Complaints Procedure for House Clearance Addiscombe

This complaints procedure sets out how House Clearance Addiscombe and associated clearance services handle concerns about rubbish collection, removal and disposal. It is intended to be clear, fair and accessible for anyone using a local clearance service. The policy applies to all stages of a clearance assignment and covers house clearances, garden waste removal, bulky item collections and related rubbish removal operations across our service area.

We treat every complaint seriously and aim to resolve problems promptly. The following steps describe the standard process for raising an issue, how it will be investigated, typical timescales, and your options if the initial outcome is unsatisfactory. This page is provided for legal transparency and customer assurance, and does not replace any statutory rights.

Our commitment is to: acknowledge complaints within a short timeframe, investigate thoroughly and provide a clear written outcome. Please read the procedure below to understand what information helps speed up resolution and what remedies may be offered. We use the terms clearance company, rubbish collection and refuse removal interchangeably to reflect the types of services covered.

How to Make a Complaint

Complaints can be raised by the person who arranged the service or by an authorised representative. To help us investigate efficiently, include as much of the following information as possible:

• Service date and time — when the clearance took place or when the concern arose.
• Reference or job number if you have one, and the property or site address where the clearance was carried out.
• Description of the issue — be specific: missing items, damage, late arrival, incomplete removal, or unacceptable behaviour.

Additional helpful evidence includes photographs, receipts, invoices and the names of staff involved. If health, safety or environmental risk is raised, flag this at the outset so the matter can be prioritised. Complaints that allege unsafe practice or illegal disposal will be escalated for immediate review.

When you submit a complaint, you will receive an acknowledgement that explains the next steps. We will record the complaint in our system, allocate an investigator and provide a tentative timetable for a substantive response.

Investigation and Response Timescales

The typical investigation process follows these stages: an initial acknowledgement, a fact-finding investigation, a proposed resolution and a final response. Our aim is to send a full written response within 10 to 20 working days depending on the complexity. Complex disputes or those requiring third-party input may take longer, and you will be advised if additional time is needed.

Possible outcomes include remedial work (for example, returning to complete a clearance), partial or full refunds where appropriate, corrective actions for staff, or a formal apology when standards have fallen short. Remedies are offered on a case-by-case basis and in proportion to the issue identified.

Escalation and External Review

Records of all complaints and outcomes are kept to help improve the clearance service. If you remain dissatisfied after the final response, you may request escalation for independent review or mediation. We will explain the independent review options available and how to access them; however, this procedure does not provide legal advice or substitute for statutory dispute resolution routes.

Confidentiality and Record Keeping: All complaints are handled with discretion. Personal data provided as part of a complaint will be used solely for the purposes of resolving the issue and will be retained in line with our records policy. This includes details of the investigation, corrective measures taken and the final outcome.

Appeals should present any new evidence or reasons why the initial response was insufficient. Appeals will be reviewed by a senior manager or an independent assessor within the organisation where possible. A clear written decision will be provided after the appeal review. While we endeavour to be fair and impartial, some matters may ultimately require legal or regulatory determination beyond the internal appeals process.

Continuous improvement: Complaints and trends are analysed regularly to improve training, operational procedures and customer communications. By documenting failures and remedies we aim to reduce repeat issues and to raise standards across our rubbish removal and house clearance activities. Customers should expect transparency, prompt action and respectful treatment throughout the procedure.

For clarity, this complaints policy covers typical scenarios such as late arrivals, incomplete clearances, improper disposal concerns and damage attributable to clearance activities. It does not cover areas governed by separate statutory processes, though we will cooperate fully with regulators when required.

Records will indicate the date of the complaint, the investigator assigned, actions taken and the final resolution. These records support accountability and help ensure that repeated issues are addressed through staff training or operational changes.

Summary of what to include in a complaint:

• When — date and time of service or incident.
• Where — location and job reference where available.
• What — clear description of the issue and desired outcome.

We believe a clear, structured complaints process builds trust and improves the quality of Addiscombe house clearance and rubbish removal services. The steps outlined here aim to ensure fairness, timely resolution and meaningful remedies where service standards fall short. Clients should expect timely acknowledgement and transparent follow-up at each stage.

All staff involved in clearance operations are expected to cooperate fully with investigations. The organisation commits to learning from complaints and to implementing corrective actions when appropriate. This policy is reviewed periodically to reflect changes in operations, regulations and customer expectations.

Where a dispute cannot be resolved internally, independent external review options will be explained to the complainant. Our goal is a fair outcome that balances customer rights with operational realities, while keeping environmental and safety standards central to any remedy.