House Clearance Hackbridge — Complaints Procedure
This Complaints Procedure sets out how customers of our house clearance and rubbish removal services can raise concerns and what to expect. It applies to all aspects of a house clearance in Hackbridge, including waste clearance, bulky item removal and site tidy-ups. The aim is to ensure complaints are handled fairly, promptly and transparently so that issues with service delivery are resolved and future performance is improved. This document is written in plain language and is intended for use by residents and organisations engaging a local clearance contractor.
We take any complaint seriously. If you believe a job was not completed to agreed standards — for example, if items were left behind, property was damaged, or charges were unclear — this policy explains the stages of reporting, review and resolution. The procedure emphasises clear communication and provides an expectation of timescales while preserving your right to escalate if you are not satisfied with initial outcomes. Every complaint is investigated objectively and all findings are recorded.
Scope and eligibility: This policy applies to customers where the issue relates to rubbish collection, clearance work, waste disposal arrangements, vehicle conduct at the property, or staff behaviour during a clearance. Complaints about external factors outside the control of the clearance team (for example pre-existing structural issues) will be assessed and, where appropriate, signposted to the correct authority. Please note that this is not a guide to preventing waste; it is a formal route for raising service concerns.
Stage 1 — Informal resolution: Where possible, raise your concern with the operative on site or the person who managed the booking. Many issues can be resolved quickly by discussing the matter with staff. An on-site supervisor may arrange an immediate rectification, a re-visit, or an explanation of why a particular approach was taken. Informal discussions often lead to rapid solutions and are encouraged as the first step.
Stage 2 — Formal complaint: If your concern is not resolved informally, submit a formal complaint in writing describing the issue, the date of the service, and the desired outcome. Complaints will be acknowledged within a short timeframe and a clear reference number provided for tracking. The complaint will be logged and forwarded to an independent reviewer who was not directly involved in the job.
Stage 3 — Investigation: The reviewer will gather evidence including job sheets, photographic records, notes from operatives, vehicle logs and any correspondence. Where necessary an on-site inspection may be arranged to assess any alleged damage or incomplete work. The investigation aims to be thorough, impartial and proportionate, with a finding issued within a specified period. We aim to complete most investigations promptly, but complex cases may require additional time.
Stage 4 — Outcome and remedy: After investigation, a written outcome will be issued explaining the decision and any remedies. Remedies may include a partial or full refund, a free return visit to finish or rectify the work, or other reasonable actions to make good any verified shortcomings. Where the investigation finds no fault, the decision will explain the reasons and supply evidence supporting that conclusion. The outcome letter or notice will include instructions on how to request a review if you disagree.
Stage 5 — Review and escalation: If you remain dissatisfied after the outcome, you may request an internal review. The review is conducted by a senior manager who was not involved in earlier stages. This stage seeks to ensure fairness and consider any new evidence. If the complaint still cannot be resolved to mutual satisfaction, you will be advised on independent avenues available for disputing the outcome, such as consumer protection bodies or alternative dispute resolution services. This policy does not prevent you from pursuing legal remedies where appropriate.
Record-keeping and learning: All complaints, findings and remedies are logged on a central register to identify trends and inform continuous improvement. Records are retained in line with applicable retention practices. Complaints help improve training, operational processes and customer communication so that waste clearance services across the service area continually advance in quality and safety.
Principles we follow
Our complaints handling is guided by the following principles: fairness, transparency, timeliness and respect. We treat each complaint with confidentiality and seek to keep all involved parties informed during the process. Clear records and evidence-based decisions are central to this approach. We aim to communicate outcomes clearly and to apply remedies where appropriate.
What you can expect
When you make a complaint you can expect:
- a prompt acknowledgement;
- a clear description of the process and expected timescales;
- an impartial investigation with documented evidence;
- a reasoned outcome and, if suitable, a remedy.
Accessibility: If you need assistance making a complaint, for example through a third party or an advocate, that will be accommodated. Language or format needs will be considered to ensure fair access to the complaints process without prejudice.
Closing statement: This Complaints Procedure is intended to promote accountability and continuous improvement in house clearance and waste removal services in the Hackbridge area while balancing the needs of customers and operational reality. We encourage clear, timely communication and pledge to treat every concern seriously until an appropriate resolution is reached.