Complaints Procedure for Wandsworth Man with Van Services
This Complaints Procedure sets out how Wandsworth Man with Van and associated removal and rubbish services handle concerns from customers. It is designed to be clear, fair and proportionate to the nature of the issue raised. If you have a problem with a man with a van Wandsworth booking, a removal van crew, or a waste clearance activity, this document describes the steps we take to acknowledge, investigate and resolve complaints. The aim is to ensure transparency for users of our junk clearance and man-and-van services without unnecessary local specifics.
The procedure applies to complaints about service quality, missed collections, damage suspected to be caused during a collection or removal, pricing disputes, or unsatisfactory conduct by crew members. All complaints are treated seriously and will be logged. We maintain a record of the complaint, associated evidence and the actions taken. Records are retained for a reasonable period in line with our data retention policies, to allow us to track patterns and improve the man and van service.
Complaints should be made promptly; this allows a more effective investigation. On receipt of a complaint we will confirm, in writing, that we have received it and provide a unique reference number. A preliminary assessment is conducted to determine whether the matter is a straightforward service fault, a damage claim, or a more complex operational issue that requires further inquiry. Where relevant we will ask for any supporting documentation such as photographs, booking references or descriptions of the items involved.
Investigations are led by a designated complaints handler or a nominated manager with responsibility for removal and rubbish services. The handler will gather evidence, speak to the crew involved, and review any relevant CCTV, vehicle logs or notes from the booking. We aim to complete initial investigations within 10 working days, though some complaints may require more time if third-party information is needed. In such cases we will keep the complainant updated on anticipated timeframes.
Possible outcomes following an investigation include: an explanation of events, an apology where appropriate, an offer to remedy the situation such as re-collection or corrective action, and, in limited circumstances, a partial or full reimbursement. Remedies are considered based on the nature of the complaint and the evidence available. For clarity, remedies for rubbish removal or waste clearance issues are tailored to operational feasibility and safety requirements.
To promote consistency we use the following categories when resolving complaints:
- Service Failure: missed collection, late arrival, or incomplete job.
- Damage Claim: loss or damage to property during removal.
- Conduct Issue: behaviour of crew that does not meet expected standards.
- Billing or Pricing Dispute: differences between estimated and charged amounts.
If a complaint concerns damage, we will rely on the evidence supplied and any photographic or written records captured before and after the job. Where liability is established we will propose a fair settlement that may include repair, replacement, or financial compensation consistent with the limitations and exclusions set out in our terms of service. Please note that certain items and scenarios may be excluded from liability due to safety, third-party handling, or pre-existing condition.
Escalation options are available for complainants who remain dissatisfied after the written outcome. A senior manager will review the case and any new information provided. We aim to provide a final review response within 15 working days of escalation. If further independent review is reasonably available for the sector, we will explain how to seek that review; however, the availability of external arbitration depends on the type of contract and the relevant marketplace rules.
Throughout the complaints process we will: keep communication clear, update complainants on progress, and ensure confidentiality of personal data. We request cooperation from customers when gathering information and ask that communications remain respectful. Abuse or harassment towards staff may result in limitations on the channels we use to respond. The process is intended to be fair to both customers and our staff who provide removal van and rubbish clearance services.
Monitoring and continuous improvement are core to our approach. Complaints are reviewed periodically to identify recurring issues in service delivery, vehicle maintenance, crew training or scheduling. Outcomes feed into quality control activities so that similar problems are less likely to recur. Where systemic issues are identified we will take practical steps to address them and, where appropriate, revise operational processes.
