Complaints Procedure for Bow Man with Van Services
Introduction — This complaints procedure sets out how Bow Man with Van and its related rubbish removal services handle concerns and disputes about the quality of service. It is designed to be fair, transparent and proportionate. Customers and stakeholders can expect a structured approach that aims to resolve issues quickly while preserving the rights of all parties involved. The purpose of this statement is to ensure that dissatisfaction is acknowledged, investigated and used constructively to improve our rubbish collection and clearance operations.
Scope and applicability
This policy covers complaints about any aspect of our man-and-van, waste clearance, rubbish collection or removal work provided under the trading names associated with the business. It applies equally to small-scale house clearances and larger short-term waste contracts. While the procedure does not replace statutory or regulatory remedies, it provides an accessible first step for customers who have concerns about service delivery, safety, pricing or conduct. The focus is on resolving issues internally where possible and learning from each case.
How to raise a concern
If you are unhappy with the service, you should make your concern known as soon as practicable. Complaints should: identify the job in question, describe the issue, specify the desired outcome and include any relevant dates or supporting information. Complaints may be submitted in writing or through the channel used to arrange the service. We encourage clear descriptions and any photographic evidence to help with the assessment. Complaints will not be accepted if they are abusive or vexatious, and those will be handled in line with our conduct expectations.Acknowledgement and initial response
On receipt of a complaint we aim to acknowledge it promptly and within a set timeframe. The acknowledgement will outline the next steps, who will handle the matter, and an estimated timeline for an initial response. Generally, an initial acknowledgment will be issued within a few business days and an initial appraisal completed shortly thereafter. Where immediate remedial action is appropriate, we may implement short-term measures to reduce further disruption while a full investigation proceeds.
Investigation process — Each concern is logged and allocated to a designated investigator who will review all available evidence, including job records, crew notes and any photographic or video materials. The investigator may contact relevant staff and request additional information from the customer to clarify the sequence of events. Investigations are conducted impartially and aim to identify factual findings, underlying causes and reasonable remedies. Where a complaint concerns safety or regulatory compliance, the issue will be escalated according to our internal governance procedures.
Resolution options
The possible outcomes following an investigation will be communicated clearly and may include:- an apology where appropriate;
- a repeat visit or remedial work to correct the problem;
- a partial refund or price adjustment where service standards were not met;
- an explanation of why the service met contractual terms if no fault is found.
Outcomes will be documented and shared with the complainant along with a summary of the reasons behind the decision and any corrective actions taken to prevent recurrence.
Escalation and review — If the complainant is dissatisfied with the initial outcome, the matter may be escalated to a senior manager or a formal review panel within the organisation. This escalation will constitute a fresh review of the evidence and any new information supplied. The reviewer will provide an independent assessment and a final internal determination. We strive to complete escalated reviews within a reasonable period and to communicate clearly if additional time is required due to complexity.
Records, data protection and learning
Records of complaints and their outcomes are retained in accordance with data protection requirements and our internal retention policy. Personal data will be handled lawfully and only used for the purpose of investigating the complaint and improving our services. Complaints are reviewed periodically to identify trends and to inform training, operational changes and policy updates. Continuous improvement is a core part of our approach: lessons learned are shared with teams responsible for rubbish clearance, waste handling and customer liaison.
