Complaints Procedure for Chiswick Man with Van

This document explains the complaints policy for the Chiswick Man with Van service, focusing on waste and rubbish removal operations. It sets out how customers can raise issues, the steps we take to investigate, and the remedies available. The aim is to ensure fair, timely and transparent handling of disputes relating to collection, clearance or transport of household and commercial waste. This complaints procedure applies to anyone using our man and van removal services and to third parties affected by a clearance where the firm has accepted responsibility.

Scope and purpose: this policy covers complaints about service quality, missed or delayed collections, alleged damage during a job, incorrect disposal, pricing disputes and any conduct by the driver or crew that falls below our expected standard. It is not a substitute for legal action, but it does set out internal escalation routes and how we record outcomes for audit and improvement. The document uses the phrase 'man with van Chiswick' alongside other variations so that the specific nature of the service is clear while avoiding unnecessary local detail.

How to submit a complaint: please provide a clear description of the issue, relevant dates and times, job or booking reference if available, and any supporting evidence such as photographs or witness details. Required information might include:

• Service date and time
• Vehicle or driver description
• Details of items removed or left behind
• Photos showing damage or improper disposal

Acknowledgement and initial response

On receipt of a complaint about a rubbish removal or clearance job we will log the case and provide an acknowledgement within our standard timeframe. The acknowledgement will confirm the reference number and outline the next steps. If the complaint requires immediate safety action or involves hazardous waste handling by the removal van, we will prioritise those elements and advise on interim safety measures. Our aim is to communicate clearly and set expectations for the investigation period.

Investigation process

We conduct a proportionate and impartial review of each complaint. This typically involves an internal interview with the driver or crew, review of job notes and vehicle manifests, and examination of any photographic evidence. Where necessary we will conduct a site visit or request further evidence from the customer or third parties. Investigations are handled by a designated complaints officer and are recorded in our case management system to ensure consistent handling across the rubbish collection and man and van services.

The investigation may include liaison with waste transfer stations or subcontractors used by the removal van service to verify disposal records. We treat all information in accordance with data protection principles and retain records only for as long as needed for the resolution and for compliance monitoring.

Outcomes and remedies: following an investigation we will communicate the outcome and propose remedies where appropriate. Remedies can include a partial or full refund, a repeat service at no charge, a formal apology, or corrective action to address operational failures. We do not offer remedies that would encourage unsafe disposal or breach regulatory obligations. If a complaint reveals an issue with our rubbish removal processes, we commit to corrective measures such as additional staff training, route reviews or supplier changes to prevent recurrence.

Escalation and independent review: if a complainant is dissatisfied with the outcome they may request an internal review. The review will be conducted by a senior manager who was not involved in the original decision. Where appropriate and within regulatory remit, we will advise on external escalation routes, such as industry ombudsmen or environmental regulators, for matters concerning unlawful waste disposal or licensing breaches. We do not provide legal advice but will explain the findings and evidence we collected during our process.

Timescales, transparency and recording: we aim to resolve most complaints within a set period, with interim updates if investigations take longer. Final responses will summarise findings, the rationale for decisions and specific remedies offered. All complaints are logged and used for monitoring service levels across our man and van rubbish removal operations. Regular reviews of complaint trends inform continuous improvement plans and operational changes to reduce repeat incidents.

Accessibility and fairness: we are committed to handling complaints without discrimination and to making this procedure accessible to customers with different needs. If extra support is required to communicate issues or provide evidence, reasonable adjustments will be offered. The policy is applied equally to domestic, commercial and third-party reports concerning the moving, clearance or disposal activities performed by our removal van services.

Record retention and confidentiality: complaints records are retained in accordance with our retention policy and legal requirements. Personal data is handled securely and only used for the purpose of investigating and resolving the complaint. If a complaint reveals legal or regulatory breaches, relevant information may be shared with enforcement bodies as required by law.

Continuous improvement: the complaints procedure is part of our quality framework for the Chiswick man and van and rubbish collection services. Lessons learned from complaints feed into staff training, operational audits and supplier selection criteria to improve safety, reliability and customer satisfaction. We encourage users of our removal and clearance services to engage with the process so we can maintain high standards across the business.