Complaints Procedure for Battersea House Clearance

This document sets out the formal complaints procedure for clients of Battersea house clearance services and associated rubbish removal operations. It explains how concerns are recorded, investigated and resolved where a house clearance customer considers the standard of service from a clearance company or rubbish collection contractor has fallen short of expectations. The policy applies to domestic and commercial clearances, including collections, removals and lawful disposal of waste.

The purpose of this complaints policy is to ensure transparency and fairness. Who can raise a complaint: any client, authorised representative or third party directly affected by the clearance work. Complaints should be made promptly after the event; ideally within 28 days of the incident, so that evidence and witness recollections remain accurate. Complaints may relate to damage, missed collections, unsafe practices, or failure to comply with agreed clearance instructions.

To lodge a complaint formally, submit a clear written statement setting out the date, location, nature of the complaint and any supporting evidence such as photographs or receipts. Please include the service reference or booking number where available. Written complaints allow a structured investigation, and the company will treat all submissions with respect and impartiality.

On receipt of a complaint the clearance provider will issue an acknowledgement within three working days. That acknowledgement will confirm the complaint has been logged and will provide an internal reference number. The acknowledgement will also indicate the name of the person responsible for handling the matter and the expected timescale for a full response.

Investigation: the complaint handler will assess the facts, consult with operatives and review any photographic or documentary evidence. The investigation will seek to establish what happened and whether the house clearance contractor or rubbish removal crew complied with contractual and statutory obligations. Investigations are conducted confidentially, and personal data is processed only for the purpose of resolving the complaint and in accordance with applicable data protection requirements.

Possible outcomes are documented and may include one or more remedies: an apology, a partial or full refund, an offer to re-perform work, a service credit, or a commitment to systemic remedial action. Decisions will be communicated in writing and will explain the reasons for the outcome and any remedial steps the company will take.

Resolution Steps and Timescales

Where a complaint requires additional enquiries, the complainant will be kept informed of progress at regular intervals. Typical timescales are:

• Acknowledgement: within 3 working days.
• Initial investigation: within 14 calendar days.
• Final response: within 28 calendar days where practicable.

Escalation and Independent Review

If a complainant is dissatisfied with the internal outcome, the matter may be escalated to a senior manager for further review. In cases where internal escalation does not produce a satisfactory resolution, parties are advised of their right to pursue independent dispute resolution, such as mediation or arbitration, where available. This procedure does not limit any statutory rights to pursue a claim through the courts or to report breaches to the relevant regulatory authority.

Record keeping: all complaints and associated correspondence are retained for a minimum retention period appropriate to statutory and contractual obligations. Records include the original complaint, investigation notes, evidence considered, outcomes and any corrective actions. These records enable trend analysis and service improvement while ensuring accountability.

What we cannot accept: frivolous or malicious complaints, matters already subject to legal proceedings, or complaints made anonymously where proper investigation is not possible. Where complaints are found to be vexatious, the company reserves the right to close the file and notify the complainant of that decision.

Confidentiality and impartiality: the process respects the confidentiality of all parties. Staff involved in the complaint handling process are required to act impartially and to declare any potential conflicts of interest. If a conflict is identified, an alternative investigator will be assigned to maintain procedural fairness.

Continuous improvement: the complaints procedure is reviewed periodically to reflect operational changes, legal requirements and lessons learned. Aggregate data from complaints about the Battersea clearance service, rubbish removal routines and contractor performance informs training, supplier management and operational controls to reduce recurrence and raise service standards.

This complaints procedure provides a clear, accessible route to resolution for anyone affected by house clearance and rubbish removal activities. It aims to be proportionate, timely and fair while preserving legal rights and meeting regulatory expectations. The company remains committed to resolving disputes constructively and using complaint outcomes as a catalyst for improved service delivery.