Complaints Procedure for Lambeth Man with Van and Rubbish Clearance Services

This Complaints Procedure sets out how customers and third parties can raise concerns about the quality, safety or conduct of our man-and-van and rubbish clearance operations. It is intended to be clear, proportionate and fair. The policy applies to all removals, clearance and waste collection activities provided by or arranged through Lambeth Man with Van and related service variations, including ad-hoc rubbish removal and scheduled clearance visits.

We take every complaint seriously and aim to resolve issues promptly. This procedure explains what constitutes a complaint, the steps we will take to acknowledge and investigate it, and the remedies we may offer. It is not a substitute for statutory rights nor does it limit any legal remedies available under applicable consumer protection laws.

To begin a complaint, please prepare a clear description of the issue, including relevant dates, locations, and the names of any staff involved if known. Complaints may relate to missed collections, damaged property, unacceptable behaviour, pricing disputes, or perceived breaches of our operational standards. We encourage customers to raise concerns as soon as reasonably possible so we can respond effectively.

All complaints are logged in our central complaints register and assigned a unique reference number. On receipt, an acknowledgement will be issued within our published response time. We aim to provide an initial response within five working days, explaining who will investigate and an expected timetable for a full reply.

The investigator will be impartial and will usually be a manager not directly involved in the original incident. Investigations include a review of records, interviews with staff or third parties, and inspection of any physical evidence where applicable. We may ask the complainant for additional information or clarification to ensure a fair and thorough review.

During an investigation we will consider whether the complaint indicates broader service or training issues. Where applicable we will take corrective action to prevent recurrence and may update operational guidance or staff training accordingly. Our objective is both to resolve the specific complaint and to improve service delivery across our rubbish removal and man-and-van operations.

Possible outcomes include a written explanation, an apology, remedial works, re-collection, partial or full refund, or other fair remedies depending on the circumstances. Remedies will be proportionate to the impact of the issue and may take account of any contributory factors such as customer instructions or on-site conditions.

If you remain dissatisfied after our formal response you may request an internal review. An internal review is conducted by a senior manager who was not involved in the initial decision. The review will re-examine the facts, any new evidence provided, and the appropriateness of the remedy offered. We aim to complete an internal review within ten working days of receipt of the request.

The following steps summarise our standard complaint pathway:

• Step 1: Log the complaint and provide an acknowledgement.
• Step 2: Investigate and gather evidence; seek clarification if required.
• Step 3: Issue a decision and propose remedies where appropriate.
• Step 4: Offer an internal review if the complainant is not satisfied.

Our policy emphasises clear records. We maintain a written record of each complaint, investigation notes, correspondence and final outcome for a defined retention period. Records are used to monitor trends, identify training needs and ensure consistent application of this procedure in our rubbish removal and man-and-van services.

Confidentiality is important. We will share information about a complaint on a strictly need-to-know basis with staff, contractors or third parties involved in the investigation. Personal data will be processed in line with applicable data protection standards and retained only for the period necessary to fulfil the purposes of complaint handling and regulatory requirements.

Further rights and legal notes: While we aim to reach a satisfactory resolution for all complainants, this procedure does not affect statutory consumer rights or other legal remedies. If a complaint concerns potential criminal conduct or serious health and safety breaches, we may be obliged to report the matter to the appropriate authorities. This document is a formal internal and external-facing complaints policy and should be read as part of our broader terms for clearance and removals.

Monitoring and review: This complaints procedure will be reviewed periodically to ensure it remains effective and reflects good practice in waste management and man-and-van services. Changes will be made where necessary to improve fairness, timeliness and transparency.

Record of resolution: After closure, complainants will be informed of the outcome and any follow-up actions. We encourage customers to notify us promptly if the proposed remedy does not meet the stated outcome so we can consider further steps. Our aim is to learn from each complaint and continually enhance the reliability and professionalism of our rubbish collection and man-and-van offerings.