Complaints Procedure for Tooting House Clearance Services

This Complaints Procedure sets out how our house clearance and rubbish removal operation handles reports of service dissatisfaction. It applies to anyone who uses our Tooting house clearance services, including domestic, commercial and communal clearances, and to all work delivered by our clearance team. The aim is to ensure a fair, timely and transparent response to concerns about collection, removal, disposal or conduct related to clearance activities.

We treat every complaint seriously. Our promise is to provide a clear route for raising concerns and a structured process for resolving them. This procedure outlines reporting channels, initial acknowledgement, investigation stages, proposed remedies and escalation routes within the organisation. It also explains record-keeping, typical timescales and the options available if a complainant is not satisfied with the outcome.

Scope and definitions: For the purposes of this policy, a complaint includes any expression of dissatisfaction about our rubbish removal service, missed collection, damage during clearance, staff behaviour, billing disagreements or failure to meet agreed service standards. Complaints about third-party contractors used in specific jobs are handled under the same process but may require co-operation with those parties.

How to lodge a complaint

To begin the complaints process, a clear description of the issue and the date(s) concerned are helpful. Please include details such as job reference if available, the nature of the problem, and the remedy you seek. We accept complaints in writing or verbally; a recorded note of any verbal complaint will be made to ensure consistency of handling. Note: This page does not contain contact details but sets out the internal procedure that will be followed once a complaint is logged.

Acknowledgement and initial response: We will acknowledge receipt of your complaint promptly and provide a named person within the clearance company who will manage the case. The acknowledgement will outline the process, a reference number and the expected timescale for the initial investigation. In most cases we aim to acknowledge within three working days and provide a preliminary response within ten working days.

Investigation process: The appointed officer will gather information from staff, drivers and any involved operatives, review job notes and photographic records where available, and examine any relevant paperwork such as waste transfer documentation. The investigator may contact you for clarification. If an on-site inspection is necessary, a mutually agreed time will be arranged. All investigations are conducted impartially and recorded in our internal complaints register.

Outcomes, remedies and timescales

After the investigation we will provide a clear written outcome setting out findings and any remedial action. Remedies may include a written apology, a refund, a discount on future services, repeat work where appropriate, or a commitment to staff retraining. Where we identify procedural failure we will document corrective actions to prevent recurrence. Timescales for completing investigations vary by complexity; simple matters are often resolved within ten working days, more complex issues within 20 to 30 working days.

Escalation within the company: If you remain dissatisfied with the initial outcome you may request an internal review by a senior manager who was not involved in the original decision. The internal review will examine the evidence anew and either confirm, vary or overturn the original decision. The internal review is usually concluded within 15 working days of the escalation request.

Recording and confidentiality: All complaints are logged and kept for quality control and regulatory purposes. Records include the nature of the complaint, steps taken, outcome and any changes to procedures. Personal data collected during the process is handled in accordance with data protection obligations and retained only for as long as necessary to manage the complaint and improve service quality.

Unresolved disputes and independent options: If the internal review does not resolve the matter to your satisfaction, we will explain any independent dispute resolution routes that may be available, such as industry arbitration schemes or other alternative dispute resolution mechanisms relevant to waste management and clearance sectors. Use of independent routes will be guided by the nature of the dispute and applicable regulatory frameworks.

Continuous improvement: Complaints are a key source of learning. We use aggregated complaint data to identify trends, improve training, update operational procedures and enhance customer service standards. Reviews are part of our commitment to provide reliable, responsible rubbish and house clearance services.

Final notes: This document is the standard complaints procedure for the Tooting house clearance and rubbish removal service operation. It balances the need for speedy resolution with a fair, reproducible process. Where necessary, additional measures will be taken to safeguard property and ensure regulatory compliance.