Complaints Procedure — Rotherhithe House Clearance

Purpose and scope. This Complaints Procedure explains how Rotherhithe House Clearance and associated rubbish removal services handle concerns, how complaints are assessed, and what outcomes complainants can expect. It applies to all aspects of our house clearance Rotherhithe operations where a customer, resident, or third party believes the service delivered did not meet the agreed standard or contracted terms. The procedure focuses on prompt, fair resolution and on learning from each case to improve clearance and waste management practice.

We recognise that complaints may relate to conduct, timing, pricing, damage, environmental compliance or disposal practices. Complaints falling outside our jurisdiction, such as matters under criminal investigation or disputes already before a court, will be acknowledged but may be redirected to the appropriate authority. Our aim is to resolve issues where we can, and to document the outcome for transparency and continuous improvement.

How to submit a complaint

Complaints should be made in writing, clearly stating the nature of the concern, relevant dates, locations and any evidence such as images or invoices. When possible, identify the crew, vehicle number or booking reference for faster handling. All submissions will be recorded in our complaints register. We will confirm receipt within our stated acknowledgment period and advise the complainant of the next steps.

Acknowledgement and initial review

On receipt, every complaint is logged and assigned a unique reference. An initial assessment determines whether the complaint is straightforward or requires a detailed investigation. We aim to acknowledge complaints within three (3) working days and to complete initial review actions within a reasonable period. For complex matters that may involve multiple stakeholders or third-party contractors, we will provide an estimated timeline for resolution.

Our investigators will gather relevant records, including job sheets, crew notes, disposal paperwork and any photographic evidence. Where necessary, we will interview staff and contractors to establish facts. The complainant will be kept informed of progress at key stages: acknowledgement, interim updates and final decision. We value clarity and will explain any technical or regulatory points in plain language.

We treat all complaints with confidentiality. Records are kept securely and used only for the purposes of investigation, statutory reporting, or to inform operational improvements. Personal data is processed in accordance with applicable data protection principles and retained only as long as necessary to meet legal and business requirements.

Resolution options When a complaint is upheld, possible remedies include a formal apology, corrective action on-site, a partial refund, a credit note for future services, or remedial works where appropriate. For disputes over charges, we will provide a clear breakdown of the costs and the basis for any charges applied during the clearance or rubbish collection. Remedies will reflect the severity and impact of the issue and seek to be fair and proportional.

Outcomes that involve safety, environmental compliance or criminal matters will be escalated to the relevant regulators where required by law. If the complaint indicates a systemic issue, we will undertake wider remedial measures such as staff retraining, process revision or supplier audits to prevent recurrence. Our objective is practical resolution rather than adversarial outcomes.

To ensure accessibility and fairness, we maintain an internal appeals process. If a complainant is dissatisfied with the initial outcome, they may request a review by a more senior manager not previously involved in the case. The review will focus on whether correct procedures were followed and whether the remedy offered was appropriate. Appeals are logged and handled within a defined timeframe.

Timescales and expectations

We endeavour to resolve most complaints within 20 working days of acknowledgment. Complex investigations that require third-party input may take longer; in such cases we will notify the complainant, provide reasons for the delay and set an expected date for completion. Responses will be provided in writing and will include the investigation findings, the decision and any corrective actions taken.

Record keeping and learning. All complaints and outcomes are recorded centrally. Periodic reviews of complaint trends are used to identify training needs, process improvements and procurement changes. Our commitment to continuous improvement means that each validated complaint contributes to safer, more reliable house clearances and improved rubbish collection services across our service area.

Policy governance The complaints procedure is owned by senior management and is subject to regular review to ensure it remains effective and compliant with applicable standards. For transparency, changes to the procedure, timescales or escalation routes are documented and retained. This policy document does not provide legal advice; it sets out the steps we take to resolve complaints and to uphold standards of service delivery within the Rotherhithe clearance services sector.