Complaints Procedure for Harrow Man with Van

This document explains how Harrow Man with Van and associated man-and-van rubbish services handle complaints about removals, rubbish collection and related service delivery. It sets out a clear, fair and timely process so customers understand the stages from raising a concern to resolution. The procedure applies to all bookings and operations carried out by the man with van Harrow team and to any subcontractors acting on our behalf. Our aim is to resolve issues efficiently while treating customers and staff with respect. Please read the steps below carefully and keep records of any correspondence and evidence you provide.

Raising a Complaint

Customers may raise a complaint using the channel listed on their booking confirmation or via the account used to arrange the service. When you submit a complaint please include: booking date, a brief description of the concern, and any supporting photos or documents. We will acknowledge receipt in writing and issue a complaint reference number. Where possible, try to report the issue within 7 days of the service so we can investigate with fresh details. We will confirm expected timescales for each stage of the review.

Initial Acknowledgement and Scope

On receipt of a complaint the team will determine whether it relates to operational delivery (for example rubbish removal delays or incomplete clearance), vehicle or staff conduct, pricing disputes, or damage claims. Please note that some matters may require investigation by third parties if they involve subcontracted crews or waste transfer arrangements. You will be informed of whether the complaint enters standard handling or a fast-track review for urgent or safety-related issues.

Complaint Handling Process

The established steps we follow are set out below. They are designed to be transparent and consistent across all our man and van and rubbish removal services:

• Step 1: Acknowledgement – Confirmation and reference number within 48 hours where possible.
• Step 2: Preliminary review – Collecting the facts, photos and booking records.
• Step 3: Investigation – Speaking with crew, checking vehicle logs and any subcontractor details.
• Step 4: Proposed resolution – Offering remedial action, refund, discount or alternative delivery where appropriate.
• Step 5: Implementation – Carrying out agreed remedies and confirming completion.
• Step 6: Closure – Documenting the outcome and learning points.

Each stage is logged and managed to ensure accountability; our goal is to finish most straightforward cases within 10 working days, while more complex matters may take longer.

Investigation and Evidence

Investigations rely on records from the booking system, crew reports, waste transfer documentation and any photos or videos supplied by the customer. Please provide as much detail as possible and keep physical evidence where safe to do so. If damage is alleged, do not discard items until advised; photographic evidence is particularly helpful. Our investigation will be impartial: we gather statements from all involved parties before proposing a fair outcome. We will notify you of key findings and invite any clarifying information prior to finalising our decision.

Resolution Options

Where a complaint is upheld or partially upheld, typical remedies include arranging a remedial collection, offering a partial or full refund for the affected service, or providing a credit toward future work. If an error resulted from our scheduling or crew actions, we will take responsibility and correct the operational issue. If the complaint relates to pricing or scope misunderstanding, we will explain the basis for charges and consider adjustments where appropriate. All resolutions are recorded and shared with the complainant.

Escalation and Independent Review

If you are not satisfied with the proposed outcome you may ask for an internal escalation to a senior manager for a further review. The escalated review will re-examine the evidence and the previous decision. Where disputes remain unresolved, we will explain options for independent or third-party dispute resolution without endorsing any specific external body. We commit to a transparent escalation path and will document all stages so records can be referenced in any independent review.

Customer Responsibilities

To assist a timely resolution, customers should: co-operate during the investigation, provide clear evidence and avoid hostile or abusive behaviour toward staff. For rubbish clearance specifically, customers should ensure that waste is accessible and describe any hazardous or bulky items at the time of booking. Failure to disclose material information may affect the outcome of a complaint and any remedy offered. We also reserve the right to refuse or limit services where safety concerns are present.

Recording, Confidentiality and Continuous Improvement

All complaints are recorded for quality assurance and training. Personal data collected during the handling process is used only for investigation and improvement, and will be retained in line with our internal retention policy. We review complaint patterns to identify training needs, process changes and service updates so that similar issues are less likely to recur. This complaints procedure is periodically reviewed to ensure it remains effective and fair across our man with van Harrow and rubbish removal services.