Complaints Procedure for Clapham House Clearance

This Complaints Procedure sets out how Clapham house clearance handles concerns about our rubbish removal and residential clearance services. It explains the steps we take to receive, investigate and resolve complaints in a fair and timely way. The procedure applies to all work carried out by our house clearance and waste removal teams and aims to maintain trust and transparency while protecting both customers and our staff.

Scope and Principles

We are committed to a clear, accessible process for anyone using our house clearance Clapham service. The principles that guide this policy are impartiality, confidentiality and promptness. We treat each complaint seriously, seek to identify root causes and apply remedies where appropriate. This policy is intended for people who wish to raise a concern about the quality of a clearance, damage alleged during removal, missed collections, pricing disputes or unacceptable conduct by operatives.

How to Make a Complaint

To lodge a complaint about our Clapham home clearance or related rubbish collection work, provide a clear description of the issue, relevant dates and any supporting evidence such as photographs or invoices. Use plain language and include the address where the service took place. We expect complainants to cooperate with the investigation, and we will confirm receipt of the complaint within a short timeframe and outline next steps.

Acknowledgement and Initial Assessment

On receipt, the complaint is logged and given a reference number. An initial assessment determines urgency, safety implications and which team will investigate. Minor service issues may be resolved by the operative or local supervisor; complex matters are escalated to the complaints coordinator. Our goal is to acknowledge a complaint within 3 working days and provide an estimated timeline for a full response.

Investigation Process

Investigations are proportionate to the nature of the complaint. The process will typically include:

• Collecting statements from staff and any witnesses
• Reviewing job records, photos and waste transfer notes
• Assessing whether contractual or regulatory obligations were met
• Determining corrective actions, such as rework, refund or goodwill gestures

Timescales and Keeping You Informed

We aim to resolve straightforward issues within 10 working days. More complex complaints may need additional time; in those cases we will provide regular status updates and a target date for resolution. Where we cannot meet an agreed timescale, we will explain the reasons and offer an alternative timetable. Transparency is key: we will share the findings of our investigation and any steps taken to prevent recurrence.

Possible outcomes include an apology, remedial work, credit toward future services or a partial/complete refund where appropriate. Remedies are considered in line with the scale of the issue and the loss suffered. All decisions are documented and recorded against the complaint reference.

We recognise the stress that can follow an unsatisfactory clearance or waste disposal experience. Our aim is to reach a fair resolution quickly while maintaining professional standards in our rubbish removal and household clearance operations.

Escalation and Review: If you are not satisfied with the initial outcome, the complaint may be escalated within the company for a secondary review. Escalation routes are internal and designed to ensure an impartial re-evaluation of the facts. A senior manager will review the case, the original findings and any new information submitted by the complainant.

Record Keeping and Data ProtectionAll complaints and related documentation are retained in accordance with our records policy and applicable data protection rules. Information is stored securely and only shared with staff who need it for investigation or quality improvement. Personal information is handled with care and in line with privacy principles to ensure confidentiality for everyone involved.

Unreasonable or Vexatious Complaints: We try to be helpful to all complainants; however, if a complaint is abusive, repetitive without new evidence, or otherwise unreasonable, we will explain why we will no longer engage and record the reasons. We will always try to balance fairness to the complainant with protection for staff and efficient use of company resources in our rubbish collection and house clearance service areas.

Continuous ImprovementComplaints are treated as opportunities to improve. We analyse trends, identify training needs and amend procedures to reduce recurrence of common issues. Regular reports on complaints inform operational change and support quality assurance across our clearance services.

Legal and External OptionsWhile this complaints procedure aims to resolve matters internally, some disputes may involve statutory rights or require external review. Where appropriate and necessary, complainants may be signposted to independent consumer advice or regulatory bodies that oversee waste management and consumer protection. This procedure does not limit any legal remedy available to a complainant under relevant laws.

Review of This ProcedureWe periodically review the complaints policy to ensure it remains effective and aligned with best practice in the waste removal and house clearance industry. Changes are made to improve clarity, accessibility and fairness. Your complaint helps us provide a better, safer, and more reliable rubbish removal and clearance service.