Complaints Procedure for Dulwich Man with Van Services

Purpose: This Complaints Procedure explains how customers and third parties can raise concerns about the performance or conduct of Dulwich Man with Van operations and related rubbish collection services. It sets out the scope, the process for submitting a complaint, how complaints are investigated, the expected timelines for response, and options for escalation. The aim is to deliver a clear, fair and timely resolution while maintaining professional standards and compliance with applicable regulations.

Scope and applicability

This policy covers complaints arising from any element of the man and van service, including removals, transport, handling of waste and refuse, and the behaviour of personnel engaged on assignments. It applies to both private customers and commercial users of our man-with-van and removal van teams. Not covered are matters already subject to court processes or formal regulatory investigations where separate legal channels exist.

Complaints may concern: damaged or lost goods, failure to arrive or complete a booking, unsatisfactory rubbish disposal or recycling practices, pricing disputes and any instance of unprofessional conduct. Complaints about partner contractors engaged to augment man with van operations are also included where the contractor was appointed by the operator. The policy emphasises impartial review and remediation where appropriate.

How to make a complaint

When raising a complaint, please provide a clear summary of the issue, including the date of the service, a description of the problem, the booking or job reference if available, and any supporting evidence such as photographs or inventory lists. Complaints can be submitted in writing or via the channel used when the service was arranged. The organisation will log every report and issue an acknowledgement within the stated timeframe.

Information to include (where relevant):

• Date and time of the event or service
• Job or booking reference, and names of staff involved if known
• Specific details of the concern and the desired outcome
• Evidence such as photographs, invoices or inventory lists

After submission, an initial assessment will determine whether the complaint requires a full investigation or can be resolved through immediate action, such as arranging a remedial visit by a man-and-van crew or rectifying an administrative error. Every reasonable effort is made to provide a practical solution. The organisation seeks to balance prompt customer service with a thorough and documented review.

Investigation and response

Investigations will be carried out by an appointed complaints handler independent of the operative team where possible. The handler will review evidence, interview personnel involved, and examine operational records including driver logs, waste transfer notes and vehicle manifests when relevant. The investigation aims to be fair, transparent and proportionate to the seriousness of the complaint.

Timescales

On receipt of a complaint, an acknowledgement will be issued within a short, defined period. A full response, or an update outlining progress and expected completion of the investigation, will usually be provided within a specific number of working days. Complex matters that require third-party verification or specialist assessment may take longer; in such cases the complainant will be notified of the revised timeline.

Outcomes of investigations can include one or more of the following: a formal apology, remedial work (for instance, completion of a missed collection or correction of disposal procedures), financial adjustment where loss or damage is established, or training and disciplinary measures for staff if conductor failures are identified. All outcomes are recorded and communicated to the complainant in writing.

Escalation and external review

If a complainant remains dissatisfied after the internal review, the procedure includes an escalation route to a senior reviewer not previously involved in the case. The senior reviewer will reassess the evidence and may recommend further action or confirm the original decision. Where appropriate, complainants will be advised of independent bodies or regulators that can consider unresolved disputes; this information is provided without prejudice and in line with regulatory expectations.

Confidentiality and data handling: All complaints are handled with respect for privacy and data protection requirements. Personal information included in complaints is used only for the purpose of investigation and retained in accordance with retention schedules and legal obligations. Where files include sensitive material, access is restricted to authorised personnel only.

Record keeping and continuous improvement: Complaints and their outcomes are recorded to help identify patterns, inform training, improve service delivery and reduce the likelihood of recurrence. Regular reviews of complaint trends form part of management oversight and quality assurance for man with van and rubbish collection services. This procedural framework supports accountability and ongoing operational improvement.

Final provisions: This complaints procedure is designed to be accessible, fair and efficient. It aims to resolve issues promptly and to the satisfaction of those affected while ensuring the organisation meets its legal and regulatory obligations. Where remedies are offered, they are proportionate to the impact identified and the evidence available. The procedure is reviewed periodically to reflect changes in operations and governance.

The organisation is committed to learning from complaints and delivering continuous service enhancements across its man and van, removal van and waste management activities. Customers and stakeholders should expect a clear, documented response and constructive resolution process whenever concerns are raised.