Complaints Procedure for Edmonton House Clearance

This Complaints Procedure sets out how Edmonton House Clearance and associated rubbish removal teams handle concerns raised by customers about house clearance and waste disposal work. The purpose of this policy is to ensure every issue is dealt with promptly, fairly and transparently. We welcome clear reports of problems so that our clearance services can learn and improve. This document applies to all stages of a house clearance job including pre-clearance assessments, on-site removal activities and post-clearance tidy-up and disposal arrangements. It is designed to be accessible and practical for domestic and commercial clients who use house clearance in Edmonton and nearby service areas.

Our commitments are simple: we will acknowledge complaints quickly, investigate impartially, and respond within agreed timescales. All complaints are treated with confidentiality and respect; please note that our procedure avoids unnecessary escalation and aims for resolution without delay. We record each complaint in a secure register, allocate a responsible officer, and ensure the complainant receives clear information about what will happen next. Where appropriate, we will use mediation or independent review to reach a satisfactory outcome.

When making a complaint about a rubbish removal or house clearance job, please provide the following details so we can act effectively:

• Reference number or job date (if known).
• Brief description of the issue, including location and crew details where relevant.
• Any safety or environmental concerns you believe need urgent attention.
• Desired outcome (for example inspection, rework, refund or apology).

We accept complaints raised verbally or in writing and will note the preferred method of communication for ongoing updates. While we cannot include direct contact details in this policy, please use the usual communication method you used to engage our house clearance service.

On receipt of a complaint we will acknowledge it promptly and allocate a case handler. The handler will be someone with no direct involvement in the task being complained about to ensure impartiality. Initial acknowledgement sets out the expected timescale for an investigation and the likely outcome options. Our initial review typically involves checking job records, crew notes and any photographic or CCTV evidence taken during clearance operations. We will also check waste transfer documentation to confirm responsible disposal actions and compliance with environmental standards.

The investigation stage includes interviews with staff and a site inspection where necessary. We aim to complete a full investigation within a set number of working days from acknowledgement; if more time is required we will inform the complainant and provide interim updates. Where operational errors are found, such as missed items, damage, or improper disposal, we document corrective measures and implement them as swiftly as possible. If the complaint relates to health and safety risks or environmental breaches, we prioritise containment and remediation.

Possible outcomes of an investigation include: a formal apology, remedial action such as a return visit or re-clearance, a partial or full refund when performance falls short, or confirmation that work met contractual and regulatory requirements. If we conclude no fault is found, we explain the basis for that decision and provide evidence used in our review. All outcomes are recorded in our complaints log and used for continuous improvement of our house clearance operations.

Where a complainant remains dissatisfied with the outcome, our escalation process allows the case to be reviewed by a senior manager who was not involved in the original decision. This internal appeal is designed to be swift and impartial. If a satisfactory resolution is still not reached, we will outline the options for independent specialist review where appropriate. We emphasise that our aim is resolution rather than confrontation, and we encourage open communication to restore confidence in our clearance services.

We keep comprehensive records to identify trends and recurring issues in our rubbish clearance work. Regular audits of complaints inform staff training, operational changes and policy updates so that the same problems do not recur. Staff receive training on customer care and handling disputes, and we use anonymised complaint data to improve scheduling, crew briefings and environmental compliance in all service areas.

In closing, complainants can expect a transparent, documented process that seeks prompt resolution while protecting privacy and safety. Our house clearance teams are committed to learning from every complaint to enhance the quality of service across our operations. We treat each concern as an opportunity to improve, and we will always strive to resolve issues fairly for customers using our house clearance and rubbish removal services.