Complaints Procedure for Belgravia Man with Van

This Complaints Procedure explains how customers and third parties can raise concerns about the service provided by Belgravia Man with Van, including rubbish removal, waste collection and clearance activities. It is intended as a clear, accessible statement of process and timescales. The procedure applies to all aspects of our man-and-van operations, from booking and collection to disposal and site conduct. Please read it carefully to understand the steps we take to resolve disputes fairly and promptly.

Scope: This policy covers complaints relating to service delivery, damaged property, missed collections, unsafe working practices and any conduct issues involving our staff or contractors. It does not replace statutory rights or dispute resolution processes where alternative legal remedies exist. The policy is intended to be proportionate to the nature of each concern and will be applied consistently whether the matter relates to a single removal or to routine rubbish collection activities.

How to raise a complaint: To make a formal complaint you should provide a clear description of the issue, relevant dates, and the outcome you seek. Include any supporting evidence such as photographs, booking reference, or receipts where available. Complaints may be submitted in writing and will be recorded on receipt. We encourage customers to state whether the complaint concerns a clearance, rubbish collection, removal or other man-and-van service so the matter can be routed to the appropriate team quickly.

Acknowledgement and initial assessment: On receipt we will acknowledge the complaint promptly and carry out an initial assessment to determine the priority and whether immediate remedial action is required. A standard acknowledgement will set out the timescale for an initial response. If the complaint concerns safety or contamination associated with waste handling, we will treat it as high priority and may suspend related activities until the issue is investigated.

Investigation: A designated complaints handler will investigate by reviewing records, interviewing staff involved and, when appropriate, inspecting the site or vehicle. Investigations are conducted impartially and in confidence. We will seek to gather all relevant facts and will keep the complainant informed of the progress. Investigations may include consulting waste transfer documentation, vehicle logs and photographic evidence.

Resolution options and outcomes: Following investigation we will propose a resolution which could include remedial work, service credit, a formal apology, revised operating procedures or training for staff. In some cases, where damage has occurred, we will outline the basis on which compensation may be considered. Outcomes are communicated in writing and will explain the rationale and any further steps that can be taken if the complainant is dissatisfied.

Remedies and corrective action: Remedies are tailored to the scale of the issue. Typical actions include repeat collection, removal of residual rubbish, reimbursement of reasonable costs, and commitments to prevent recurrence. A formal remedy does not waive other statutory rights. We will implement corrective actions where systemic faults are identified and will monitor their effectiveness over time through audits and operational reviews.

Escalation process

If the complainant is not satisfied with the proposed resolution, the matter may be escalated to a senior manager for review. Escalation must be requested in writing and should specify the reasons why the initial outcome is considered unsatisfactory. The senior review will consider the original investigation, any new evidence and whether the remedy was proportionate to the issue raised.

Record-keeping, confidentiality and data protection

All complaints and related records are retained in accordance with our data retention policy and applicable data protection law. Records will include the complaint, investigation notes, evidence, outcome and any follow up actions. We treat complainant information as confidential and will only disclose details to third parties where necessary to investigate or resolve the matter, or where required by law. Information is handled securely and access is limited to authorised personnel.

Timescales: We aim to acknowledge complaints within 3 working days and to provide a full written response within 20 working days of receipt. Complex cases, particularly those requiring site inspections or third-party input (for example, disposal facility responses), may take longer; in such instances we will provide interim updates and an estimated completion date. If we cannot meet a deadline we will explain why and propose a revised timescale.

Unacceptable behaviour and vexatious complaints: We are committed to handling complaints fairly but will not tolerate abusive or malicious conduct toward staff. Where behaviour is unreasonable, repeated without new evidence, or intended to harass, we reserve the right to limit contact or close the complaint after explaining the reasons. Such decisions will be documented and communicated to the complainant.

Continuous improvement: Complaints information is used to drive service improvements across our rubbish removal and man-and-van operations. We analyse trends, deliver targeted training, and update risk assessments and procedures as required. Strong emphasis is placed on learning and prevention so that future incidents are minimised and service standards rise over time. This policy is reviewed periodically to ensure it remains effective, transparent and aligned with regulatory expectations.

Final note: The complaints procedure is designed to be transparent, proportionate and fair. It outlines how concerns about man-and-van services, including rubbish collection and clearance, are handled from receipt to resolution. We encourage clear, evidence-based submissions to help us resolve matters efficiently. Thank you for reading this policy and for helping us maintain high operational standards.