Complaints Procedure — House Clearance Highbury

Purpose: This complaints procedure explains how we handle concerns relating to our house clearance Highbury and related rubbish removal services. It sets out the steps for raising an issue, how we investigate, expected timeframes and possible outcomes. The aim is to provide a clear, fair and consistent process so customers and stakeholders understand how complaints about waste clearance, skip and removal work are managed by our team. This policy applies to domestic and commercial house clearance, estate clearances and general waste collection projects conducted within our service area.

How to raise a concern

If you are unhappy with any aspect of a Highbury house clearance or a rubbish removal job, please raise the matter promptly. We encourage you to explain the issue clearly and provide any supporting information such as photos, dates, invoice numbers or a brief description of the service affected. Complaints can relate to service standards, missed collections, damage, health and safety concerns or environmental handling of waste. Our process is designed to be accessible and to ensure every report receives attention.

Acknowledgement and initial review: On receipt of a complaint we will acknowledge it quickly, usually within three working days. The acknowledgement will confirm the nature of the complaint and the name of the person assigned to manage the investigation. We will record the complaint on our internal system and carry out an initial review to determine whether immediate remedial action is required, such as arranging a return visit, rectifying a safety issue, or curtailing any work that may be causing a hazard.

Investigation process

Investigation: The assigned investigator will collect relevant information including job records, crew statements and any photographic evidence. This stage may include contacting the operative who carried out the clearance, reviewing site notes, and inspecting the site if appropriate. Investigations aim to be thorough but proportionate. We will examine whether the work met the agreed scope, if safety protocols were followed, and whether waste handling complied with regulatory requirements for responsible rubbish and waste clearance.

During the investigation we may propose interim actions such as scheduling a remedial visit or advising on temporary measures to prevent further inconvenience. Where a complaint involves potential damage or loss, we will document findings and treat the matter with sensitivity. Our goal is to resolve issues efficiently while maintaining impartiality and ensuring that any corrective steps are sustainable.

Outcomes of the investigation will be communicated in writing. Possible outcomes include: an explanation and apology, a repeat or corrective service at no extra charge, a partial refund where appropriate, or a decision that no further action is warranted. We aim to complete investigations within ten working days whenever possible; more complex issues may require longer, in which case we will keep you informed of progress.

Record keeping and confidentiality: We keep a clear record of all complaints and the measures taken in response. Records are retained to support continual improvement of our house clearance and rubbish removal services and to provide evidence of compliance with waste management responsibilities. Personal information collected during a complaint is handled in line with data protection principles and will be used only for the purposes of resolving the matter unless additional disclosure is required by law.

Escalation and independent review: If you are not satisfied with the outcome, you can request an internal review by a senior manager who was not involved in the original decision. Our escalation path is transparent and designed to deliver a final response within a set timeframe. If the matter remains unresolved after exhausting the company process, you may seek an independent third-party review or mediation through an alternative dispute resolution (ADR) provider. We will explain options for escalation as part of our final response.

Fair treatment and continuous improvement: We are committed to treating complaints fairly and without bias. No customer will be disadvantaged for making a legitimate complaint. The information gathered through complaints is used to improve operations, training and safety practices across our waste clearance and removal teams. Key points of our complaints handling are summarised below:

• Prompt acknowledgement — we confirm receipt within three working days.
• Clear investigation — documented, proportionate and transparent steps.
• Reasoned outcomes — corrective action, apology, refund or explanation as appropriate.
• Escalation route — internal review and independent ADR where applicable.
• Confidential records — complaint files kept for improvement and compliance.

Commitment: Our complaints procedure supports accountability for the delivery of professional waste clearance, rubbish removal and house clearing services in Highbury and surrounding areas. We seek to resolve concerns quickly and to learn from each case so that future operations reflect higher standards. This document is intended to provide reassurance that complaints will be taken seriously, investigated fairly and concluded with a clear outcome and explanation.