If you are dis-satisfied with the service provided by us you may complain to Soul Bros. Ltd in the following ways or by any reasonable means.

Over the telephone

After your initial inquiry, a complaints handler will call you at a convenient time. The handler will require as much detail in relation to your complaint as possible during the conversation. At this point you are able, if you wish, to make an appointment to see our complaints handler.


You can email sales@souls-coaches.co.uk however we strongly advise that complaints be submitted in writing as spam filters can prevent emails from certain servers.

By writing to us

Please write to us at our head office providing details of your complaint; Complaints Officer, Soul Bros. Ltd, 2 Stilebrook Road, Olney, MK46 5EA. If you would only like us to correspond in writing then please let us know.

Acknowledging your complaint

We will acknowledge your complaint within 5 working days however we may request further information.

Investigating your complaint

Our complaints handler will deal with your complaint as quickly as possible. Ideally he/she will not have been directly involved with the complaint and they will have sufficient competence to deal with the complaint. Part of the investigation may require a conversation with you to gather any additional information.

Resolving your complaint

The complaints handler will aim to respond within 4 weeks of receiving a complaint with a final response unless Soul Bros. Ltd is not at that time in a position to give a response at which point we will let you know when we are in a position to provide a final response in any case this will be within a maximum of 8 weeks of receiving the complaint. Soul Bros. Ltd will respond to complaints in a way which adequately addresses the subject of the complaint, and where the complaint is upheld, Soul Bros. Ltd may offer redress to customers. The handler will have the necessary authority to settle the complaint or will have ready access to someone who has the necessary authority.


If, after a final decision on the complaint has been issued, you remain dissatisfied you may ask for your complaint to be escalated within the company.