Complaints Procedure for Roehampton Man with Van Services

This Complaints Procedure sets out how concerns about the performance of our Roehampton man with van and rubbish removal services are handled. It applies to complaints about collections, clearances, waste removal, and the conduct of crew members engaged in a man-and-van or removal service. The aim is to resolve issues promptly and fairly while maintaining a clear record of outcomes. Customers and third parties are encouraged to raise issues in writing where possible so that a consistent investigation can be undertaken.

This procedure covers the scope of review, the steps we will follow, the likely timescales, and the remedies that may be offered. It also explains how we classify complaints and the standard of evidence that will be used. Our approach to dispute resolution is to be transparent: investigations will be proportionate, impartial, and focused on factual findings. Where a complaint relates to the disposal of items or suspected environmental concerns, we will record the matter for possible regulatory referral.

How to Make a Complaint: anyone wishing to raise a concern should submit a clear description of the issue, including the date and location of the service, a summary of the action requested, and any supporting photographs or records. Complaints may be logged in writing and will be acknowledged within our published timescales. Complaints about missed collections, damage during removal, or unacceptable behaviour will be assigned a priority so resources can be focused on urgent safety or environmental risks.

The Initial Response: we will send an acknowledgement to the complainant; this acknowledgement confirms receipt and sets out the reference number for the complaint. A preliminary review will identify the relevant service records, crew assignments, and any photographic or documentary evidence. Where appropriate, we will ask the complainant for additional information. A formal investigation will then be opened and assigned to a complaints officer who was not directly involved in the original service.

Investigation and Evidence Gathering

The investigation will seek to establish the facts, review operational logs, interview staff, and examine any available CCTV or photographic evidence. Investigations aim to be completed within a defined period, typically within 10 to 20 working days depending on complexity. If more time is required, the complainant will be kept informed of progress and reasons for any delay. We take particular care with complaints concerning hazardous waste, fly-tipping risks, or breaches of environmental obligations.

Possible Outcomes and Remedies

Following investigation, outcomes may include: a formal apology, remedial action (such as returning to collect or remove remaining rubbish), reimbursement for verified losses, reduced charges for substandard service, or disciplinary action for staff if appropriate. Remedies will be proportionate to the nature and impact of the complaint. The primary objective is to put the affected party back into the position they would have been in had the service been delivered correctly, where reasonably practicable.

Recording, Confidentiality and Retention: all complaints and supporting documents will be recorded and retained in accordance with our records management policy. Records are used to identify trends, training needs, and operational improvements in man and van and rubbish clearance services. Information collected during the complaint process will be treated as confidential and handled in line with data protection requirements, except where disclosure is required by law or regulatory bodies.

Escalation and Review: if the complainant is dissatisfied with the outcome, they may request a review. The review will be conducted by a senior manager who was not involved in the original decision. Reviews will focus on whether the investigation was thorough and whether the remedy offered is proportionate. Independent mediation or arbitration may be proposed for persistent disputes, particularly where there is a factual disagreement about loss or damage sustained during a removal.

Lessons Learned and Service Improvement: complaints are used constructively to improve operational standards, crew training, and customer communications. We compile regular reports to ensure trends in rubbish removal, clearance errors, or safety incidents lead to action plans. These continuous improvement measures help reduce repeat problems and raise standards across man-with-van and removal services. Transparency about process and outcomes is a core principle, balanced against the need to protect personal data and commercially sensitive information.