Complaints Procedure — Richmond upon Thames Man with Van Services

This document sets out the official complaints procedure for our man-and-van rubbish removal operations. It is intended to describe, in clear terms, how concerns are recorded, investigated and resolved when customers or third parties raise issues about the performance of a Richmond upon Thames man with van or associated rubbish collection activities. The procedure applies to all service types, including scheduled removals, ad-hoc clearances and collection of household or commercial waste, and is designed to be fair, timely and proportionate.

We recognise that problems can arise even with experienced teams. Every complaint is treated seriously and managed consistently regardless of how it is received. Complaints may relate to missed collections, damage during handling, perceived overcharging, failure to follow agreed instructions or concerns about how waste was stored or transported. Our aim is to ensure that each issue is addressed with transparency and that outcomes are documented.

Complaints should be clear and contain sufficient details for effective investigation. Please include the date and time of the service, a description of the problem, the job reference if available, and any relevant evidence such as photographs or notes. Once a complaint is logged a unique reference number will be allocated and an acknowledgement issued. This acknowledgement confirms receipt and provides an outline of the next steps and estimated response times.

The initial assessment determines whether the complaint can be resolved quickly by frontline staff or requires a formal investigation. Quick resolutions may include arranging a re-collection, issuing a refund or offering an alternative remedy. Where a simple solution is not appropriate, a formal investigation is opened and a named investigator is assigned. Investigations gather facts from drivers, collection crew, dispatch logs and any available CCTV or photographic records.

Formal investigations follow a set sequence: fact-finding, assessment of relevant policies, evaluation of any contractual terms and consideration of any mitigating circumstances. This process ensures that decisions are evidence-based and consistent. Investigators aim to conclude routine cases within a set timeframe, although complex matters may need additional time to ensure a robust outcome. Throughout, confidentiality is respected and personal data is handled in accordance with data protection principles.

Outcomes can include an explanation of what happened, a formal apology where appropriate, corrective actions to prevent recurrence, financial remedies and, where necessary, disciplinary measures for staff. All resolutions are recorded and communicated to the complainant with clear reasoning and any practical steps taken to remedy the situation. If remedial actions involve operational changes, those changes will be monitored for effectiveness.

To ensure fairness, there is an internal review stage. If a complainant is not satisfied with the outcome of the investigation they may request an internal review. The review is conducted by a senior manager who was not involved in the original investigation. The review considers whether procedures were correctly followed and whether the outcome was reasonable in light of the evidence. The decision from the internal review is final within the organisation.

Where a complaint concerns alleged damage to property or injury, additional safeguards apply. Independent assessments or third-party reports may be commissioned to establish cause and liability. If insurance matters are involved, claims are progressed without compromising the integrity of the investigative process. The complainant is informed of the steps taken and any relevant timelines for third-party examinations.

The policy emphasises continuous improvement. Records of complaints, remedies and lessons learned are reviewed regularly and used to update training, operational procedures and customer handling standards for the man with van and rubbish removal teams. Monitoring of complaint trends helps identify systemic issues so that service delivery can be improved and similar incidents prevented in future.