Complaints Procedure for Canary Wharf Man with Van and Rubbish Removal Services

This policy explains how to raise a complaint about the Canary Wharf Man with Van service or any related rubbish collection and removal activity. It covers what constitutes a complaint, how complaints are recorded, investigated and resolved, and the timescales you can expect. Whether the issue relates to a collection delay, damages, incomplete clearance or other concerns with our man-and-van operations, this procedure aims to be clear, fair and accessible. Our goal is to resolve matters promptly while protecting the rights of both customers and staff.

Scope and Types of Complaints Covered

The procedure applies to all aspects of our removal and waste handling services in the service area. Complaints may involve missed collections, unacceptable conduct by crew, property damage, incorrect charges, improper disposal of items, or failures to follow agreed instructions. Not all enquiries are complaints; general service questions or requests for routine clarification should be handled through normal customer channels. This document focuses on formal complaints that require investigation and a definitive outcome.

How to Submit a Complaint

To make a formal complaint about the Canary Wharf man and van operation, provide a clear account of the issue, include relevant dates, locations and any supporting evidence such as photographs or booking references, and indicate the outcome you seek. Complaints should be submitted in writing where possible so they can be logged. On receipt, complaints are acknowledged within a set *business* timeframe to confirm we have the details needed to proceed. We do not require complex legal language; a straightforward account is sufficient.

All submissions are logged in an internal complaints register and allocated to an appropriate manager. The assigned investigator will gather statements, review records including job sheets and vehicle logs, and, where necessary, contact third parties involved in the removal. Investigations aim to be thorough and impartial; staff who are the subject of a complaint will be informed of the allegation and given an opportunity to respond. This helps ensure a balanced outcome based on the available evidence.

Timelines and Acknowledgement: We will usually acknowledge receipt of a formal complaint within three working days and provide an estimated date for a full response. Where further time is needed to complete enquiries, you will be kept informed of progress. If a resolution requires remedial action — for example, a re-collection, repair or reimbursement — we will set out timescales for completing that work.

The investigation may conclude with one of several actions depending on findings: a full apology and corrective action, an offer of compensation for verified loss or damage, or referral to an independent review process if the complainant remains dissatisfied. We record outcomes and, where applicable, implement changes to prevent recurrence. This is part of our commitment to continuous improvement across the man-with-van and rubbish removal services.

Appeals and Further Review Options

If you are not satisfied with the initial resolution you may request an internal review. This review will be conducted by a senior manager who was not involved in the original investigation. Please explain why the original decision is believed to be insufficient and provide any additional evidence. The internal review aims to provide a final internal determination. If the matter remains unresolved, information will be provided on available independent arbitration or consumer protection schemes that can consider disputes of this nature.

Possible Remedies include, but are not limited to:

• Re-performance of the service (e.g., return visit to collect missed items or correct a clearance).
• Repair or reimbursement for verified damage caused by the crew during the removal.
• Pro-rata refunds or credits for clearly demonstrated service shortfalls.
• Agreed compensation where loss arises from negligent handling or incorrect disposal of items.

All remedies are proportionate to the findings of the investigation and aligned with statutory obligations. Decisions are documented and retained in our records for audit and compliance purposes.

Record Keeping and Data

We maintain secure records of complaints, investigations and outcomes to meet legal and operational requirements. These records are used to identify trends, inform staff training and improve operational procedures across our removals and rubbish clearance services. Personal data collected as part of a complaint is handled in accordance with applicable data protection principles and retained only for as long as necessary to resolve the issue and for legitimate business purposes.

Transparency and Continuous Improvement: We take complaints seriously because they provide opportunities to improve. Lessons learned are shared internally and changes to procedures or training are implemented where appropriate. Our commitment is to ensure the highest reasonable standard of service from the CW man-with-van team and associated rubbish removal operations while ensuring a fair, timely and documented complaints process for customers and stakeholders.

Final Note: This complaints procedure aims to be clear and accessible. It does not replace any statutory rights you may have. It is designed to ensure that complaints are dealt with effectively, objectively and within published timescales so that matters are resolved with minimal disruption and with respect for all parties involved.