Complaints Procedure for House Clearance Charlton

Purpose: This complaints procedure sets out how House Clearance Charlton and associated rubbish and waste removal services manage, investigate and resolve concerns raised by clients. It exists to ensure complaints are handled fairly, consistently and promptly, to protect customers and to improve service delivery. All complaints will be treated seriously and recorded, and we will take steps to prevent recurrence of any issues identified during our investigations.

Scope: This policy covers complaints related to house clearance, rubbish removal, waste clearance and related site services in the company's operating area. It applies to any dissatisfaction about service delivery, damage, missed appointments, pricing disputes, handling of items, or perceived breaches of agreed terms. While this page uses the phrase Charlton house clearance for clarity, the procedure is intentionally generic to meet legal standards and to be applicable across service areas.

What is a complaint: A complaint is any expression of dissatisfaction, whether justified or not, about our standard of service, conduct of personnel, safety concerns, environmental handling of waste, or customer experience. Routine service requests (for example, booking changes) are not complaints unless they relate to a failure to meet agreed standards. If a matter relates to a health and safety or environmental risk, it will be escalated within the company immediately and treated with appropriate urgency.

How to submit a complaint

Submission: Complaints should be submitted in writing where possible to ensure clarity of the issue and to allow an audit trail. You may raise a complaint following a house clearance, rubbish removal or waste disposal activity. When submitting, please include the date of service, a brief description of the concern and any relevant supporting information such as photographs or invoices. Providing clear details helps us investigate efficiently.

Acknowledgement and initial response: We aim to acknowledge all complaints within 3 working days of receipt. An acknowledgement will confirm who is handling the complaint and outline the likely timescales for investigation. In many cases we can provide an initial response with a proposed remedy within 10 working days; more complex matters may require additional time, but you will be kept informed of progress.

Investigation process: On receipt we will log the complaint and assign a trained member of staff to investigate. Investigations typically include reviewing records, speaking with the staff involved, and, where relevant, inspecting the site or photographic evidence. Our investigation will be impartial and will consider both the customer's account and operational records. The following steps are standard:

• Step 1: Acknowledge and log the complaint.
• Step 2: Gather evidence and interview relevant personnel.
• Step 3: Propose resolution options and timescales.
• Step 4: Implement agreed remedy and close the complaint file.

Resolution, remedies and escalation

Outcomes: Depending on the findings, outcomes may include an apology, corrective work (such as a return visit to complete or rectify a clearance), a price adjustment, or reimbursement where appropriate. We aim to offer fair remedies that match the nature and scale of the issue. In some instances, commercial considerations may influence the remedy offered, but every effort is made to reach an equitable result.

Escalation and independent review: If you remain dissatisfied after our final internal response, you have the option to request escalation for an internal senior review or to seek independent resolution through a relevant third party such as a trade body or regulator. We will explain the available external avenues in our final response, without endorsing a particular organisation. Records of complaints and outcomes are retained in accordance with our retention policy and applicable law.

Confidentiality and record keeping: All complaints are handled confidentially and information will only be shared with those involved in the investigation or where legally required. Complaint records are kept to enable service improvement and to ensure compliance with regulatory obligations. We use lessons learned from complaints to refine processes, training and risk controls across our rubbish removal and waste clearance services. This continuous improvement cycle is central to maintaining high standards for rubbish removal Charlton and wider operations.

Monitoring and review: The complaints register is reviewed regularly by senior management as part of governance and quality assurance. Trends are identified and action plans are implemented where systemic issues emerge. This procedure is reviewed periodically to ensure alignment with legal requirements and best practice for waste management and clearance services.

Time limits and expectations: We encourage customers to submit complaints promptly after an incident, ideally within a reasonable period following the service (for example within 30 days), so that evidence and recollections remain fresh. While time limits do not automatically invalidate a complaint, delayed reporting can affect the scope and effectiveness of an investigation.

Final note: This complaints procedure is intended to provide a transparent, fair and reliable route for resolving issues connected to house clearance and related services. It balances the rights of customers with the operational realities of running a clearance business, and it is designed to deliver timely, proportionate and documented outcomes to restore service confidence and address any failures identified.