Complaints Procedure for House Clearance Rotherhithe

The purpose of this complaints procedure is to provide a clear, fair and timely route for anyone who wishes to raise an issue about our house clearance services in the Rotherhithe area. This document applies to all aspects of rubbish collection, property clearance and associated support provided by our removal teams. It explains how to make a complaint, what happens next and the timescales involved.

Anyone who receives or is affected by a clearance service can submit a complaint, whether they are a client, resident or a member of the public who observed an issue. We aim to treat every concern seriously, to investigate objectively and to use findings to improve future Rotherhithe house clearance operations. Confidentiality and fairness are central to our approach.

To start a complaint, a clear description of the issue helps. Provide dates, locations, names of staff if known and a concise account of what went wrong. You do not need to use technical language: focus on the facts. The following actions can be taken as part of the initial stages:

• Acknowledgement: We will acknowledge receipt of a complaint promptly and confirm the next steps.
• Initial review: A responsible officer will assess whether the complaint is straightforward or requires detailed investigation.
• Interim measures: If a safety or environmental concern exists, we may act immediately to secure the site or correct an obvious error.

We aim to acknowledge every formal complaint within three working days and to provide a substantive update within 10 working days. Complex investigations — for example those involving hazardous waste handling or disputed charges — may need longer; if so we will explain the reason for the delay and provide an expected completion date.

The investigation stage is thorough and impartial. It typically includes reviewing job notes, viewing photographic or video evidence, interviewing staff and, where necessary, arranging a site inspection. We emphasise transparency: key findings and the reasoning behind decisions will be communicated. Records created during the investigation are retained according to our record-keeping policy.

Outcomes are designed to be proportionate to the issue identified. Possible remedies include correction of outstanding work, a partial or full refund for services not performed to reasonable standards, an offer to repeat a clearance at no extra charge, or a formal apology. We will always explain why a remedy was chosen and how it addresses the complaint.

If a complainant is not satisfied with the initial resolution, we operate an internal escalation procedure. Escalation routes include review by a senior operations manager or a formal internal panel that examines decision-making, evidence and compliance with our procedures. This second-stage review is independent of the team that handled the initial response.

In cases where the complaint relates to regulated waste, hazardous materials or alleged breaches of statutory duties by our crew, we will document findings carefully and, where appropriate, advise on external reporting requirements. We do not publish confidential details, but will cooperate with authorised bodies if an external investigation is necessary.

Escalation and external review

If the internal escalation does not resolve the matter to the complainant's satisfaction, we explain options for independent review. This may involve a third-party mediator or industry-specific review mechanisms. We do not supply contact details within this policy, but will set out how to seek an external review when appropriate.

We maintain clear records of all complaints, actions taken and outcomes. These records are used for service improvement: patterns of recurring issues inform training, operational changes and route planning for rubbish removal across our service area. Data is handled in accordance with applicable data protection principles and retained for reasonable periods to support future inquiries.

Prevention is a key objective. Lessons learned from complaints feed into regular staff training, risk assessments and vehicle checks. We also monitor contractor and partner performance to ensure consistency in house clearance and rubbish removal standards. Continuous improvement is the outcome we seek: fewer repeats of the same issue, safer operations and better customer experience.

All staff are trained to take complaints seriously, to document issues accurately and to communicate clearly with those affected. Where appropriate we will offer explanation of policies or procedures so the rationale behind a decision is clear. Clear communication often resolves concerns without escalation.

This complaints procedure applies across our clearance service area and to all service types we deliver, from single-room clearances to whole-property removals. While this document outlines general principles and typical steps, each complaint is assessed on its own facts and circumstances. We strive for fairness, speed and practical remedies.

To conclude, our aim is to resolve complaints quickly and to learn from them so that future house clearance work in the Rotherhithe locality and surrounding service area meets the standards customers expect. The process described here is designed to be accessible, proportionate and focused on practical outcomes.