Complaints Procedure — Sutton Man with Van Services

Purpose and scope. This complaints procedure sets out how Sutton Man with Van providers and associated rubbish collection partners will record, investigate and resolve complaints related to removals, waste collection and man-and-van services. It applies to all queries, concerns and formal complaints raised by customers about service delivery within our rubbish company service area and covers issues such as missed collections, damage to property, unsafe disposal, pricing disputes and behavioural concerns. The aim is to ensure complaints are handled consistently, transparently and promptly, with clear outcomes and remedial actions where appropriate.

What is a complaint? A complaint is any expression of dissatisfaction with the conduct, service or outcomes provided by a man with a van operator or affiliated waste removal contractor. Examples include:

• Failure to collect or remove rubbish as scheduled;
• Damage to personal property or premises during loading or transit;
• Unsafe handling or improper disposal of waste;
• Disagreements about invoices or estimates; and
• Poor conduct by personnel.

How to make a complaint. Complaints should be raised clearly and with relevant details so they can be investigated efficiently. Complainants are asked to provide: a brief description of the issue, date and time, the name of the crew or vehicle if known, photographs or other evidence where available, and the desired outcome. The company will acknowledge receipt of the complaint within a reasonable period and provide an expected timescale for investigation. Complaints may be submitted through the channels made available at the time of service; complainants should retain any supporting documents or photographic evidence to assist the investigation.

Investigation process

Upon receipt the complaint is logged and assigned to an appropriate manager or complaints officer. The standard investigation process includes fact-finding, review of any operational records (such as job sheets, vehicle logs and staff reports), and communication with the member of staff involved. Where necessary, the company will inspect the site and seek third-party assessments — for instance, to verify damage or to determine whether waste was handled in line with legal and environmental requirements. The investigation will be conducted impartially and in good faith, and the complainant will be kept informed about progress.

Timelines and outcomes.

The company strives to provide an initial response within a specified number of working days and to conclude the investigation within a reasonable period. Where further time is needed — for example, to obtain specialist reports or third-party statements — the complainant will be informed of the reason for the delay and given an updated date for a decision. Possible outcomes include: acceptance of responsibility and a full apology, a remedial action such as re-collection or repair, a partial or full refund, or a detailed explanation and rejection where the company finds no fault.

Remedies and compensation. Remedial measures are proportionate to the nature and severity of the complaint. For physical damage, remedies may include repair or replacement where the company is liable; for missed rubbish collections, options may include an arranged return visit or an agreed credit. Financial compensation is considered when losses are proven and directly attributable to the service failure. All remedies are documented and stored in complaint records to ensure consistency and fairness.

Escalation and review. If a complainant is dissatisfied with the outcome, they may request an internal review. The appeal will be handled by a more senior officer who was not involved in the original decision. The review focuses on whether the original investigation followed the procedure, whether relevant evidence was considered, and whether the outcome was reasonable in all the circumstances. The company will set a clear deadline for the review decision and will communicate its final position in writing.

Confidentiality and record keeping. All complaints are treated with appropriate confidentiality. Records are retained in line with data protection and regulatory requirements and are accessible only to authorised staff for the purposes of investigation, audit and service improvement. Personal information provided as part of a complaint is used solely to investigate and resolve the matter and will not be disclosed except where required by law or with the complainant's consent.

Learning and continuous improvement. Complaints are a valuable source of information for improving man with van services and waste removal operations. The company regularly analyses complaint trends, identifies training needs, updates operational procedures and, where necessary, changes supplier arrangements to reduce recurrence. Outcomes from complaint investigations feed into management reviews and performance monitoring so the rubbish collection and man-and-van services evolve to meet customer expectations and regulatory obligations.

Accessibility and fairness. The complaints process is designed to be fair, impartial and accessible. Reasonable adjustments are available for those who require alternative formats or additional support when lodging a complaint. All complainants are treated with respect and without discrimination regardless of the nature of the service issue. If a resolution cannot be reached internally, the complainant may be advised of independent dispute resolution mechanisms or relevant consumer protection bodies that can review the matter externally; this will be offered in writing where applicable.

Monitoring and publication of outcomes. Periodically the company reviews the operation of this complaints procedure and publishes aggregated information about complaint volumes and outcomes to demonstrate accountability and transparency while respecting individual privacy. This practice supports continuous improvement across the man with a van sector and related rubbish handling services.

Commitment to resolution. The organisation is committed to resolving complaints promptly and learning from each case. By following this procedure, Sutton man with van operators and associated waste contractors aim to maintain high standards, address service failures fairly and reduce the need for further escalation. Complainants can expect a reasoned, evidence-based decision and clear information about any remedies offered or next steps available to them.