Complaints Procedure — House Clearance Holborn

Introduction: This complaints procedure sets out how our house clearance and rubbish removal service handles concerns raised by customers. It applies to all aspects of our house clearance, clearance service and related waste removal activities. The aim is to resolve issues quickly, fairly and transparently while protecting the rights of clients and staff. We encourage anyone who is not satisfied with any aspect of the service to read this procedure and follow the steps described.

Scope: This policy covers complaints about scheduling, item handling, disposal methods, professional conduct, damage to property and any environmental or safety concerns arising from a clearance job. The procedure applies whether the complaint concerns a full home clearance, small rubbish collection, or one-off bulky waste removal. While it is written for House Clearance Holborn services, the process is suitable for similar clearance and removal operations.

Principles: Complaints will be handled with confidentiality, respect and impartiality. We commit to treating every complaint as an opportunity for improvement. Timeliness, clear communication and a documented outcome are core principles. Complainants will not face retaliation and their information will be managed in line with legal and privacy requirements.

How to make a complaint

The first step is to make the complaint in writing or verbally to the team on site immediately where possible, or as soon as the issue is noticed. When submitting a complaint, include:

• Your name and a brief description of the job (date, general location and nature of clearance activity);
• A clear summary of the complaint and desired outcome;
• Any supporting evidence such as photographs or a list of affected items;
• Relevant dates and names of staff present.

Acknowledgement: We will acknowledge your complaint within two working days of receipt. An assigned complaints handler will be named and will contact you to confirm the details, clarify any ambiguity and outline the expected timeline for investigation. For straightforward matters this contact may resolve the issue immediately; for more complex matters an investigation will be opened.

Investigation and resolution

The investigation will include a review of job records, staff statements and any photographic or documentary evidence you provide. Where appropriate, we will arrange an inspection of the property or items. Our objective is to establish an accurate record of events and recommend corrective steps. Fairness and thoroughness are central to this stage.

Outcomes and remedies: Possible outcomes include a full explanation, an apology, reimbursement for verified losses, partial or full restitution, repeat services to correct an issue, or other appropriate remedies. We will provide a written response that explains the findings, the basis for the decision and any corrective action taken. If compensation is offered, details of how it will be provided will be documented.

Timescales: Our goal is to complete standard investigations within 15 working days. More complex situations may require up to 30 working days; where this is the case we will notify you with an interim update and expected completion date. All extensions will be recorded and justified in your case file.

Escalation: If you are not satisfied with the initial response, you may request escalation within our internal review process. The escalation will be handled by a senior representative who was not involved in the original decision. The internal review will re-examine evidence, seek additional input where necessary and aim to reach an impartial conclusion. Final internal decisions will be communicated in writing.

Record-keeping and learning: All complaints and resolutions are documented and retained for monitoring purposes and continual service improvement. Records include the complaint, investigation notes, communications and the outcome. Patterns identified through complaint analysis may prompt training, procedural changes or operational improvements in our house clearance and rubbish removal operations.

Confidentiality and data protection: Information provided in a complaint will be used only for the purposes of investigation and service improvement unless disclosure is required by law. Personal data will be managed according to applicable data protection standards. Where third-party contractors are involved in a clearance job, information may be shared as necessary to investigate and resolve the complaint.

Expectations and responsibilities: Complainants are expected to provide accurate information and cooperate with any reasonable requests for evidence or access. We commit to keeping complainants informed and responding professionally. Both parties should act in good faith to facilitate a fair and practical resolution.

Continuous improvement: Complaints are viewed as essential feedback. We review complaint trends periodically and implement improvements that reduce recurrence and enhance performance across all clearance services including rubbish removal, estate clearances and home clearance work.

Conclusion: This complaints procedure ensures that concerns about our clearance service are taken seriously and addressed fairly. We encourage customers to raise issues promptly and to participate openly in the resolution process. Maintaining trust, safety and professional standards in every house clearance engagement is our priority.