Complaints Procedure for Kennington Man with Van Rubbish Services

Purpose and scope: This complaints procedure explains how Kennington Man with Van and affiliated rubbish removal teams handle concerns about service delivery, waste collection, collection punctuality, damage or loss, and related residential or commercial clearances. It applies to any consumer or organisation using our man-and-van waste services and to complaints raised about subcontracted removal crews working on our behalf. The aim is to resolve issues fairly, promptly and transparently while protecting customer rights and maintaining operational standards.

Principles we follow

We commit to treating every complaint seriously. Our approach is guided by impartial investigation, timely responses and proportionate remedies. We will keep complainants informed of progress, act with courtesy and respect, and ensure confidentiality of personal information. The procedure is intended as a clear, documented route to redress without recourse to public channels first.

What counts as a complaint

Complaints may include: late or missed collections, incomplete rubbish clearance, damage to property, unsafe removal practices, or dissatisfaction with customer service. Isolated enquiries, requests for service clarification, or routine operational queries are handled through standard service channels and are not treated as formal complaints unless escalated.

How to make a formal complaint: To start a complaint, the complainant should provide a clear summary of events, including dates, locations, descriptions of the problem and any relevant evidence such as photographs or booking references. While we do not publish contact details here, complainants will find designated reporting routes within our service documentation; when you raise a concern, please note the steps you took to resolve it locally (for example, conversations with collection crews) so the complaint can be fully assessed.

Acknowledgement and prioritisation: Once received, complaints are acknowledged promptly. Each complaint is assigned a reference number and triaged according to urgency and potential safety or environmental harm. Priority is given to issues involving hazardous waste, property damage, or threats to public safety. We aim to acknowledge receipt within a defined business timeframe and to commence investigation without undue delay.

Investigation process: Investigations follow a consistent framework. We gather statements from involved crew members, review scheduling records, inspect photographic evidence, and consult third-party contractors when necessary. Investigators will consider operational constraints, any instructions provided at booking, and applicable waste management regulations. The investigation seeks to establish facts, determine responsibility, and identify corrective actions.

Outcome and remedies: Where a complaint is upheld, remedies may include an apology, partial or full credit for services, re-collection or correction work where feasible, and training or procedural change for staff. We aim to propose a remedy within a specific timeframe; if immediate correction is not possible, we will offer interim options and a target date for final resolution. Underline expectations: no remedy will compensate for harm beyond reasonable mitigation related to the service provided.

Escalation and independent review: If a complainant is not satisfied with the proposed outcome, they may request an internal escalation to a senior reviewer. The senior review is independent of the original investigator and will re-evaluate evidence and remedies. If an internal resolution cannot be reached, complainants may be directed to an appropriate industry arbitration or regulatory body for independent adjudication; this is typically a final step after exhausting internal avenues.

Timescales, record keeping and transparency: We keep clear records of all complaints and their resolution for a specified retention period. Retention supports learning and compliance with waste management policies. Typical internal timescales are to acknowledge within a few working days, complete initial investigation within a set number of working weeks, and provide final responses unless complex third-party inquiries extend the timeline. We will communicate any delays and the reasons for them.

Confidentiality and data protection

All personal data supplied in connection with a complaint is handled in accordance with data protection principles. Information is used only for the purpose of investigation and, where necessary, to prevent recurrence. We will not disclose personal details beyond what is required for investigation and legal compliance. Where complaints involve criminal activity or public safety risks, we will cooperate with the relevant authorities.

Continuous improvement

The complaints register is reviewed periodically to identify trends and drive improvement. Lessons learned feed into training for drivers and removal crews, safety briefings and updates to service protocols. Our goal is to reduce repeat incidents and enhance the quality of rubbish collection, clearance and man with van services across our operating area.

Civil remedies and limitations: While we strive to resolve concerns fairly, certain legal limitations apply. Remedies offered are proportionate to the service contract and the demonstrated loss. Compensation is evaluated against proof of loss and liability. Claims involving third parties or external contractors are subject to contractual review and may require extended investigation.

Staff training and accountability: Employees and contracted crews receive periodic instruction on complaint handling, incident reporting and safe removal practices. Managers are accountable for ensuring corrective actions are implemented and tracked. Supervisory checks verify that policies are followed and that clients receive consistent, professional treatment.

Closing concerns and confirmation: When a complaint is resolved we provide a clear written conclusion outlining findings, actions taken and any ongoing follow-up. Complainants are asked to confirm closure; if further issues arise, they may re-open the matter for additional review.

Policy review: This procedure is reviewed at regular intervals to reflect operational changes, regulatory updates and lessons from complaints. Revisions are implemented to maintain fairness, clarity and legal compliance. If you have a concern about how a complaint is managed, please use the escalation route described above so an independent review can be arranged.