Complaints Procedure for Brompton Man with Van

This page sets out the formal complaints process for Brompton Man with Van and applies to our rubbish company and waste clearance services. The aim of this procedure is to ensure that every concern about our rubbish removal and man-and-van work is dealt with promptly, fairly and transparently. It explains what constitutes a complaint about our service, how complaints are handled, what outcomes you can expect, and how we use complaint information to improve our rubbish clearance operations. The policy is intended for customers, contractors and third parties who interact with our man with a van service. It should be read as our standard internal and external reference on dispute handling rather than a substitute for legal advice.

We recognise that problems may arise in the course of waste collection, furniture removals, or any other rubbish company activities. A complaint may relate to the standard of the service, missed or late collections, damage allegedly caused during a clear-out or removal, charging disputes, or perceived breaches of our terms. For the purposes of clarity, an informal service query that can be resolved on the spot is not recorded as a formal complaint, but we will treat repeated or unresolved queries as a formal matter when necessary. All complaints are handled without prejudice and with respect for confidentiality.

Complaints should be raised as soon as practicable after the date of the incident or service failure. Wherever possible, customers are encouraged to give a clear account of what happened, including dates, times, and the nature of the problem. In the first instance we attempt an informal resolution between the customer and the crew or service coordinator. Our rubbish removal staff and man with a van teams are trained to record and escalate concerns so that issues can be addressed quickly and to prevent recurrence.

How to make a formal complaint

When an issue cannot be resolved informally, the following formal steps apply. We ask complainants to provide sufficient information to allow a full investigation. The formal process may include on-site assessment, review of vehicle logs, collection records, photographic evidence, and internal interviews. Typical steps include:

• Step 1: Acknowledge receipt of the complaint and open a case file.
• Step 2: Gather evidence and statements from relevant staff and witnesses.
• Step 3: Review contractual or service-level obligations that apply to the job.
• Step 4: Determine appropriate remedies—these may include re-performance of services, partial repayment, or other remedies deemed reasonable by the investigator.
• Step 5: Communicate the outcome and close the case, recording lessons learned for operational improvement.

We aim to acknowledge all formal complaints within three business days and to conclude the investigation within a reasonable timeframe, typically no longer than 15 working days, unless the complexity of the matter requires more time. During the investigation we may place a temporary hold on disputed charges where appropriate, pending the outcome. Customers will be kept informed of progress and any realistic timescale adjustments. If we require further information, we will request it promptly and explain how delays may affect the review.

Resolution and outcomes

The resolution may take several forms depending on the findings of our investigation. Possible outcomes include a full or partial refund, re-performance of the original service, an apology, or a corrective measure designed to prevent recurrence within our rubbish clearance operations. We record every outcome in our complaints register to support continuous improvement. Our approach is to tailor outcomes to the nature and severity of the complaint while maintaining fairness and proportionality for both the customer and the business.

If a complainant is dissatisfied with the result of the review, an internal escalation route is available. Escalation will involve a senior manager not previously involved in the initial investigation conducting a secondary review. The escalation process will consider whether procedures were followed, whether evidence was weighed appropriately, and whether the remedy offered was reasonable. Throughout the process we maintain secure records in accordance with our data retention policies and applicable data protection principles.

Confidentiality and records: all complaints are treated as confidential and are recorded in our complaints register. Records include a summary of the complaint, evidence gathered, investigation notes, decision rationale, and the corrective actions implemented. Records are retained for purposes of compliance and quality assurance, and are accessible only to authorised personnel. We will redact or limit disclosure of personal data where permitted and required under privacy obligations.

For serious matters that cannot be resolved internally — for example, complex commercial disputes or allegations of criminal conduct — complainants may be advised of independent channels of review or third-party escalation options, such as industry regulators or relevant oversight bodies. We do not provide legal advice, and this complaints procedure does not prevent any party from seeking independent legal remedies. Our objective is to resolve disputes amicably and to restore confidence in our man-and-van and waste clearance services where possible.

We use complaint data as part of our quality assurance for the rubbish company service area, closely monitoring trends, repeat issues, and operational weaknesses. This helps us identify training needs for our collection crews and drivers, refine scheduling and vehicle routing to reduce missed collections, and improve communication protocols with customers. Periodic internal audits of complaint handling ensure that the procedure remains effective and aligned with best practice for waste management and removal services.

Finally, our commitment to continuous improvement means that complaints are not merely a record of failure but a source of actionable insight. We treat every complaint as an opportunity to do better. All staff and subcontractors are required to cooperate with investigations and to implement reasonable corrective actions. This policy is reviewed periodically to reflect legislative changes and evolving operational standards in the rubbish removal and man with a van sector.