Complaints Procedure for Richmond Man with Van

Purpose: This complaints procedure sets out how Richmond Man with Van and its rubbish removal teams handle concerns raised by customers about collection, clearance or removal services. The aim is to resolve problems fairly, promptly and transparently while protecting customer rights and company standards. The policy applies to any service-related complaint concerning our van-assisted waste collection, man-and-van rubbish clearances, or associated removal services across our service area.

Scope and eligibility: Anyone who has used or booked a man with a van in Richmond service, or a related refuse/removal job, may use this complaints process. This includes domestic and business clients where our operations relate to waste removal, garden debris clearance, furniture disposal or mixed rubbish collection. This procedure does not replace legal remedies or statutory complaint routes where different processes are required by law.

Principles: Our approach is founded on openness, independence and timeliness. Complaints will be treated seriously, with respect and without charge. We endeavour to be impartial and to assess incidents consistently. Confidentiality is maintained throughout the process to the extent permitted by law, and any findings will be based on evidence gathered during investigation.

We accept complaints by a range of channels so customers can choose the most convenient route. To start a complaint, provide a clear description of the issue, the service date, the crew involved if known, and the desired outcome. Please include photos or documentary evidence where available. We will not publish contact details here; submit through the channel you used to engage with us or through the channel indicated in your booking confirmation.

Acceptable complaint contents:

• Nature of the incident (e.g. missed collection, damage, unreasonable behaviour)
• Date, time and approximate location of the service event
• Reference numbers, booking details or vehicle identifiers if available
• Photographs or video demonstrating the issue

We will acknowledge receipt of your complaint and log it into our complaints register. A designated complaints officer will be assigned to investigate. If your complaint relates to safety or a potential criminal act, we may refer the matter to appropriate authorities while continuing our internal review.

Initial assessment: Complaints are screened within our working timeframe to determine whether additional information is required. We strive to provide an acknowledgement within three to five working days. Where immediate remedial action is needed — for example, arranging a re-collection of unremoved rubbish that poses a hazard — we will prioritise practical resolutions first.

Full investigation: The appointed investigator will collect statements from staff involved, examine vehicle logs and photographic evidence and, where relevant, consult third-party records such as disposal facility receipts. Investigations aim to conclude within 20 working days of acknowledgement; if a matter is complex, we will inform you of expected delays and reasons for them.

Decision and outcome: Following investigation, we will communicate our findings and any remedial actions. Possible outcomes include an apology, an offer of a repeat collection or partial refund, an undertaking to change a working practice, or disciplinary action where staff conduct is in breach of policy. The outcome letter will summarise findings and set out any follow-up steps.

Escalation and independent review: If the complainant is not satisfied with the decision, there is an internal escalation pathway. An independent senior manager, not involved in the original decision, will review the case. If unresolved after internal escalation, details about external review options relevant to waste and consumer services may be provided; this does not replace statutory or regulatory routes.

Record keeping and learning: All complaints, investigations and outcomes are recorded and retained according to our data retention policy. We use complaint data to identify trends, train staff and improve the quality of man-and-van rubbish collection services. Regular reviews of complaints statistics support continuous improvement in our waste removal operations.

Confidentiality and data protection: Personal information collected during a complaint is handled in accordance with data protection requirements. Information is shared internally only as necessary for investigation and, if required, with third parties such as disposal partners or regulatory bodies. We will not disclose unnecessary personal details in case notes or outcome summaries.

Policy review: This complaints procedure is subject to periodic review to ensure its continued effectiveness and alignment with best practice in rubbish collection and removal services. Changes to the procedure will be made where they improve fairness, efficiency or transparency and will be applied consistently.

Remedies and expectations: Remedies are proportionate to the impact of the issue. While we seek to resolve every complaint amicably, not every complaint will result in the same remedy; outcomes are tailored to the facts. Customers can expect clear communication of reasons where compensation or remedial action is not offered.

Final note: Our objective is to maintain high standards in our Richmond van removal and rubbish clearance services. Complaints are an important mechanism for identifying failures and driving improvement. We invite complaints in a constructive spirit and commit to a fair, evidence-based process that respects all parties.