Complaints Procedure
Movers Soho Formal Complaints Procedure
This complaints procedure explains how Movers Soho handles concerns and complaints about our removal and related services. Our aim is to resolve issues quickly, fairly, and transparently, while using feedback to improve the quality and reliability of our moving services.
Our commitment to handling complaints
Movers Soho is committed to delivering a professional, careful and efficient removals service. If something goes wrong, we want to know about it. We treat all complaints seriously and will investigate them thoroughly. We will always aim to:
Listen to your concerns and understand what happened from your point of view.
Respond in a timely and transparent manner.
Offer a fair outcome, in line with our terms and conditions and any relevant industry standards.
Use your feedback to improve our processes and services.
What this complaints procedure covers
This procedure applies to complaints relating to our removal services, including but not limited to:
Domestic and commercial removals.
Packing and unpacking services.
Loading, transport and unloading of goods.
Short-term or long-term storage associated with a move.
Customer service interactions relating to any of the above.
It does not cover general enquiries, booking changes or cancellation requests, which are handled through our standard customer service process.
When to raise a complaint
You should raise a complaint if you feel that we have failed to deliver services with reasonable care and skill, have not followed our agreed terms, or have not met your reasonable expectations. Examples may include:
Damage to property or belongings during a move.
Significant delays or missed appointments without adequate explanation.
Unclear communication regarding pricing or service scope.
Concerns about the conduct of our staff or contractors.
Where possible, raise any concerns with the team on the day so that we can try to resolve the matter immediately. If that is not possible, or if you remain dissatisfied, you can submit a formal complaint following the steps below.
How to make a complaint
Please submit your complaint in writing so that there is a clear record of the issue. When making a complaint, include the following information:
Your full name and preferred contact details.
Your booking or job reference number, if available.
The date and address of the move or service.
A clear description of what went wrong and when it occurred.
Details of any conversations you have already had with our staff about the matter.
Any supporting evidence, such as photographs, inventories or receipts.
Providing full information at the outset helps us investigate more efficiently and reduces the need for repeated requests for clarification.
Timescales for raising a complaint
We ask that you raise any complaint as soon as reasonably possible after the issue arises. This allows us to investigate while events are still recent and evidence can be more easily obtained. For issues involving alleged loss or damage to belongings, please refer to the time limits in your terms and conditions or insurance policy, as these may affect what support or compensation can be offered.
What happens after you submit a complaint
Once we receive your complaint, we will follow a clear, staged process to review and respond:
Acknowledgement. We will acknowledge your complaint and confirm that an investigation has begun. We will also advise you if we need any initial additional information.
Investigation. A member of our management team will review your complaint. This may include speaking to the crew involved, checking vehicle and job records, reviewing photographs, inventories and any other relevant documentation.
Interim updates. If the issue is complex and the investigation is likely to take longer than usual, we will keep you updated on progress.
Outcome and response. Once the investigation is complete, we will provide a written response explaining our findings, any conclusions reached and, where appropriate, any proposed resolution.
Response times
We aim to acknowledge all written complaints within a reasonable period of receiving them. In most cases, we aim to complete our investigation and provide a full written response within a further reasonable timeframe, depending on the complexity of the matter and the availability of information. If we are unable to respond in full within this period, we will let you know and provide a revised timescale.
Possible outcomes and resolutions
Depending on the nature and findings of the investigation, possible outcomes may include:
An explanation of what happened and why.
An apology where we accept that our service fell below expected standards.
Corrective action, such as revising internal procedures or providing staff training.
A practical remedy, which may include remedial work or other service-related solutions.
Compensation, where appropriate and in line with our terms, conditions and any relevant insurance cover.
Any offer of compensation or remedy will take into account the circumstances of the case, the evidence provided and any applicable contractual or legal obligations.
If you remain dissatisfied
If you are not satisfied with the outcome of your complaint, you may request that it be reviewed by a senior manager who was not involved in the original investigation. Your request should explain why you disagree with the initial decision and include any additional information you believe is relevant.
We will then reassess the complaint, taking account of your comments and any new evidence, and will provide a final written response. This final response will confirm our position and explain any further options that may be available to you under your contract or applicable law.
Claims relating to loss or damage
Where your complaint involves alleged loss of or damage to goods, it is important that you also refer to our terms and conditions and, if applicable, any insurance policy arranged for the move. These documents set out specific notice requirements, limits of liability and procedures for making a claim. Compliance with those requirements is necessary for us to be able to consider and process any claim for compensation.
Using complaints to improve our service
We review complaints on a regular basis to identify any recurring issues or trends. This helps us strengthen our procedures, enhance staff training and improve the overall quality and reliability of our removal and storage services. While we aim to prevent problems from arising, we recognise that listening to and learning from complaints is an essential part of maintaining high standards.
By following this complaints procedure, we aim to handle every concern about Movers Soho in a consistent, fair and professional way, while working towards a resolution that is as satisfactory as possible for all parties involved.
