigation and provide a detailed response within a reasonable period, depending on the complexity of the issues raised.
Stage 3: Response and Resolution
When our investigation is complete, we will send you a written response setting out:
Our understanding of your complaint.
The steps we took to investigate the matter.
Our findings and the reasons for our decision.
Any proposed resolution or remedial action.
Possible outcomes may include an apology, an explanation, corrective action, service improvements, or, where appropriate and in line with our terms and conditions, a financial remedy or contribution. Any offer we make will take into account the circumstances of the move, our contractual obligations and any relevant evidence.
Escalating Your Complaint
If you are not satisfied with our Stage 3 response, you may ask for your complaint to be reviewed again. In this case, your complaint will be escalated to a more senior member of management who will reconsider the case, taking into account all previous correspondence and any new information you provide.
The reviewer may uphold our original decision, vary it or propose a different resolution. We will write to you with the outcome of this review and the reasons for the decision. This will normally conclude our internal complaints process.
Fairness, Confidentiality and Data Protection
We treat all complaints seriously and handle them with confidentiality. Details of your complaint will only be shared with staff who need to know in order to investigate and resolve the issue. All personal information will be handled in accordance with applicable data protection requirements. We will retain records of complaints to help us monitor performance, identify trends and improve the quality and reliability of our removals services.
Using Complaints to Improve Our Service
Every complaint gives us an opportunity to review how we plan, manage and carry out moves, including packing, loading, transport and delivery processes. We regularly review complaints data to identify any recurring issues, training needs or procedural changes that could improve the customer experience. Our goal is to make moving home or business premises as straightforward, secure and stress free as possible, and your feedback, including complaints, plays an important part in achieving that.
Accessibility and Assistance
If you require assistance to make a complaint, or need information in a different format, please let us know. We will make reasonable efforts to provide alternative ways to communicate and to ensure you can fully explain your concerns. We want every customer using Soho Removals to feel confident that if something goes wrong, there is a clear and fair process for putting it right.
