Complaints Procedure — Haringey Man with Van Services

Our Complaints Procedure explains how concerns about the conduct, performance or rubbish collection standards of the Haringey Man with Van operation are handled. This document applies to all service delivery areas and covers issues from missed collections and unsafe disposal, to staff conduct and vehicle condition. It is designed to be fair, prompt and transparent, offering a clear pathway from initial report through to final decision. If you believe a removal or waste job did not meet the standards you expected, this procedure explains how to raise and escalate that concern.

What Constitutes a Complaint

A complaint is any expression of dissatisfaction with the quality of service provided by our man-and-van teams, including but not limited to delayed arrival, poor handling of items, failure to remove waste responsibly, or behaviour that falls below professional expectations. While not every comment will be treated as a formal complaint, we will record and consider all reports to improve service. Informal concerns may be resolved quickly; formal complaints will follow the stages outlined below.

How to Submit a Complaint

Complaints should be made in writing so we can keep an accurate record and investigate properly. When submitting, include: the service date, vehicle or crew description if known, a clear outline of the issue, and any supporting evidence such as photographs or written notes. Our procedure ensures that every report receives acknowledgement and a reference number so progress can be tracked. Reports help us identify recurring issues and train teams to prevent reoccurrence.

Initial Response and Acknowledgement

On receipt of a complaint, the matter will be logged and an acknowledgement issued within a prompt timeframe. The acknowledgement will confirm the complaint reference and outline the expected review timescale. Initial enquiries may include contact with staff involved, review of job records, and inspection of any photographic or written evidence provided. The aim at this stage is to establish facts quickly and determine whether a full investigation is required.

The formal investigation will be conducted by a manager who was not directly involved in the original service delivery to ensure impartiality. Investigation steps typically include interviews with crew members, review of vehicle logs and job notes, and assessment of any environmental or safety factors that may have contributed to the issue. In some cases, additional expert advice may be sought particularly where safe disposal or compliance with waste regulations is concerned.

During the investigation we will apply a consistent framework for decision-making, focusing on remedy and prevention. Possible outcomes include: a written apology, remedial action such as returning to rectify a missed removal, staff training, or disciplinary measures where appropriate. If remedial work is offered, the timescale and scope will be explained, and completion will be verified through follow-up checks. Our goal is to restore service standards and maintain trust.

To aid transparency, we use a staged resolution process. Typical timescales are listed below, though complex matters may take longer:

• Acknowledgement: within a few working days.
• Initial investigation: up to two weeks, depending on complexity.
• Formal response: within four to six weeks for most cases.

If additional time is required, complainants will be informed with an explanation for the delay and an updated timetable. This staged approach helps ensure thoroughness without unnecessary delay.

Where a complaint concerns alleged breaches of environmental or waste regulations, or presents a public safety risk, it will be prioritised and handled with urgency. Internal records will be updated to reflect any regulatory findings and any required corrective actions will be recorded and monitored. Our emphasis is on preventing harm and ensuring compliance with relevant standards.

Appeals and Escalation: If you are not satisfied with the outcome of our formal response, you may request an internal review. The review will be conducted by a senior manager who had no part in the original investigation. The appeal request should set out the grounds on which the complainant believes the decision is unsatisfactory and provide any new information that was not available during the initial investigation.

Confidentiality and Record Keeping

All complaints are handled in confidence to the extent permitted by law. Records of complaints and outcomes are retained to monitor service quality and inform training and policy changes. These records may be used for audit and continuous improvement processes. Data protection principles are applied to ensure that personal information is stored securely and only used for the purpose of resolving the complaint and improving services.

Commitment to Improvement — The man and van operation is committed to learning from complaints. Where trends are identified, we will revise procedures, enhance staff training, adjust scheduling practices, and, where necessary, update vehicle and equipment protocols to reduce the likelihood of recurrence. Our complaint-handling aims to be remedial rather than punitive and to drive service improvements across the fleet.

Final Notes: This complaints procedure provides a clear and fair mechanism to resolve issues relating to man-with-van services and waste handling. It outlines how reports are recorded, investigated, and resolved, and how dissatisfied parties can request internal reviews. Our intent is to treat every complaint seriously, act promptly, and learn from each case to maintain reliable and responsible service.