Complaints Procedure for House Clearance Dulwich

Scope and purpose of this complaints policy

This document sets out a clear, accessible complaints procedure for our rubbish removal Dulwich and related clearance services. It applies to any customer or third party who wishes to raise concerns about the delivery of a domestic clearance, house clearance in Dulwich or any property clearance work performed by the team. The aim is to resolve concerns promptly, fairly and transparently while maintaining records that drive continuous improvement.

How to raise a complaint

Customers may make a complaint verbally or in writing. To help us investigate efficiently, please provide the following where possible:

• Service date and approximate time of the work;
• Address or job reference (if available) and a brief description of the issue;
• Photographs or other evidence that illustrate the problem;
• Preferred outcome, such as a re-visit, refund or explanation.

We aim to make the initial reporting straightforward: a clear statement about the concern, supporting information and any relevant photographic evidence helps us respond faster. Complaints can be logged by the person who received the service or by an authorised third party, provided they confirm their authority to act.

Acknowledgement and timescales: upon receipt of a complaint we will acknowledge it promptly, normally within 3 working days. An initial acknowledgement confirms who is handling the matter and the expected timeframe for a full response. Complex issues requiring on-site inspection or third-party input may take longer, and we will keep the complainant informed of any delays.

Investigation process: an appropriate member of staff will review the facts, consult the operative(s) involved and examine any available records such as job sheets, waste transfer notes and photographs. The review will consider safety, environmental compliance and whether the agreed scope of the job was met. Where necessary, the investigator may propose remedial work or an independent inspection.

Possible outcomes include:

• Action to correct the issue on-site (for example, returning to complete or rectify a clearance);
• Partial or full refund where services were not delivered as agreed;
• A written explanation if the work was carried out correctly and no remedial action is appropriate;
• Referral to a formal dispute resolution mechanism if an immediate agreement cannot be reached.

Escalation and external review: if a complainant is not satisfied with the outcome they may request escalation within the organisation. An internal senior review will be undertaken by a manager not previously involved in the case. Where disputes remain unresolved, parties may be advised of independent, industry-based dispute resolution or mediation schemes that handle service complaints for clearance and waste removal businesses. This procedure avoids unnecessary legal steps while preserving the right to pursue other remedies.

Confidentiality and data protection: all complaints are handled in line with privacy principles. Personal data and supporting evidence are held only for as long as necessary to investigate and record the outcome, to monitor service quality and to comply with any regulatory obligations. Records are kept securely and access is limited to those directly involved in the investigation.

Customer care and staff conduct: our teams are trained to treat complaints seriously and courteously. Staff are expected to co-operate with investigations and to provide factual accounts. The organisation will take appropriate action where staff conduct falls below expected standards, including retraining or disciplinary measures when required.

Remedies, refunds and corrective action: where a complaint is upheld we will offer one or more of the following remedies as appropriate to the circumstances:

• Repeat service to complete or correct the outstanding work;
• Proportional refund where service delivery was incomplete or unsatisfactory;
• Reimbursement of reasonable costs directly caused by the service failure;
• Formal apology and a summary of steps taken to prevent recurrence.

Record keeping and learning: all complaints, findings and remedial actions are recorded and reviewed periodically to identify patterns and training needs. The organisation uses these insights to improve operational procedures, health and safety compliance and customer communication. This commitment ensures that any lessons learned from a single complaint help to enhance the overall quality of our Dulwich house clearance and domestic clearance Dulwich services.

Final review and closure: once the agreed actions are completed, the complainant will receive a written summary of the investigation and outcome and the case will be closed. If new information emerges after closure, the matter may be re-opened for further consideration. Our objective is a fair resolution that restores confidence in our clearance service and demonstrates accountability.

Continuous improvement: we welcome constructive concerns as opportunities to refine how we manage waste, handle customer interactions and coordinate logistics for rubbish collection and property clearance. The complaints procedure is regularly reviewed to reflect operational changes and to ensure compliance with sector standards. By maintaining transparency and a structured resolution process, we aim to provide reliable, respectful and compliant clearance services that meet customer expectations.

Note: this complaints procedure relates to operational, service and conduct issues arising from clearance work and waste removal activities. It does not replace statutory rights or the ability to seek independent dispute resolution where applicable. The policy applies equally to all clients and job types, including single-room clearances, full-house clearances and garden or commercial tidy-ups carried out within our service area.

We are committed to learning from every complaint and to delivering improved standards for every future job.