Complaints Procedure — Kingston Man with Van Services
This Complaints Procedure sets out how Kingston Man with Van and associated removal or rubbish clearance services manage concerns and disputes. It applies to all customers, including those using our man and van removals, waste clearance and van hire options. The purpose of this procedure is to ensure that complaints are recorded, investigated fairly and resolved promptly. Our goal is to handle every complaint with impartiality, confidentiality and care, and to learn from outcomes so our van-based rubbish clearance and removal services improve over time.
This procedure is public-facing but not a contract. It does not replace statutory rights or legal remedies. Complaints should relate to service standards, safety, damage, charges, or conduct of staff. Issues regarding lost items, improper disposal of waste, scheduling failures, or vehicle-related incidents handled by our Kingston van service are covered. We do not accept third-party complaints without authorisation from the affected customer.
Scope: the procedure covers complaints about collections, deliveries, removals, rubbish removal jobs, parking or access disputes arising from our van operations, and behaviour of personnel. It does not cover general enquiries or requests for service changes. Complaints about regulatory matters or criminal behaviour may be referred to the appropriate authorities if they fall outside our remit.
How to raise a complaint: complaints should be submitted in writing or via our standard complaint channel where available. Please provide your booking reference, a clear description of the issue, relevant dates and times, and desired outcome. Include any photos or documentation that support the complaint. Clear, concise information helps speed up investigations.
Initial acknowledgement: upon receipt we will acknowledge your complaint promptly and provide a unique reference. Acknowledgement confirms who is handling the matter and the expected timescale for a full response. Routine complaints are typically acknowledged within three working days. If additional time is required, we will notify you with reasons and a revised timeframe.
The investigation stage involves gathering facts from staff, drivers and any third parties involved in the job, reviewing booking records, GPS or route data where applicable, and assessing photographic evidence. Our investigation seeks to establish what happened, why it happened, and what remediation is appropriate. Investigations are performed impartially and are documented.
Resolution options: where a complaint is upheld we will offer remedies that may include an apology, partial or full refund, reduced charges, re-performance of services where feasible, or corrective action to prevent recurrence. Compensation offers will be proportionate to the loss demonstrated and consistent with our terms of service. Refunds and credits are processed according to our refund policy and subject to verification.
Timescales: we aim to resolve most complaints within 15 working days of acknowledgement. Complex cases requiring third-party input or forensic examination of vehicle logs may take longer; in such cases we will keep you updated at regular intervals and provide an estimated date for final response. If you remain dissatisfied after our response, escalation options are explained below.
Escalation and review: if the outcome is unsatisfactory, customers may request an internal review by a senior manager who was not involved in the initial decision. The request for escalation should state why the customer disagrees with the decision and any additional evidence. Internal reviews are completed within a further 15 working days where practicable.
Independence and external review: where an internal review does not resolve the complaint, customers may seek an independent review from an appropriate third-party dispute resolution service or ombudsman if one is available in the sector. We will provide a final correspondence outlining the steps taken and the final position to assist that process. Note that external review is subject to the terms of the independent scheme chosen.
Record keeping and confidentiality: all complaints, supporting documents and outcomes are retained securely for a specified retention period in line with data handling standards. We will treat complaint information as confidential, sharing only with those directly involved in handling or investigating the matter. Records are used for training, service improvement and compliance monitoring.
Conduct and behaviour: our staff are expected to act professionally at all times. Complaints alleging abusive or threatening behaviour towards staff will be taken seriously; while we will investigate such complaints, we reserve the right to refuse to engage with communications that are abusive or pose a safety risk to employees. Conversely, complaints about alleged misconduct by staff will be addressed swiftly and appropriately, consistent with employment policy and legal obligations.
What you can expect from us
Throughout the complaints process we promise to be transparent, fair and timely. We will keep you informed, provide a clear outcome, and explain any remedial action. We will not charge for making a complaint. Our aim is to restore trust in the Kingston removals and rubbish collection services we deliver.Fair handling principles
We apply the following principles when managing complaints:- Impartiality — decisions based on evidence, not opinion.
- Proportionality — remedies matched to proven impact.
- Timeliness — clear deadlines and updates.
- Transparency — clear reasons for decisions.
Continuous improvement: we analyse complaint data to identify trends and training needs, and we implement corrective actions where appropriate. This ensures our van service and rubbish removal teams reduce repeated incidents and improve customer care over time.
Final remarks: this Complaints Procedure is part of our commitment to accountability in the provision of man and van removals, waste clearance and related services. It is intended to be accessible and effective for customers wishing to raise concerns about service delivery. Please note that pursuing a complaint does not affect statutory rights.
Definitions: for the purpose of this document, "complaint" means any expression of dissatisfaction about the standard of service, actions or lack of action by our vans, drivers or representatives. "Customer" refers to the person or business named on the booking or who authorised the job.
Policy review: this procedure is reviewed periodically to reflect changes in law, best practice and operational learning. Where necessary, updates will be published in our policy materials. Using this complaints process helps us maintain high standards across Kingston van service operations and the broader removal and rubbish management activities we undertake.
