Complaints Procedure — Edgware Man with Van Services

This Complaints Procedure explains how Edgware Man with Van and its rubbish removal services handle concerns, ensuring every complaint is managed fairly, promptly and transparently. It applies to all work carried out by our man with a van teams, including removals, light haulage and rubbish clearance. The purpose of this policy is to set out clear steps for customers to follow and to describe how we investigate, resolve and learn from complaints so that service quality improves. Please read this policy as a formal statement of our commitments rather than as a guide to contacting us.

Our approach is governed by three core principles: accessibility, impartial investigation and a commitment to remedy where appropriate. We accept complaints about any aspect of the man with van Edgware service, including punctuality, condition of the property, disposal of waste and standard of care. Complaints are treated seriously whether they relate to a single job or a repeat issue. We also record all matters to build a clear audit trail for continuous improvement.

To make a complaint in writing you should provide a clear description of the issue, the date and time of the service, and any evidence you think is relevant such as photographs or receipts. We ask that complainants include the preferred outcome and indicate whether they wish their complaint to be treated confidentially. Receipt of a formal complaint will be acknowledged in writing within three working days and an initial assessment will be made to determine the correct team to investigate the concern.

Once a complaint is accepted, an investigator who was not directly involved in the job will be assigned. This investigator will:

• review the job records and any photographic or documentary evidence;
• interview staff who provided the service when necessary;
• seek further information from the customer if clarification is required.

We aim to complete the initial investigation within 10 working days except where further information or third-party input is required.

During investigation we maintain confidentiality and treat all parties with respect. Records of the investigation are retained in accordance with our data retention policy and used only for the purpose of resolving the complaint. If an interim update is required we will provide one and set out what steps remain to be taken. Customers are encouraged to respond promptly to any reasonable requests for further information to avoid unnecessary delays.

Possible outcomes include a written apology, a corrective action (for example, a return visit to rectify an issue), a partial refund, or other remedial measures appropriate to the complaint. We will explain the reasons behind the decision and, where relevant, set out the steps taken to prevent recurrence. Resolution is documented and shared with the complainant as the formal conclusion of the case.

If a complainant is unhappy with the initial outcome they may request an internal review. The review will be conducted by a senior manager who was not part of the original investigation. During review we may:

• re-examine evidence already supplied;
• seek independent assessment if needed;
• offer mediation or a facilitated discussion when both parties agree.

The aim of escalation is to ensure fairness and to test whether the original decision was reasonable given the evidence.

Where complaints relate to our rubbish removal operations or to environmental compliance, we will also undertake a compliance check to ensure that statutory obligations have been met and that waste management procedures were followed. This helps protect both the customer and the company and serves as a quality check for our waste clearance and man and van Edgware teams. Findings from such checks can lead to operational changes, refresher training or disciplinary action if required.

When a complaint is closed we confirm the outcome in writing, including any corrective actions taken and the date the file will be retained. Records of complaints and their outcomes are reviewed regularly to identify trends and to inform training and operational changes. We commit to learning from justified complaints, applying lessons across our removal and rubbish services, and monitoring effectiveness of any implemented improvements. This concludes the formal complaints procedure. We expect professionalism from our teams and fairness toward our customers as part of our ongoing service standards.