Complaints Procedure for Islington Man with Van Services
Purpose and Scope: This Complaints Procedure sets out how the Islington Man with Van and associated rubbish removal services handle concerns about collection, disposal, or service standards. It applies to all bookings for house clearances, small removals and rubbish removal work carried out by the man-and-van operation and by affiliated crews within the company's service area. Our aim is to provide a clear, fair and timely route for customers to raise issues and for us to respond, investigate and, where appropriate, put things right.
How to raise a complaint: please describe the problem fully and include relevant details such as the date of service, the nature of the job, and any booking or reference number you were given. We recommend that complaints are raised as soon as possible after the event so evidence is fresh and issues can be addressed quickly. Complaints can relate to damage, missed collections, service quality or other breaches of our service commitments.
Acknowledgement and Initial Response: On receipt of a complaint we will acknowledge it promptly. Initial acknowledgement is normally provided within three working days, confirming the complaint has been received and outlining the next stages of our review. During the initial response we will record the complaint, assign it an internal reference, and advise on likely timescales for a full investigation. We treat all complaints seriously and aim to act with transparency.
Investigation Process
The investigation will be proportionate to the issue raised. Our team or an appointed manager will examine available records, speak to the crew involved, and where relevant review photographs, vehicle logs or waste disposal documents. We will assess whether service standards were met and whether any loss or damage resulted from our actions. Investigations typically include a review of scheduling, vehicle capacity and handling procedures for rubbish or bulky items.
What we ask complainants to provide: To help with a swift investigation please include:
- a clear description of the issue
- dates and times
- booking or job references
- photographic evidence where available
Remedies and Outcomes: if an investigation finds the company at fault we will propose appropriate remedies, which may include a formal apology, a partial or full refund, a discount on future services, or an offer to rework the job where feasible and safe. We do not offer refunds for disputes that are found to be outside the terms of the booking, but we will explain the reasons for that decision clearly and in writing.
Escalation and Appeal
If you are not satisfied with the initial outcome, you may request an internal review. This escalation is handled by a senior manager not previously involved in the case. The review will re-examine the evidence, assess whether procedures were followed and consider whether the remedy was appropriate. The internal review aims to complete within 14-21 working days of the escalation request.
Record-keeping and Confidentiality: We maintain a written record of all complaints and their outcomes to help improve service quality and prevent recurrence. Records are kept securely and access is restricted to staff involved in handling and reviewing complaints. Confidentiality is observed at all times for complainants and third parties, subject to legal requirements or the need to share information relevant to the investigation.
Final Steps and Independent Options: If, after an internal review, a complainant remains dissatisfied, the procedure provides information about independent dispute resolution alternatives in general terms. These may include mediation or complaint handling by a relevant independent body or a consumer dispute service. We will explain the steps taken during our process so an external reviewer can consider the case with full context.
Continuous Improvement: Complaints inform our training, operational checks and service development. We regularly review complaint themes and take practical steps to reduce reoccurrence. This procedure is part of our commitment to accountability and improving the standard of man-and-van rubbish removal services we provide.
Timescales at a glance: acknowledgement within three working days; initial investigation within 10 working days where possible; internal review completed within 14-21 working days. Exceptions will be explained if additional time is required.
Policy review: This complaints policy is reviewed periodically to reflect changes in operational practice and regulatory expectations for refuse and clearance services. The version in force at the time a complaint is received will be applied to that complaint.
