Complaints Procedure for Southwark House Clearance Services

Purpose: This complaints procedure explains how Southwark House Clearance and affiliated clearance teams handle concerns about house clearance, rubbish removal and waste collection services across our service area. The aim is to ensure every customer receives a prompt, fair and transparent response when service expectations are not met. This document sets out the steps for raising a complaint, how we investigate, expected timescales and options for escalation.

We take every concern seriously and treat complaints as an opportunity to improve our rubbish removal and clearance operations. Our procedure applies to issues such as missed collections, damage during clearance, incorrect charging, failure to comply with agreed scopes of work and other service deficiencies. All complaints are recorded, tracked and reviewed by an appointed complaints coordinator to ensure consistent handling and follow-up.

How to Raise a Complaint

To make a complaint, a customer should provide a clear description of the issue, relevant dates, the location of the service (no detailed local personal data required), the job reference if available and any supporting information such as photos or invoices. Complaints can be raised through the standard channels used for service notifications and will be formally acknowledged. If possible, please state the outcome you are seeking so our investigation can be focused on resolution.

Acknowledgement and Initial Assessment

On receipt we will acknowledge your complaint in writing or via the channel used within three working days. The initial assessment determines the complexity and whether an on-site inspection is necessary. For straightforward issues, we aim to provide a clear response after an initial review. For more complex complaints, we will explain the steps required and provide an estimated timetable for a full response.

All complaints are logged into our complaints register and assigned a reference number. This enables tracking and ensures house clearance Southwark related concerns are not overlooked. The assigned investigator will gather facts, review job records, consult staff involved and, where appropriate, examine photographic evidence or site notes to form an impartial view.

Investigation Process: Investigations follow a structured approach: establish the facts, identify any breach of our duties or agreed terms, determine responsibility, and propose remedial actions. Investigations will be proportionate and timely, balancing thoroughness with the need for swift resolution. We will keep you updated at key stages of the investigation and provide the findings, including any corrective actions we propose.

Decision and Remedies Once the investigation is complete we will provide a decision and, where we find the complaint justified, offer appropriate remedies. Remedies may include an apology, partial or full charge adjustments, repeat clearance at no additional cost, or measures to prevent recurrence. Remedies are designed to be fair and commensurate with the impact of the service failure.

Where the complaint relates to damage, we will explain whether the damage is attributable to our team and outline any compensation approach. Compensation assessments are based on reasonable reinstatement or replacement costs and will not extend to unrelated consequential losses. We are committed to resolving disputes sensibly and avoiding unnecessary escalation.

Timescales: We will endeavour to resolve simple complaints within ten working days of acknowledgement. For more involved cases requiring site visits or third-party input, we aim to reach a conclusion within twenty working days. Where further time is needed we will inform you, explain the reason for delay and provide a revised date for our final response.

Escalation and Independent Review If you are not satisfied with the outcome of the internal investigation, you may request escalation to a senior manager. The escalation will be reviewed by a different decision-maker who has not been involved in the original investigation. In cases where the dispute remains unresolved, we will outline options for independent review or alternative dispute resolution where appropriate for the nature of the claim.

We recognise that some matters may be more suitably resolved through mediation or an independent arbitration body. Where we propose such avenues we will set out the process, likely timescales and what each party can expect. Our goal is to provide a fair and workable resolution without unnecessary formalities.

Confidentiality, Record-Keeping and Continuous Improvement: All complaint records are handled confidentially and retained in line with our records retention policy. We use complaint data to identify recurring issues, improve operational standards, enhance staff training and refine our Southwark clearance services. Trends and lessons learned are reviewed regularly to reduce the likelihood of repeat problems.

What to Expect From Our Team

Throughout the complaints process you can expect professional, courteous and timely communication. Investigations are carried out with impartiality, and outcomes will be supported by documented findings. We value clear resolution and aim to maintain service standards across our rubbish and waste removal operations.

Accessibility and Support

We are committed to making the complaints process accessible. If you need assistance in presenting your complaint, require alternative formats or have specific support needs, please advise at the time of raising your concern. Adjustments will be made where reasonably possible to ensure equitable access to the complaints system.

Final Notes: This complaints procedure applies to all household and commercial clearance and rubbish removal services provided within our service area. It is designed to be clear, fair and proportionate while safeguarding the rights of customers and the integrity of our operations. We welcome the opportunity to resolve concerns and continually improve the quality of our clearance services.