Complaints Procedure — Soho Man with Van and Related Removal Services

Purpose and scope: This complaints procedure explains how Soho Man with Van and its associated removal services handle concerns about rubbish collection, waste removal and related service delivery. It sets out what you can expect when you raise a concern, the stages of our review, and the types of outcomes we aim to achieve. Our objective is to resolve matters promptly, fairly and transparently, while ensuring the process protects the rights of all parties. This document is not a contract and does not include operational contact details.

Who can raise a complaint and what it covers: Anyone who has used or been affected by a Soho removal van service or a Soho man & van booking may raise an issue. Typical complaints include failed collections, damage to property, scheduling errors, conduct concerns, disputes over charges, or perceived breaches of agreed service standards. Complaints about matters outside the scope of our services — such as unrelated third-party contractors or statutory matters — will be assessed and, where appropriate, redirected to the relevant authority.

How to submit a concern: Complaints should be raised as soon as possible after the event to preserve evidence and enable timely investigation. You may submit a formal complaint in writing, via an electronic record, or by making a clear verbal statement that you wish the company to treat as a complaint. When possible, include the booking reference, date, description of the issue, and any supporting evidence such as photographs. We recommend providing specific details so we can investigate efficiently.

Initial acknowledgement and allocation: On receipt of a complaint we will acknowledge it within a short, defined period, after which a case owner is assigned to manage the investigation. The case owner will be responsible for coordinating fact-finding, maintaining communication with the complainant, and ensuring confidentiality. All records will be logged to allow consistent tracking of progress and outcomes.

Investigation steps and timescales: Our typical investigative steps include gathering witness accounts, reviewing booking records, examining photographic evidence, and speaking with crew members who attended the job. We aim to complete an initial investigation within a reasonable timescale — ordinarily within fourteen calendar days — and to provide a full response within a period that may extend to thirty calendar days for complex matters. If more time is required, we will explain the reasons and provide an estimated completion date. Fairness and independence of review are central to our approach.

• Outcome options: Possible outcomes include a formal apology, a corrective action such as re-performance of the service where practical, a partial refund or charge adjustment, or records of corrective measures taken with staff retraining where appropriate.
• Remedy selection: Remedies are selected based on the nature of the issue, evidence available, and what is reasonable and proportionate to make good any shortfall in service.
• Record of decision: The outcome and reasoning will be documented and retained so that trends can be monitored and addressed.

If you remain dissatisfied with the outcome of the initial review, a further internal escalation route is available for independent reconsideration by a senior manager. This escalation is designed to ensure that all evidence and decisions are reviewed by someone who has not been involved in the earlier stages. Escalation preserves the right of all parties to pursue other remedies outside this procedure, including any statutory or regulatory routes if relevant. The existence of this internal option does not affect those external rights.

Data handling, confidentiality and record retention: We treat complaint records as confidential. Information collected in the course of resolving a complaint will be handled in accordance with data protection principles and only used for the purposes of investigation, remedy and service improvement. Records of complaints and their outcomes are retained for a reasonable retention period to enable trend analysis and audit; access to such records is limited to staff who need them for their role.

Monitoring, review and learning: Complaints are an important source of learning. We regularly review patterns of complaint about our Soho man-and-van operations and associated waste removal activities to identify recurring issues, improve training, update procedures, and reduce the likelihood of recurrence. Our commitment is to use each validated complaint as an opportunity for improvement, to protect customers and the wider community, and to maintain trust in our service delivery. Final note: This complaints procedure aims to be clear, accessible and impartial; it explains how concerns are managed internally and the forms of redress that may be offered while preserving statutory rights.