Complaints Procedure — Ealing House Clearance

This Complaints Procedure describes how concerns about our house clearance and rubbish removal services in the service area are handled. It sets out clear steps so customers understand the route from initial complaint to final resolution. This document applies to all clearance work, including domestic removals, waste collection and estate clearances, and aims to be fair, consistent and timely.

The policy is intended to ensure complaints are recorded, investigated and resolved with impartiality. If you believe a service did not meet the standards promised, this procedure explains how to raise the issue. Our aim is to maintain trust through transparency: complaints lead to corrective action and improvements across the clearance service.

Complaints may relate to scheduling, damage during removal, unacceptable behaviour by operatives, missed collections or disposal concerns. We encourage customers to report issues promptly so that facts are fresh and we can act quickly. Where appropriate, complaints will be handled in line with applicable consumer protection principles.

How to Lodge a Complaint

Complaints should be made in writing where possible to create a record. Include a description of the issue, relevant dates, job reference number if available and any supporting details such as photographs. We will acknowledge receipt and provide a reference for follow-up. All complaints are treated seriously and will be handled confidentially.

On receipt we will assign the complaint to a trained complaints officer who will perform an initial assessment. This may include a review of job notes, operative reports and disposal documentation. If necessary, we will contact the customer to clarify details and agree the desired outcome.

The investigation process generally follows these stages:

• Initial acknowledgement and assignment of a reference number;
• Collection and review of relevant job records and any photographic evidence;
• Contact with the customer to confirm facts and expectations;
• Decision and proposed remedy, followed by implementation;
• Closure and record of outcomes for continuous improvement.

Investigations aim to be completed within a reasonable timeframe. We strive to reach a resolution within 10 working days of receipt of the complaint, though complex matters may require additional time. If an extended timeframe is needed, we will notify the complainant and explain why and when they can expect a final response.

Possible outcomes include, but are not limited to: an apology, remedial work to correct an error, partial or full credit for services where appropriate, or process changes to prevent recurrence. Remedies are proportionate to the issue identified and will be documented.

Where the complaint involves allegations of damage during a clearance, we will provide details of the investigation including how we assessed causation and any photographic evidence used. Customers are encouraged to preserve any injured property and provide photos or other documentation to help the process.

Escalation and Independent Review

If a complainant is dissatisfied with the initial response, there is an internal escalation path to a senior manager for a second review. The escalation should be made within 14 days of the response and include the reference number and reasons for seeking a further review. The senior review will be impartial and consider any additional evidence supplied.

Where a complaint cannot be resolved through internal escalation, the customer may be informed of independent dispute resolution options that are appropriate to the sector and complaint type. This could include arbitration or third-party mediation; any reference to external processes will be descriptive and not directive.

Records of complaints, investigations and outcomes are kept securely and used to identify trends and training needs. We keep accurate logs so recurring problems can be addressed and service standards improved. Data handling respects privacy and is limited to what is necessary for the investigation and any corrective action.

Confidentiality and fair treatment are core to this procedure. All parties involved in a complaint are expected to act professionally. Abuse, threats or harassment aimed at staff will not be tolerated and may affect the handling of the complaint.

For transparency, a summary of complaint categories and outcomes may be retained for internal audit and compliance purposes. This helps demonstrate adherence to quality standards and supports continuous development of clearance and waste removal operations without disclosing personal data.

Finally, this procedure is reviewed periodically to reflect operational changes and legal obligations. By following a consistent complaints process, we aim to resolve problems quickly, learn from mistakes and maintain high standards across all house clearance and rubbish collection services within our operating area.