Complaints Procedure
Soho Movers Complaints Procedure
Soho Movers is committed to providing a professional, reliable removal service for all customers. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage of the process.
Our Commitment to Resolving Complaints
We aim to handle all complaints fairly, consistently, and within reasonable timescales. Every complaint is treated seriously and used as an opportunity to review our removal services, improve standards, and prevent similar issues from arising in future.
We will always aim to:
Listen carefully to your concerns about your move or associated services.
Investigate what has happened in a balanced and objective way.
Provide a clear response, including an explanation and, where appropriate, a resolution.
Keep you informed throughout the process and advise you of next steps.
What Qualifies as a Complaint
A complaint is any expression of dissatisfaction about our conduct, communication, or the delivery of our removal, packing, storage, or related services, where a response or resolution is expected. This may include concerns about:
Service quality during collection, transport, or delivery.
Timeliness of our crews or the completion of your move.
Condition of items and any alleged damage or loss.
Conduct, courtesy, or professionalism of our team.
Accuracy and clarity of quotations or invoices.
Any failure to follow agreed instructions or terms.
How to Make a Complaint
You may raise a complaint in writing or verbally. While we accept verbal complaints, we encourage you to provide your complaint in writing wherever possible, so that details of your removal booking, the issues experienced, and your desired outcome are clearly recorded.
When submitting a complaint, please include the following information:
Your full name and the address where our service was carried out.
Your booking or reference number, if available.
The date of your move and the type of service provided.
A clear description of what went wrong and when it happened.
Details of any items affected, including nature of any damage or loss.
Any supporting information you wish to provide, such as photographs or inventory notes.
Time Limits for Raising a Complaint
To help us investigate thoroughly, we request that you raise any complaint as soon as possible after the issue occurs. For physical damage to items or property associated with your move, you should notify us promptly once the issue is identified, so that we can assess the situation and consider any evidence available.
While we will always try to assist, delays in reporting may limit our ability to investigate or verify the circumstances of your complaint.
Our Complaints Handling Process
Once we receive your complaint, we will follow these stages:
Acknowledgement: We will record your complaint and acknowledge receipt within a reasonable time frame. At this stage, we may ask for further information or clarification to ensure we properly understand your concerns.
Investigation: Your complaint will be reviewed by a member of our management team not directly involved in the original issue wherever possible. We may speak with the crew, office staff, or other parties involved, and we may review documentation such as job sheets, photographs, and service notes.
Initial Response: After the investigation, we will provide an initial response, setting out our findings, any factors that contributed to the issue, and any proposed steps towards resolution. This may include an explanation, an apology where appropriate, and possible corrective actions.
Further Review: If you are not satisfied with our initial response, you can request a further review. In this case, your complaint and our handling of it will be reconsidered at a more senior level within Soho Movers.
Possible Outcomes and Resolutions
Depending on the nature of your complaint and our findings, potential outcomes may include:
An explanation of what occurred and why.
A formal apology.
Corrective actions to improve future service delivery.
Where appropriate and in line with our terms and conditions, consideration of remedies regarding damage, loss, or service shortfalls.
Any decisions will take into account the circumstances of your move, the information available, and any applicable contractual or legal obligations.
Timescales for Responses
We aim to deal with complaints as quickly as reasonably possible. Response times may depend on the complexity of the issue and the need to gather information from removal crews, coordinators, or third parties. Where we cannot provide a full response within an initial timeframe, we will keep you updated on progress and advise when you can expect a final outcome.
Your Responsibilities During the Process
To help us reach a fair and timely resolution, we ask that you:
Provide accurate, complete information about the issue.
Respond to requests for further details as promptly as you can.
Retain any relevant documents or photographs that support your complaint.
Allow us reasonable time to investigate all aspects of your concern.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with applicable data protection requirements. Information you provide will only be shared with those who need it to investigate and resolve your complaint or to meet legal and regulatory obligations.
Continuous Improvement
Feedback and complaints play an important role in helping Soho Movers maintain and improve the standard of our removal services. We regularly review complaints to identify recurring issues, update staff training, and refine our procedures to better serve customers planning moves of all sizes.
Review of this Complaints Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. Updated versions will apply to all future complaints raised after the date of review.
