Complaints Procedure — Flat Clearance Earls Court

This document sets out the official complaints procedure for customers and third parties concerned with flat clearance and associated rubbish removal services. Its purpose is to provide a clear, consistent, and fair route for raising concerns, so issues are resolved promptly and professionally. The procedure applies to all service requests and completed jobs relating to Flat Clearance Earls Court and related removal services across the company service area. It is designed to protect customer rights while enabling the business to investigate and learn from mistakes.

Scope: the policy covers issues arising from collection, transportation, disposal, recycling, and any on-site work carried out as part of a flat clearance, including clearance of communal areas and disposal of bulky waste. It does not cover contractual disputes that fall outside the service delivery or matters that are legally handled through formal litigation. Use of this complaints process will not affect legal rights where statutory protections apply. All complaints will be handled without charge and without discrimination.

How to raise a complaint: complaints should be submitted promptly after the issue is identified. A clear description of the concern, the date and location of the service, job reference where available, and any supporting evidence (photos, receipts, and dates/times) will help speed assessment. Complaints may be made in writing or via the company’s official channels; state whether you seek an apology, a remedial visit, a partial refund, or another specific outcome. Please include factual details only; refrain from abusive language to ensure the matter can be investigated effectively.

Acknowledgement and Initial Response

Upon receipt, complaints will be acknowledged promptly. The company aims to confirm receipt within three working days and outline the next steps. The initial response will indicate the person assigned to the case and the expected timeframe for a substantive update. If additional information is required to progress the investigation, the company will request it without undue delay. A timely acknowledgement does not imply admission of liability; it simply confirms that the complaint has been logged and will be handled.

Investigation process: a structured investigation will be undertaken, proportionate to the nature and seriousness of the complaint. Investigators will review job records, risk assessments, crew notes, and any photographic evidence. Where appropriate, staff involved may be interviewed and site visits may be arranged to verify the facts. The objective is to establish what occurred, why it occurred, and what corrective steps are reasonable and practicable to prevent recurrence.

Timescales and communication: the company will aim to provide a substantive response within 15 working days of acknowledgement. If an investigation requires more time due to complexity or evidence gathering, the complainant will be kept informed of progress and given a revised completion date. Regular updates will be provided until the matter reaches a resolution or is escalated for further review.

Resolution and Remedies

Outcomes may include, but are not limited to:

• an explanation and apology where service shortfalls occurred;
• a remedial visit to correct any outstanding issues;
• a partial refund or credit where service expectations were not met;
• changes to internal procedures to prevent similar incidents.

If a remedy is offered, implementation will be scheduled as practically and safely as possible. Any remedial action will consider site safety, legal waste handling requirements, and minimal disruption to occupants and neighbours. Where financial redress is agreed, this will be processed without undue delay once terms are agreed between parties. The company will retain records of the agreed outcome and any follow-up actions undertaken.

Escalation and independent review: if a complainant is dissatisfied with the outcome or the handling of the complaint, they may request escalation within the organisation. The escalation will be reviewed by a senior manager not previously involved in the case. In cases where internal escalation does not resolve the issue, an independent review by an appropriate external body may be suggested where jurisdiction and eligibility allow. Such reviews are subject to the remit of the reviewing body and applicable laws.

Record keeping and confidentiality: all complaints and related records will be kept securely for a period consistent with business and legal requirements. Records will include original complaint details, investigation notes, communications, findings, and any remedial actions. Personal data will be processed in accordance with applicable data protection requirements. Confidentiality will be maintained throughout the process, with disclosure limited to personnel directly involved in the investigation and resolution.

Continuous improvement: complaints are treated as a valuable source of learning. Aggregate complaint trends will be reviewed periodically to identify recurring issues, training needs, and opportunities to improve operational practices across flat clearance and rubbish removal services. Corrective and preventative actions will be prioritised where patterns of failure are identified.

Final statement: this complaints procedure is intended to be transparent, fair, and accessible for anyone affected by flat clearance activities. By following these steps, the company commits to resolving issues promptly and to improving service quality. If you are raising a concern, please be as clear and factual as possible so that a fair and effective resolution can be achieved.