Complaints Procedure for Stoke Newington House Clearance

Purpose: This complaints procedure sets out how Stoke Newington House Clearance and associated rubbish removal services handle concerns raised by customers, residents or third parties. It explains the process from initial receipt to final resolution, ensuring issues are managed fairly, promptly and transparently. The policy applies to all aspects of our clearance and waste removal operations and to all service requests within our operating area. We aim to resolve complaints efficiently while protecting privacy and maintaining professional standards.

Scope and Principles

The policy covers complaints about: service delivery, missed collections, alleged damage, disposal practices and staff conduct. Our approach is based on accessibility, impartiality and proportionality. Complaints will be recorded and treated confidentially except where disclosure is required by law. We will not tolerate retaliation against anyone who raises a concern in good faith. The service is committed to learning from complaints to improve the house clearance and rubbish removal experience for all customers.

How to Raise a Complaint

Complaints may be submitted in writing or verbally through the channels provided at the time of service (see customer paperwork). When raising a concern, include: date of event, location of service, job reference where available and a clear description of the issue. Please provide any supporting evidence such as photographs or receipts to help with the investigation. We acknowledge receipt of complaints according to the timescales set out below.

Initial acknowledgement and triage: upon receipt the complaint will be logged and assigned a reference number. We aim to acknowledge all complaints within 3 working days and to advise who is handling the case. Complaints are triaged for severity and complexity; urgent matters (e.g. health or safety risks) receive immediate priority. For routine concerns, an initial assessment will determine whether a site visit or further information is required.

Investigation process: our investigation will be proportionate and timely. We will:

• review records related to the job, including crew notes and waste transfer documentation;
• interview staff involved where appropriate;
• request additional evidence from the complainant if needed.

The investigating officer will seek to establish facts and identify remedial action where necessary. All investigations aim to be completed within a reasonable period depending on complexity.

Decisions and remedies: following investigation we may take a variety of actions including apology, rework of service, cleaning, reimbursement, or corrective steps to prevent recurrence. Outcomes will be explained in writing and will include the rationale for any decision and the remedies offered. If a complaint is upheld in whole or part, we will state what corrective action will be taken and the expected timescale for implementation.

Escalation and review: if the complainant is dissatisfied with the outcome, they may request an internal review by a senior manager not previously involved in the case. The request for review should state the reasons for dissatisfaction and any new information. Reviews will be completed within a defined timescale and the reviewer will provide a final internal response. For persistent or complex disputes the matter may be considered by a dedicated complaints panel.

Standards and compliance: Our complaints handling aligns with best practice for rubbish removal and clearance services and is designed to meet statutory and regulatory obligations where relevant. Records of complaints, investigations and actions taken are retained in accordance with our retention policy and legal requirements. We monitor complaint trends to identify systemic issues and train staff accordingly. Confidentiality and data protection principles will be observed throughout the process.

Final notes and continuous improvement: we treat complaints as a valuable source of information to enhance our house clearance service across the area. All staff are trained in courteous, professional handling of concerns and in recognising when escalation is needed. Timelines: acknowledgement within 3 working days, preliminary response within 10 working days and a full response or proposed resolution within 20 working days where possible. If exceptional circumstances prevent these timescales, we will notify the complainant and provide revised target dates.

External review option: if the internal review does not resolve the matter, complainants are entitled to seek independent review by a relevant oversight body or ombudsman where applicable to waste and clearance services. Guidance on appropriate external bodies will be provided in the final response when an internal route has been exhausted. We will cooperate with external investigators as required by law.

Fairness and remedies: decisions aim to be fair and evidence-based. Remedies focus on putting the complainant back into the position they would have been in but for the issue where practical, and on preventing repeat occurrences. Where appropriate, we will document lessons learned and implement corrective action such as changes to procedures, additional staff training or operational adjustments.

Record keeping: a written record of the complaint, investigation steps, evidence, decisions and any remedial action will be maintained. Records support transparency and organisational learning and will be stored securely. This complaints procedure supports accountability and continuous improvement across our clearance and rubbish removal operations.