Complaints Procedure for House Clearance Kingston Upon Thames

This document sets out the formal complaints procedure for customers of house clearance and rubbish removal services operating in and around Kingston. It explains how concerns should be raised, the steps the company will take to investigate them, and the expected timescales for a response. The aim is to resolve issues fairly, promptly and transparently while ensuring that operational standards for clearance work are maintained. This policy applies to all domestic and light-commercial clearances provided by the clearance service and will be applied consistently across the service area.

The procedure is intended to be clear and accessible. If you believe that a collection was not carried out as agreed, that items were damaged, or that poor service was experienced, you should follow the steps below to ensure the matter is recorded and addressed. The approach emphasises early resolution, with informal handling where possible and formal investigation where necessary. We encourage customers to provide as much information as possible, including dates, a brief description of the issue and any relevant photographic evidence, to assist with the assessment.

All complaints will be acknowledged promptly and handled with due respect for customers' concerns. Upon receipt, an initial review will determine whether the complaint can be resolved informally (for example, by an immediate phone discussion or a remedial visit) or requires a formal investigation. Where a quick remedy is available, the company will aim to implement it within five working days. In all cases the company will keep the complainant informed of progress and expected resolution times.

How to Lodge a Complaint

Complaints may be raised by the customer who booked the clearance or by an authorised representative involved in the arrangement. Provide a clear description of the issue and, where relevant, reference the booking date and team involved. Complaints can relate to service standards, collection or disposal practices, staff conduct, or billing disputes. When describing the concern, include any evidence such as photographs or inventory lists to help the investigator understand the situation thoroughly.

When a complaint is lodged formally, it will be logged and assigned to a complaints handler who is independent of the operational team that carried out the job. The complaints handler will undertake an initial assessment, gather statements from involved personnel, review booking records and any photographic evidence, and, where necessary, inspect the site. During this phase the company may offer a provisional course of action such as a partial refund, a re-visit to correct an issue, or mediation between parties if there is a disagreement about what was removed or how items were handled.

To ensure consistency and fairness the following steps will normally be followed:

• Acknowledgement: Confirm receipt within two working days.
• Investigation: Collect information and evidence within ten working days.
• Outcome: Communicate findings and proposed resolution within fifteen working days of acknowledgement.

Resolution and Escalation

Decisions on complaints will be made impartially, and any remedies offered will be appropriate to the nature of the breach or service failing. Remedies can include an apology, a repeat visit to rectify the issue, a reduction in fees, or a full refund in exceptional circumstances. If a complaint highlights a serious safety or environmental issue, remedial action will be prioritised immediately to protect health, safety and compliance with waste regulations. The company will also review operational policies where patterns of complaints suggest a need for improvement.

If the complainant is not satisfied with the outcome of the initial investigation, the matter may be escalated to a senior manager for an independent review. The escalation will re-examine the evidence and may involve external advice if regulatory, licensing or environmental compliance questions are raised. Escalated reviews will normally be completed within a further 20 working days and the complainant will be informed of the review's conclusions and any final remedial steps.

Record keeping is an important part of the process. All complaints and their outcomes will be recorded and retained for a minimum period in line with company policy and regulatory expectations. These records help monitor service quality and identify trends that require operational changes. Customers should expect that their complaint records will be treated confidentially and used only for the purpose of investigation, resolution and service improvement.