Complaints Procedure for Chiswick House Clearance and Rubbish Removal Services

This document sets out the Complaints Procedure for Chiswick House Clearance and associated rubbish removal services. It explains who may raise a concern, how complaints are handled, the typical timeframes for response, and the possible outcomes. The aim is to ensure that any issue relating to house clearance, waste collection or clearance service delivery is dealt with in a fair, transparent and timely manner. We value clear processes that protect both customers and the integrity of our service operations.

Scope and Eligibility

This complaints procedure applies to all elements of the house clearance and rubbish collection service, including pre-arranged clearances, ad hoc rubbish removal, and associated site works. It covers concerns about service delivery, damage or loss during clearance, behaviour of operatives, or failure to meet agreed schedules. Anyone who has received, or should have received, a clearance service may use this procedure. This is a legal-style policy overview and does not include operational contacts or promotional material.

How to make a complaint: to help us investigate efficiently, please provide a clear account of the issue. Include the following information where available:

• Date and location of the clearance appointment;
• Reference numbers such as booking or job IDs if known;
• A brief description of the problem and desired outcome;
• Any supporting evidence such as photos, inventories or witness statements.

Complaints may be raised by the customer, an authorised representative, or a third party acting with consent.

On receipt of a complaint, the initial step is an acknowledgement. Acknowledgement confirms the complaint has been registered and informs the complainant of the next steps. Typical acknowledgements will outline the assigned case handler, an estimated timeframe for a substantive response, and the process for gathering relevant information. We aim to acknowledge all complaints promptly and provide a clear point of contact for progress updates.

Investigation process: complaints are investigated thoroughly and impartially. Investigation may involve reviewing booking records, speaking with operatives who attended the site, examining photographs or other evidence, and visiting the location if necessary. The investigation will seek to establish facts and evaluate them against our service terms and operational standards. All information gathered will be recorded and considered before a decision is reached.

Possible outcomes of an investigation include acceptance of the complaint with remedial action, a determination that service was provided appropriately, or a proposal for a negotiated resolution. Remedial actions might include re-clearing affected areas, arranging a repeat visit, offering a partial or full charge adjustment, or other reasonable remedies. Outcomes are directed toward fair resolution rather than punitive measures.

Timescales and escalation: where a complaint cannot be resolved quickly, a formal response will be issued within a reasonable period consistent with the nature of the issue. If a resolution is delayed the complainant will receive updates explaining the cause of the delay and an amended target date. If the complainant remains dissatisfied with the outcome, they may request an internal review. This second-stage review is conducted by a senior manager who was not involved in the original decision.

Confidentiality and data protection: during investigation we handle personal and case information sensitively and in accordance with applicable data protection principles. Records created as part of the complaints process will be retained for legitimate operational and legal purposes and will not be disclosed except where required by law or with appropriate consent. Confidentiality helps protect both customers and staff and encourages candid investigation.

Record-keeping and learning: every complaint is logged and analysed to identify recurring issues and improve service delivery. Complaints inform training, operational adjustments and quality assurance activity across our rubbish clearance and removal operations. This systemic approach ensures that lessons learned lead to practical changes in how house clearances are planned and executed. Continuous improvement is central to preventing repeat issues and enhancing customer experience.

Appeals, Unresolved Matters and External Options

If, after internal escalation and review, a dispute remains unresolved, the complainant may wish to pursue other available channels such as industry ombudsman schemes or small claims procedures where applicable. This policy does not restrict access to statutory or regulatory remedies. We encourage use of the internal complaints route first to enable timely, practical solutions, but recognise external processes for unresolved disputes.

Implementation and review: this complaints procedure is periodically reviewed to ensure it remains effective, proportionate and consistent with operational needs. Reviews include assessing the speed of response, the fairness of outcomes, and the extent to which corrective actions have reduced repeat incidents. The policy language aims to be clear and legally appropriate without overexposure of local operational details.

Summary statement: this Complaints Procedure for Chiswick clearance and rubbish removal services provides a structured, transparent framework for raising concerns, investigating incidents and achieving fair resolutions. It balances the rights of customers and the obligations of service providers, emphasises impartial investigation, and commits to using complaints as a tool for improvement. Clear process, timely action and accountable records underpin this approach.