Complaints Procedure for East Ham House Clearance Services

Purpose and scope. This complaints procedure explains how customers and stakeholders may raise concerns about East Ham House Clearance and related rubbish removal services in the service area. It covers complaints about conduct, performance, damage, missed collections, disposal practices and any breach of agreed terms. The aim is to ensure every concern is handled promptly, fairly and with appropriate record-keeping so we can improve the quality of our house clearance and waste clearance operations.

Principles we follow. We apply a consistent, transparent and proportionate approach to every complaint. Complaints are treated seriously regardless of how they are received. We will listen, investigate objectively and keep complainants informed of progress. The procedure respects confidentiality and data protection: personal data will only be used to investigate and resolve the matter and will be stored securely.

How to make a complaint

Complaints can be registered in writing or verbally through the company’s customer channels. When raising a concern, please describe the incident, include dates, names of staff if known, and any relevant booking references or invoice numbers. For complaints about house clearance East Ham jobs, include a clear description of the items or locations affected and any desired remedy. We will acknowledge a complaint within a defined timescale and explain the next steps.

Initial assessment and acknowledgement

On receipt, each complaint is allocated to a complaints handler who will perform an initial assessment. This step determines whether the complaint is straightforward and can be resolved quickly or whether it requires a detailed investigation. We aim to acknowledge all complaints within three working days and to propose an estimated resolution time. For simple matters resolved immediately, a final response may be provided within that acknowledgement period.

The investigation stage may involve reviewing job sheets, waste transfer documentation, CCTV (where applicable), staff statements and photographic evidence. We will seek to obtain all relevant information fairly and without unnecessary delay. Where additional time is required due to complexity, the complainant will be informed and kept updated at agreed intervals.

Possible outcomes and remedies. Following investigation, outcomes may include: a formal apology, remedial work at no extra charge, financial adjustment where appropriate, or other corrective actions to prevent recurrence. We will explain the basis for our decision and any steps taken. If a complaint is upheld in full or in part, we will set out the corrective measures and timescales for implementation.

Escalation and independent review

If the complainant is not satisfied with the outcome, they may request escalation to a senior manager for review. The escalation stage is an internal review of the original decision and the investigation process. It focuses on whether the original response was appropriate, whether all relevant evidence was considered and whether the remedy offered was proportionate to the harm. Escalation requests should specify the grounds for review and any new information not previously considered.

Where resolution cannot be achieved internally, we will advise on alternative dispute resolution options appropriate to the sector and the nature of the complaint. This may include mediation or referral to an industry ombudsman or regulator where jurisdiction applies for waste management and clearance services. Such escalation routes are external to our organisation and operate independently of the company.

Timelines, record keeping and continuous improvement

We maintain records of all complaints, outcomes and corrective actions for a defined retention period consistent with legal and regulatory requirements. Complaint records are used to identify trends and training needs and to drive service improvements in areas such as safety, customer communication and disposal practices. Performance against complaint-handling targets is monitored and reported internally so that lessons learned lead to measurable change.

Accessibility and support. We are committed to ensuring this procedure is accessible. Reasonable adjustments will be made for complainants requiring assistance, including translation or alternative formats where practicable. Complainants who are vulnerable or have special needs will be treated with extra care and sensitivity during the process.

Confidentiality and impartiality. Investigations are conducted impartially and confidentially. Information is shared on a need-to-know basis and with the consent of the complainant where required, except where disclosure is mandated by law. Staff involved in investigations are expected to declare conflicts of interest and recuse themselves where impartiality could be compromised.

Closing the loop. Once a complaint is closed, we will confirm outcomes in writing and outline the measures taken to resolve the matter. Where appropriate, we will review related operational procedures and update training or guidance to reduce the risk of recurrence. This complaints procedure for rubbish company services supports accountability and continuous improvement across our house clearance and waste removal activities.