Complaints Procedure for House Clearance Teddington
Purpose: This complaints procedure explains how our house clearance and rubbish removal operations are handled when a customer raises a concern. It applies to all house clearance Teddington and wider rubbish removal Teddington services delivered by the company, covering domestic and small commercial clearances. The aim is to provide a clear, fair and timely route for resolving issues relating to service quality, scheduling, property care and billing. We are committed to respectful, transparent handling of every complaint and to learning from mistakes to improve future waste clearance and haulage tasks.
Scope and definitions: This procedure covers complaints about waste clearance, house clearance services, labour conduct during removals, alleged damage, missed appointments, and disputes over charges. A complaint is any expression of dissatisfaction received from a client or their representative about the delivery of a house clearance service. For the purpose of clarity, incidents reported as accidents or health-and-safety emergencies are triaged separately but may be recorded under this complaints process for follow-up.
How to lodge a complaint: To enable a swift review, please provide a clear statement of the issue, the date and location of the service, booking or reference number if available, and copies of any relevant photographs, invoices or messages. Useful details often include:
- A concise description of the incident or concern
- Service date and time
- Outcome you seek (e.g. apology, refund, remedial action)
Acknowledgement, Assessment and Timelines
Acknowledgement: We will acknowledge receipt of a formal complaint in writing or by the medium used to submit the complaint, typically within 3 working days. The acknowledgement will include the name of the person handling the complaint and an expected timeline for a substantive response. If additional information is required to investigate, we will request it promptly to avoid avoidable delays.
Initial assessment and investigation: Upon acknowledgement, a designated complaints officer will log the complaint and decide whether an on-site inspection, staff interview, or third-party evidence is required. Investigations are evidence-based; where practical, photographs and statements are gathered to support findings. We will advise customers of any anticipated extension to the review timeline and the reason for the delay.
Possible outcomes and resolution steps: Following investigation, outcomes may include an explanation, an apology, remedial work at no additional charge, partial or full refund, or other corrective measures. Each resolution will be recorded with a clear statement of actions taken and a timeframe for completion. If a complaint identifies a systemic or procedural issue, corrective steps will be scheduled to reduce recurrence across our house clearances in Teddington and adjacent service areas.
Escalation, Record Keeping and External Review
Escalation procedure: If a complainant is not satisfied with the initial response, they may request escalation to a senior manager for a secondary review. The escalation request should reference the original complaint record and state the basis for seeking further review. We will log the escalation and aim to provide a final internal response within a defined period, typically an additional 10 working days, unless exceptional circumstances are documented.
Confidentiality, data retention and documentation: All complaints are treated as confidential, with personal data managed in accordance with applicable data protection rules. Records of complaints, investigations, outcomes and corrective actions are retained for a period consistent with operational, legal and regulatory requirements. Summary information may be used in anonymised form for quality assurance and staff training to improve our rubbish collection and waste clearance processes.
Independent review and regulatory avenues: Where internal escalation does not resolve the concern, complainants may be advised of independent industry dispute resolution bodies or relevant local regulators that deal with consumer complaints about waste and removal services. This step does not replace any statutory rights but provides an independent route for assessment of disputed outcomes. The company will cooperate fully with any formal independent review to ensure transparency and accountability.
Continuous improvement and closing note: We use complaints as a learning tool to strengthen operational standards. Trend analysis of recorded issues, targeted staff training and procedural updates are implemented as required. We are committed to a straightforward, impartial and documented complaints process for house clearance services, rubbish removal and waste clearance operations across our service area. Fairness, timeliness and evidence-led investigation are the cornerstones of our approach, and we aim to restore confidence following any validated shortfall in service delivery.
Accessibility and reasonable adjustments: The complaints system is designed to be accessible; reasonable adjustments can be made on request to support customers with communication needs or disabilities. Complaints are taken seriously regardless of how they are submitted, and staff are trained to treat each case with professionalism and sensitivity. Our procedure seeks to balance the rights of customers and workers while maintaining safety and regulatory compliance in all clearances.
Monitoring and policy review: This complaints procedure is reviewed periodically to reflect legislative changes, feedback from independent reviews, and evolving best practice in the waste management and house clearance sectors. Revisions are documented and applied consistently to ensure that the handling of disputes remains robust and that customers receive equitable treatment when raising concerns about any aspect of our house clearance services.