Complaints Procedure for Fulham Man with Van

Our aim at Fulham Man with Van is to deliver professional, reliable removal and rubbish clearance services. This Complaints Procedure sets out how we handle concerns related to our man-and-van removals, rubbish collection and waste removal work. It explains the stages of a formal complaint, how we investigate issues and the standards we apply. It is intended as a clear, accessible legal-style statement of process rather than a promotional guide, and it avoids unnecessary local details while covering the full scope of our waste and clearance services.

Purpose and scope

This procedure applies to any complaint about our Fulham removal van service, Fulham rubbish removal or related Fulham man and van activities involving transportation, handling or disposal of items. The policy ensures complaints are treated consistently, impartially and promptly. We recognise that disputes can arise over charges, timing, handling of goods, damage, or perceived failure to remove rubbish as agreed. The steps below set out how such matters will be recorded, reviewed and resolved.

What counts as a complaint

A complaint is any expression of dissatisfaction about our removal van service or waste collection, whether raised in writing or verbally. Examples include:

• Disagreement over pricing for rubbish clearance or item removal;
• Claims of damage to property during a man with van collection;
• Alleged failure to collect waste as scheduled;
• Concerns about conduct of operatives carrying out removals.

These examples are illustrative and not exhaustive. We treat every complaint seriously and apply the same procedural rights and obligations to each case.

How to raise a complaint

To begin the process, state the nature of the concern, relevant dates, the specific service involved (for example, rubbish removal or man-and-van removal) and any desired outcome. We record the complaint and provide an acknowledgement. All complaints are logged, assigned a reference, and directed to a manager for investigation. We do not require excess formality: a clear statement of facts is sufficient. Please note this procedure deliberately does not include contact details; it outlines the steps we follow once a complaint is received.

Investigation and response times

We aim to acknowledge complaints promptly and provide a substantive response within a defined period. During the investigation we will:

• Gather evidence including job notes, photographs where available, and statements from our staff;
• Review any contractual terms or service agreements that govern the specific removal or rubbish clearance;
• Assess liability, causation and any mitigation options.

In complex cases involving third-party disposal or specialist waste handling, the investigation may take longer; we will provide interim updates where appropriate. Timely communication is a core part of our standards.

Where a complaint involves lost or damaged items, or disputed charges, our process aims to be proportionate. We consider whether the issue arose from operational error, miscommunication, or unavoidable circumstances. Remedies may include corrective work, proportionate refunds or service credits, depending on what is reasonable and practicable in each case.

We keep a formal record of the complaint, findings and any remedial actions taken. Records include the complaint reference, dates of key events, evidence considered, findings and the rationale for any decision. This record is maintained in accordance with our data retention policy and is used to spot repeated problems so we can improve services. We treat personal data and commercial information in line with legal requirements and with appropriate confidentiality.

Escalation and independent review

If you are not satisfied with the initial outcome, our procedure provides a right to escalate the matter internally for an independent review by a senior manager who was not involved in the original decision. The escalated review re-examines the evidence and assesses whether the initial decision was reasonable. Where appropriate, the reviewer may propose further remedial steps or confirm the original outcome with clear reasons. This internal escalation is the final stage of our internal complaints handling process for removal and waste service disputes.

Outcomes, monitoring and continual improvement

We document outcomes and, where failings are identified, we implement corrective actions to reduce the risk of recurrence. Monitoring of complaint trends informs staff training, operational adjustments and service quality checks for our man and van and rubbish removal teams. Our commitment is to handle complaints professionally, keep records of decisions, and apply remedies that are fair and proportionate. This Complaints Procedure is reviewed periodically to ensure it remains effective and aligned with regulatory expectations and best practice for waste and removal services.