Complaints Procedure for House Clearance Thornton Heath

This document sets out the formal complaints procedure for customers of house clearance and rubbish removal services operating in and around Thornton Heath. It explains how to raise a concern about a clearance job, the stages of the investigation, what outcomes you can expect, and how we will record and learn from each issue. This policy applies to all clearance services and related waste handling activities provided by the company and is intended to be fair, transparent and proportionate.

Scope: This procedure covers complaints relating to service delivery, damage, missed items, inaccurate charges, and conduct of operatives. It does not replace statutory rights, nor does it act as a contract variation clause. Where a complaint touches on legal liability, the issue will be handled in accordance with applicable law and insurance arrangements. Complaints will be treated seriously and handled in confidence.

How to make a complaint: A complaint can be made in writing or verbally. When submitting a concern please include the job reference (if known), the address where the clearance took place, the date and time of the work, a clear description of the issue and any supporting evidence such as photos or receipts. Providing clear information helps us investigate more quickly. Complaints about subsequent discoveries of missing items or damage discovered after clearance must be notified as soon as possible.

Acknowledgement and Initial Response

On receipt of a complaint we will acknowledge it promptly and aim to confirm the identity of the person making the complaint and the scope of the issue. We strive to acknowledge complaints within two working days and to provide an initial response outlining the likely timescale for a full investigation. Where immediate safety or environmental concerns are identified, we will take necessary interim action without delay.

Investigation process: Once a complaint is accepted for investigation we will appoint an appropriate member of staff to review the matter. The investigator will collect relevant records, interview staff who attended the job, and review any photographic or documentary evidence supplied by the complainant. Investigations seek to be thorough but proportionate; they typically conclude within ten to twenty working days depending on complexity.

During the investigation we may offer a provisional remedy if an immediate fix is available, such as arranging a return visit to recover an item where appropriate or agreeing a temporary mitigation measure. Any such provisional action will be recorded and followed up as part of the final response.

Outcomes, Remedies and Recording

Possible outcomes of a complaint investigation include a written explanation, an apology, corrective action (such as re-performance of work), a partial refund, or a full refund where appropriate. We aim to resolve issues fairly and to restore trust while ensuring remedies are proportionate to the facts. Where no fault is found, the reasons and evidence will be explained to the complainant.

• Rework or corrective visit: Re-attendance to address errors identified.
• Financial adjustment: Partial or full refund where service failure is established.
• Process change: Implementation of improvements to reduce recurrence.
• Apology and clarification: Formal acknowledgement of distress or inconvenience.

If a financial remedy is offered, it will be processed without unnecessary delay and recorded in the complaints file. We keep a written record of all complaints, investigations and outcomes for a reasonable retention period to enable trend analysis and service improvement.

Escalation and External Review: If you remain dissatisfied with the outcome you should request escalation within the company. A senior manager or an independent reviewer will re-examine the case and, where possible, offer a final internal review. If the matter remains unresolved after exhausting internal channels, information will be provided about independent redress options relevant to clearance and waste services, including regulatory or trading standards avenues where applicable.

Confidentiality and data handling: All complaints are handled in line with data protection principles. Personal information collected during the complaints process will only be used to investigate and resolve the complaint, and to improve services. Records will be retained for the period necessary for these purposes and then securely disposed of. Complainants have rights to request access to their personal data and to seek correction of inaccuracies.

Commitment to improvement: We use complaints as a learning tool. Aggregate complaint data is reviewed periodically to identify recurring issues and drive changes in training, operational procedures and client communications. Our goal is to ensure that every complaint helps enhance service quality for future customers of Thornton Heath house clearance, rubbish removal in Thornton Heath and related clearance services.

Accessibility and reasonable adjustments: We will make reasonable adjustments to this complaints process to assist people who require alternative formats, language support or additional time. Please indicate any needs when submitting a complaint so that the procedure can be adapted accordingly. The company is committed to equal treatment and will not disadvantage anyone for raising a genuine concern.

Time limits: To enable a fair investigation, complainants should make a complaint as soon as possible after the event, ideally within a few weeks. Delays in reporting may limit our ability to investigate thoroughly, although we will consider late complaints sympathetically where there are good reasons for the delay.

Review and publication: This complaints procedure is reviewed periodically to reflect changes in law, best practice and operational needs. A summary of complaint handling principles and anonymised lessons learned may be published to demonstrate commitment to continuous improvement across clearance services thornton heath clients can expect consistent, respectful resolution practices.