1. Our Aim
Van-Go Clearance Ltd aims to provide excellent service. If you are unhappy, we want to resolve it quickly and fairly. This policy meets Consumer Protection (Amendment) Regulations 2014 and Alternative Dispute Resolution for Consumer Disputes Regulations 2015.
2. How To Complain
Contact us as soon as possible with booking reference, address, date and details + photos:
- Email: service@van-goclearance.co.uk (preferred)
- Phone: 07701256110
- Post: 9 Church View Road, IP26 4PT
We acknowledge complaints within 1 working day.
3. What We Need
Booking ref, name, address, date of Service, description of issue, what you would like us to do, photos/videos of waste, access, damage etc.
4. Our Process & Timescales
- Stage 1 — Investigation (up to 5 working days): We investigate, contact Operator if needed, review photos/WTN.
- Stage 2 — Response: We send written outcome with explanation and proposed resolution (e.g. apology, partial refund, re-collection, repair contribution).
- Stage 3 — Escalation: If you remain dissatisfied, ask for Director review. We respond within 10 working days.
We keep records of complaints for 3 years.
5. Wasted Journey / Cancellation Disputes
If you dispute a wasted journey charge (Clause 16) or cancellation fee (Clauses 17-18), provide evidence (photos of access, waste, road). We will review Operator GPS/arrival photos and revisit charge. If error on our side, full refund within 14 days.
6. Alternative Dispute Resolution (ADR)
For consumer customers: If we cannot resolve within 8 weeks or deadlock letter issued, you may refer to an ADR provider. We use:
- Retail ADR — www.retailadr.org.uk — 020 3540 8063 — 12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, MK12 5TW
- Or CEDR (Centre for Effective Dispute Resolution) — www.cedr.com
- You may also contact Citizens Advice Consumer Helpline: 0808 223 1133
ADR is not compulsory for us but we will consider in good faith. You are not required to use ADR and may go to court.
For business customers, ADR not applicable — contract governed by English law per Clause 41.
7. Online Dispute Resolution
EU ODR platform no longer applies to UK, but you can use UK ADR as above.
8. Trading Standards
You may report to Trading Standards via Citizens Advice. Environment Agency for waste offences: 0800 80 70 60.
9. Review
Reviewed annually. Next review Sept 2027.