Complaints Procedure for Dalston House Clearance

Dalston House Clearance strives to provide a high standard of waste and house clearance services across our service area. This complaints procedure sets out how we manage, investigate and resolve concerns from customers who believe our rubbish removal, waste clearance or house clearance work fell short of the standards we promise. The purpose of this document is to ensure a fair, transparent and prompt response to complaints while protecting both customers and our team. All matters are treated seriously and handled in line with applicable policies and legal obligations.

Scope and Principles

This policy applies to complaints related to our clearance operations, including missed collections, damage during removal, uncompleted work or service delivery issues. We commit to objectivity, confidentiality and timely communication. Complaints will be dealt with impartially and without discrimination. Our approach is restorative: we seek to understand what went wrong, put things right where possible, and learn to prevent recurrence. We record every complaint and monitor trends to improve our rubbish collection and house clearance services.

Customers or representatives may raise a complaint by submitting details of the incident, including the date, location, description of the issue and any supporting evidence. We recommend providing receipts, photos or job references where available. On receipt, a formal acknowledgment is issued and the complaint is logged. Complaints are assessed to determine their severity and the most appropriate route for resolution. Simple service queries may be resolved quickly, while complex matters require a formal investigation.

How Complaints Are Recorded and Investigated

All complaints are entered into our complaints register and assigned a unique reference number. A designated complaints officer conducts an initial assessment and, where necessary, interviews staff involved, reviews job records and inspects any relevant site notes or photographic evidence. Investigations are carried out promptly and documented in full. We aim to complete initial investigations within a reasonable timeframe and provide regular updates to the complainant until a resolution is reached.

Possible outcomes of an investigation include: an explanation and apology, remedial action (such as re-visiting a site to complete or correct work), partial or full reimbursement where applicable, or improvements to our operational procedures to prevent similar issues. We treat customer safety concerns and allegations of damage with priority. Where a refund or compensation is appropriate, it will be calculated fairly and processed without undue delay. Outcomes are communicated in writing and with clear reasoning.

If the complaint highlights systemic issues, we commit to continuous improvement. Findings from complaints feed into staff training, operational reviews and supplier assessments. We may update policies or modify standard operating procedures as lessons are learned. All staff are expected to cooperate fully with investigations and to implement corrective actions when required. Our objective is to maintain consistent, high-quality rubbish removal and house clearance services throughout our operational area.

Complaints can relate to a range of service aspects, such as:

• failure to complete agreed clearance work;
• damage to property or items during removal;
• unacceptable behaviour by staff;
• health and safety concerns during clearance;
• missed collections or scheduling errors.

We accept complaints from customers, their authorised representatives or third parties with a legitimate interest. All reports are treated seriously and assessed according to the facts presented.

Where a complainant remains dissatisfied after our initial response, the complaint may be escalated internally for a secondary review by a senior manager or director. This escalation process is part of our internal appeals mechanism and seeks to provide an independent re-examination of the case. We record the outcome of appeals and share conclusions with the complainant, explaining the reasons for our decisions and any further steps available. External escalation options are explained where applicable, consistent with regulatory and legal boundaries.

Closing notes: our complaints procedure is designed to provide a structured, transparent and effective way to address any concerns about our clearance services. We retain complaint records for a defined retention period to comply with governance and audit requirements, and we publish periodic reviews of how complaints have informed service improvements. Confidentiality is maintained throughout; personal data is handled in accordance with data protection obligations. This policy is reviewed periodically to ensure it remains fit for purpose for house clearance, rubbish collection and waste management services.