Complaints Procedure — Greenwich Man with Van Services

Purpose: This complaints procedure sets out a clear, fair and timely way for customers of our Greenwich Man with Van and related rubbish removal services to raise concerns. It applies to claims, service shortfalls, damage, missed collections and any dispute arising from our Greenwich rubbish removal and removal van operations. The intent is to resolve issues promptly while recording outcomes for continuous improvement.

We treat every complaint seriously and will consider each case on its merits. Our approach is impartial; we seek to establish facts, explain decisions and offer remedies where appropriate. If you experience problems with our Greenwich removal service, this document explains the steps we take from receipt to resolution.

Scope: This procedure covers all bookings, pickups, waste clearance and van hire activities provided under the Man and van Greenwich brand. It does not cover third-party contractors or external waste processing facilities beyond our control, although we will assist in investigating matters linked to those providers when they affect our service delivery.

How to Submit a Complaint and What Happens Next

To ensure a fair review, complaints should include a clear description of the issue, the date(s) and any booking references if known. We will acknowledge receipt within a defined timescale and provide an outline of the next steps. Our response will be objective and evidence-based, using operational records, vehicle logs and staff accounts when necessary.

Initial Review: On receipt we will log the complaint, assign it to a complaints officer and carry out an initial assessment. This stage determines whether the matter can be resolved quickly or requires a detailed investigation. Where immediate action is appropriate, such as re-collection of rubbish or arranging remedial work, we will prioritise that response.

Investigation Process includes but is not limited to:

• Gathering statements from crew and witnesses
• Checking vehicle and booking records
• Reviewing any photographic evidence supplied by the customer

Timescales, Remedies and Escalation

We aim to provide an initial acknowledgement within a few working days and a full response within a reasonable period depending on complexity. Typical timelines are identified during the initial review, and customers will be kept informed of progress. If a complaint requires referral to a senior manager or a formal review panel, this will be communicated with expected completion dates.

Possible Outcomes: After investigation, outcomes may include an apology, a repeat service, a partial credit or compensation where loss or damage is demonstrated, or an explanation where our processes are found to be compliant. Any remedy offered will be proportionate to the issue. Customers should note that refunds or credits are assessed against documented evidence and verified costs.

Escalation: If you remain dissatisfied after the outcome, there is a defined escalation route within our organisation. Escalation triggers a further review by senior staff who will re-examine the findings, re-assess remedies and determine whether further action is appropriate. This internal escalation is the final stage of our internal complaints handling process.

Confidentiality and Record-Keeping: All complaints are handled in confidence. Records are retained in accordance with our data retention policies and used to improve the quality of our Greenwich rubbish collection and removal operations. We keep secure documentation of investigations, decisions and follow-up actions, while ensuring personal data is protected.

Customer Responsibilities: To assist an effective resolution, customers should provide accurate details, cooperate with investigations and supply any relevant evidence such as photos or receipts. Where safety concerns are raised, temporary measures may be recommended while an investigation proceeds.

Behaviour and Unreasonable Complaints: We will not accept abusive or vexatious behaviour. If a complaint is judged to be unreasonable, we will explain why and set boundaries for continued communication. Our focus remains on resolving genuine service issues in a fair and professional manner.

Third-Party and Legal Matters: Some complaints involve third-party suppliers or legal claims. Where legal issues are raised, we will document findings and may advise that formal legal channels are appropriate. Responsibility for waste disposal at licensed facilities and interactions with local authorities may affect outcomes; we will coordinate information but cannot override third-party decisions.

Continuous Improvement: Complaints are valuable for improving our standards. Aggregate data from complaints is reviewed regularly to identify trends and necessary changes to training, procedures or fleet management. This ensures safer and more reliable service across our Greenwich van hire and clearance operations.

Final Notes: This policy seeks to be transparent and accessible, offering a clear path for raising and resolving concerns about the Greenwich Man with Van service. It does not replace statutory rights or legal remedies available under consumer protection laws. Decisions under this procedure are internal resolutions designed to remedy service failures and improve future performance.