Complaints Procedure — Colliers Wood Man with Van Services

This document sets out the formal complaints procedure for Colliers Wood Man with Van and related service variants. Its purpose is to explain how concerns about removal, collection or disposal services are handled, ensuring every issue is taken seriously and resolved fairly. The procedure applies to all service types provided by the company, including light removals, rubbish clearance and courier-style man-and-van jobs. It is designed to be transparent, proportionate and compliant with consumer protection principles while remaining concise and accessible.

We operate on the principle that complaints should be dealt with promptly, objectively and confidentially. Key principles include impartial investigation, clear communication of outcomes, and appropriate remedies where the company is at fault. The process described below aims to balance the needs of customers and operational staff while preserving records for continual improvement.

Anyone who has purchased or received service from the Colliers Wood removal van operation may submit a complaint. Complaints should be made within a reasonable timeframe following the event in question — usually within 30 days for service issues and up to 6 months for concerns about billing or lost items — unless exceptional circumstances exist. This procedure does not cover general enquiries, which should be directed through ordinary customer service channels, nor does it provide for public comment or testimonial publication as part of the handling process.

How to make a complaint

Complaints may be lodged verbally at the time of service or later in writing. When raising a concern, please include the service date, vehicle reference (if known), and a clear description of the issue. During initial receipt the company will log the complaint, acknowledge it within a defined period and advise the complainant of the next steps. This acknowledgement is normally issued within 3 working days.

Investigation and assessment

After acknowledgement, an investigation will be undertaken by a staff member not directly involved in the incident wherever practicable. The investigation may include review of job sheets, driver statements, photographic evidence, and any relevant CCTV or GPS logs. Investigators will aim to reach a preliminary view within 10 working days but may extend this if further information is required.

Throughout the process we will keep the complainant informed of progress. If additional time is needed to complete a thorough investigation, the complainant will be notified and given an expected resolution date. Decisions will be recorded and the rationale explained in plain language.

To help us investigate effectively, please provide:

• Service details: date, time and type of pickup or removal;
• Evidence: photographs, receipts, job references or any supporting documents;
• Description: what happened, who was involved and the desired outcome.

Possible outcomes may include an apology, refund, partial refund, repeat service, repair/collection to address damage, or other appropriate redress. Remedies will be proportionate to the loss or inconvenience experienced and aligned to the nature of the complaint. Where a refund is offered, it will be processed through the same payment channel used for the original transaction unless otherwise agreed.

If a complaint is upheld, the company will document the actions taken and any changes to procedure or training that result. If the complaint is not upheld, the complainant will receive an explanation of the decision and the evidence considered. All outcomes are logged and retained in accordance with the company’s record-keeping policy to allow for audit and service improvement.

Escalation: If a complainant remains dissatisfied after the company’s final response, they may request an internal review by a senior manager. The internal review will consider whether the procedure was followed and whether the remedy offered was appropriate relative to the circumstances. This review will normally be completed within a further 10 working days.

While the company strives to resolve disputes internally, there is recognition that an independent third-party review may be appropriate in some cases. Where applicable, the complaints response will advise on the availability of impartial dispute resolution bodies without providing contact details directly in this document. Parties are free to seek independent legal advice or take disputes to a relevant small-claims or consumer tribunal if they wish.

Record keeping and learning: All complaint records are maintained to identify trends, drive training, and reduce recurrence. Our commitment is to continuous improvement so that service quality for the man with van, removal van and rubbish clearance offerings improves over time. Personal data collected during complaint handling will be processed lawfully and retained only as long as necessary for resolution and compliance purposes.

Time limits: Complaints should be made promptly to allow effective investigation. The company reserves the right to decline investigation of matters reported after an unreasonable delay where evidence is no longer available. The procedure nonetheless treats each case on its merits and allowances may be made in exceptional situations.

Fair treatment: All complaints will be handled without discrimination. Staff involved in complaint handling will act with professionalism and courtesy at all times. Unreasonable behaviour that threatens staff health and safety or uses abusive language may result in limitations on contact methods or representation of the complaint in writing only.

Conclusion: The complaints procedure for Colliers Wood man and van services is designed to be clear, fair and effective. We encourage customers to raise concerns so services such as rubbish removal, relocations and courier-style van tasks meet expected standards. The company will respond transparently and seek appropriate remedies while protecting both customer and operational interests.