This complaints procedure explains how customers using removal services in Soho and the surrounding areas can raise concerns, how those concerns will be handled, and what outcomes they can expect. It is designed to be transparent, fair and easy to follow, whether your move is local or part of a longer-distance relocation.
Removal work is often time-sensitive and can be stressful, so it is important that any issues are dealt with promptly and professionally. We are committed to:
Listening carefully to your concerns and understanding what has gone wrong from your point of view.
Responding in a timely manner with clear communication at each stage.
Investigating your complaint thoroughly, using all relevant information and evidence.
Reaching a fair outcome, including appropriate remedies where a service shortcoming is identified.
Using the feedback we receive to improve our processes and the customer experience for future moves in and around Soho.
This complaints procedure applies to all aspects of removal services, including but not limited to:
Pre-move surveys and quotations.
Packing, loading, transportation and unloading of goods.
Storage of items where provided as part of the moving service.
Timeliness, conduct and professionalism of moving staff.
Damage, loss or misplacement of items during the moving process.
Billing, charges and clarity of information relating to your move.
It is intended for private and commercial customers making use of removal services within Soho and neighbouring districts.
You can raise a complaint verbally or in writing. Wherever possible, we encourage you to put your complaint in writing so that there is a clear record of the issues you wish to raise. When you contact us, please provide the following information to help us investigate efficiently:
Your full name and the address for the property or properties involved in the move.
The date of your move and any reference numbers linked to your booking or quotation.
A clear description of what happened, including dates, times and the names of any staff you dealt with, if known.
Details of any damage, loss or disruption you experienced, including photographs if available.
What you would consider to be a reasonable resolution to your complaint.
If you raise a concern during the move itself, please ask to speak to the team leader or supervisor on site in Soho or at the relevant address so that immediate steps can be taken where possible.
Once your complaint has been received, it will be logged and allocated to an appropriate member of the management team for initial review. We will:
Acknowledge receipt of your complaint within a reasonable timeframe, normally within a few working days.
Confirm our understanding of the main issues and, if necessary, request any further details or evidence.
Provide an indicative timescale for our investigation and response.
At this early stage we may be able to resolve straightforward issues quickly, for example minor service concerns during a local move in Soho that can be corrected without delay. Where your complaint is more complex, we will move to a full investigation.
During the investigation we will gather information relevant to your complaint, which may include:
Statements from the removal team, office staff and any supervisors involved in your move.
Review of booking records, quotations, inventories and job sheets.
Inspection of any photographs, video or other evidence you have provided.
Examination of any damage reports completed on the day of the move.
Checks against our policies, terms and conditions and service standards.
Our aim is to ensure the investigation is balanced and objective. We will consider the circumstances of your move, including local access issues common in areas like Soho, but we will not use these factors to avoid responsibility where our service has fallen below an acceptable standard.
When the investigation is complete, we will provide you with a clear written response setting out:
A summary of your complaint and the issues you raised.
The steps taken during our investigation.
Our findings and whether your complaint has been upheld in full, upheld in part or not upheld.
Any actions we will take to put things right where appropriate.
Possible forms of resolution may include an apology, a gesture of goodwill, remedial action, or other redress consistent with our terms and conditions and any applicable insurance cover. We will also explain any service improvements we intend to make as a result of the feedback you have provided.
If you are not satisfied with the outcome at Stage Three, you may request that your complaint be reviewed by a more senior member of management or an alternative decision-maker who was not involved in the original investigation. You should clearly explain why you disagree with the findings or the proposed resolution and provide any additional information you believe is relevant.
The review will focus on whether the initial investigation was thorough and fair, and whether the decision reached was reasonable in light of the evidence. Following this review, we will confirm our final position on your complaint.
We encourage customers to raise complaints as soon as possible after the event, ideally within a short period following the completion of the move. Prompt complaints allow us to investigate more effectively, particularly in busy urban areas where moves are closely scheduled. While we will consider complaints raised later, delays in reporting may affect the availability of evidence and the range of remedies that can reasonably be offered.
Complaints play an important role in improving the quality and reliability of removal services offered in Soho and nearby locations. We may use anonymised complaint data to:
Identify trends in service issues, such as access, parking or handling challenges.
Provide additional training to staff where needed.
Review and refine our communication and booking processes.
Update internal procedures to prevent similar issues from arising in the future.
All complaints are handled in line with relevant data protection requirements. Information provided as part of your complaint will be used only for the purpose of investigating and resolving the matter, and for monitoring and improving our services. It will be stored securely and retained only for as long as necessary in accordance with our data retention policies.
This complaints procedure is reviewed regularly to ensure that it remains clear, effective and suitable for removal services in Soho and beyond. Changes may be made from time to time to reflect best practice, regulatory developments or operational improvements. The version published here is the most current statement of how complaints are handled.
We are proud to run one of the most well-respected removal companies in Soho, W1 known in providing with the best services at extremely cheap prices.
| Transit Van | 1 Man | 2 Men |
| Per hour /Min 2 hrs/ | from £60 | from £84 |
| Per half day /Up to 4 hrs/ | from £240 | from £336 |
| Per day /Up to 8 hrs/ | from £480 | from £672 |
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