Complaints Procedure for Shepherds Bush House Clearance
Purpose: This Complaints Procedure explains how Shepherds Bush house clearance and associated rubbish removal services deal with concerns raised by clients and third parties. It sets out the principles we follow, the steps you can expect when you raise an issue, and the timescales for response. The procedure applies to all aspects of our waste clearance and house clearance services, including rubbish removal in Shepherds Bush, bulky waste collections and property clearance work carried out on behalf of householders and landlords.
We aim to resolve issues promptly and fairly. Complaints will be handled impartially and confidentially, and records will be maintained for monitoring and improvement. Where operational mistakes occur, our priority is to correct the problem, reduce inconvenience and prevent recurrence. This policy is framed to be proportionate and accessible to clients while remaining suitable for formal legal or administrative scrutiny if required.
Scope: The procedure covers complaints about service delivery, personnel conduct, missed collections, damage during clearance, pricing disputes and environmental compliance concerns in relation to our waste clearance activities. It does not cover general enquiries or service requests that can be resolved through normal customer service channels, although the route to formal complaint is always open if initial resolution is unsatisfactory.
How to raise a complaint
Complaints should be raised in writing where possible so there is a clear record of the issue and the desired outcome. When submitting a complaint, please provide clear details of the job reference, the date of the incident and a concise description of the concern. Our team will acknowledge receipt and provide a reference number for tracking. The complaint will be logged in our central complaints register to ensure transparency and timely follow-up.
Initial assessment: On receipt, complaints are reviewed by a designated complaints handler. The handler will determine whether the matter can be resolved quickly at first contact or whether a full investigation is required. Quick resolution aims to solve straightforward issues within five working days. Where the matter is more complex, an investigation will be started and you will be informed of the anticipated timescale for a detailed response.
Our investigation process includes a review of job records, photographic evidence, staff statements and any third-party reports. We will consider reasonable mitigation and will be transparent about findings. Where we identify service failures, we will outline remedial measures which may include rework, compensation where appropriate, or changes to operational procedures to prevent recurrence.
- Step 1: Acknowledge complaint and log the matter.
- Step 2: Conduct an initial assessment and decide on quick resolution or full investigation.
- Step 3: Carry out investigation, propose remedy, and record outcome.
Timescales, escalation and external review
We aim to provide an initial acknowledgement within two working days. For complaints requiring full investigation we will provide a substantive response within 10 to 20 working days depending on the complexity of the matter. If more time is required, we will notify you with an explanation and an updated timescale. This approach helps maintain clear expectations and ensures proper consideration of evidence.
Escalation: If the outcome of the investigation is not acceptable, the complaint may be escalated internally to senior management for review. The escalation stage will involve a secondary review of the original investigation and any new information. Our senior reviewer will communicate the final position and any further actions that will be taken to resolve or close the matter. Escalation helps ensure consistency and fairness in decisions across our house clearance and rubbish removal services.
Independent review: Where disputes remain unresolved after our internal process, complainants may be advised of independent dispute resolution options that are appropriate for the nature of the claim. This may include alternative dispute resolution services or, in certain cases, statutory or regulatory bodies that oversee waste management and consumer protection. Our commitment is to cooperate fully with independent reviewers and to implement recommended remedies where reasonable and proportionate.
Record keeping and improvement: All complaints and their outcomes are recorded and reviewed periodically to identify trends and training needs. Records are kept securely in line with data protection standards and are used to drive continuous improvement across the house clearance and waste removal services. Regular audit of complaints handling ensures our approach remains robust and professional.
Confidentiality: We will treat complaints confidentially and limit disclosure to staff involved in investigation and resolution. Personal information will only be used for the purposes of addressing the complaint and for statistical reporting. We take privacy seriously and handle data in accordance with applicable data protection principles.
Policy review: This complaints procedure is reviewed periodically to ensure it remains effective, accessible and aligned with regulatory expectations for rubbish removal and property clearance operations. Any substantive changes to the procedure will be documented and published in current policy materials.