Complaints Procedure — Hammersmith Man with Van Services

Complaints Procedure for Hammersmith Man with Van and related removal services is designed to be clear, fair and proportionate. This policy covers complaints about collections, rubbish removal, waste handling and haulage provided by our man-and-van teams operating within the service area. It sets out how concerns are recorded, investigated and resolved, and what customers can expect at each stage of the process.

This complaints framework applies to issues such as missed collections, damage to property during a move, unsafe disposal of waste, unprofessional conduct, or billing disputes with the Hammersmith man with van or any affiliated removal van service. The aim is to remedy problems quickly and to learn from incidents so that our rubbish company service area improves over time. Complaints will be treated seriously and managed impartially.

To raise a complaint you should provide a clear account of the problem, including the date and time of service, a brief description of the incident, and any supporting evidence such as photos or receipts. Please submit your complaint in writing — this helps ensure we capture the facts accurately. When possible, reference the job or booking identifier provided at the time of service so the investigation can be focused and efficient.

Acknowledgement and Initial Assessment

We will acknowledge receipt of your complaint and run an initial assessment to determine the level of investigation required. This stage involves confirming the facts, identifying staff or vehicles involved (for example, man with van Hammersmith crews or the specific removal van team), and noting any immediate safety or environmental concerns related to rubbish or waste handling that need urgent action.

The typical acknowledgement will outline the expected timescales for a full response and any immediate remedies we may offer while the matter is reviewed. We aim to be transparent about the process and to keep complainants informed of significant developments. If a complaint requires input from third parties (e.g. disposal contractors), timescales may be adjusted accordingly.

Our investigation is conducted by trained staff who will gather relevant evidence, interview involved personnel and inspect any physical damage where practicable. Investigators document their findings and assess whether operational failures, safety breaches or service standard shortfalls contributed to the issue. The goal is to reach a fair outcome based on the available evidence.

Resolution Options and Remedies

Potential outcomes include corrective action (such as additional removal work), proportionate refunds or credits, and remedial measures to prevent recurrence. In cases involving property damage, options may include repair, reimbursement for repair costs where liability is established, or agreed compensation. For rubbish collection errors, remedies may involve a re-collection or an agreed disposal solution.

We adopt a pragmatic approach: where fault is established we act quickly to make good; where fault is not clear, we explain the rationale behind our conclusions. Our responses will outline any steps taken and, where appropriate, the measures introduced to improve future service from the Hammersmith removal van teams.

To help manage expectations, the investigation seeks to conclude within a reasonable period. Complex cases may take longer, but complainants will receive interim updates and a clear final response when the review is complete.

We ask complainants to co-operate by providing timely information and by preserving evidence (for example, photographs of damage or rubbish left on site). The company will maintain complaint records in accordance with applicable retention rules and data protection obligations, ensuring that information is handled confidentially and only used for the purposes of resolving the complaint and improving services.

• Scope of complaint: specify whether it relates to rubbish collection, transportation, disposal or conduct;
• Evidence: photos, invoices, job references and witness statements where available;
• Preferred outcome: state what resolution you are seeking (re-collection, repair, refund, etc.).

If you remain dissatisfied after our response, the complaint can be escalated internally to senior review. This escalation triggers a further independent assessment by a senior manager who was not involved in the original investigation. The review will re-examine the evidence and the fairness of the initial outcome and provide a final internal position.

We are committed to continual improvement across our man with van Hammersmith services and rubbish company operations. Where patterns of complaints are identified, we implement training, process changes and oversight to reduce recurrence. Complainants receive a written outcome and explanation of any systemic steps taken so the organisation learns from each case.

Time limits: complaints should be raised as soon as reasonably possible after the event to allow effective investigation. While older issues may still be considered, the passage of time can limit the evidence available and the remedies that can be offered. We encourage early notification to ensure the best chance of a satisfactory resolution.

Finally, this complaints procedure is intended to be accessible, fair and transparent for anyone using our Hammersmith van hire, man and van Hammersmith, or rubbish removal services. It does not limit any statutory rights or other legal remedies. Our objective remains to resolve issues swiftly and to maintain the quality and safety of our services across the area.