Complaints Procedure for House Clearance Chislehurst

Introduction: This complaints procedure sets out how customers and stakeholders can raise concerns about house clearance Chislehurst and related waste removal work. It applies to all aspects of property clearance, rubbish collection and waste disposal carried out by our clearance teams. Our aim is to handle every concern promptly, fairly and transparently, with respect for health, safety and environmental responsibilities.

Scope and purpose: The procedure covers service quality, scheduling, damage or loss, safety breaches and perceived environmental non-compliance during any Chislehurst house clearance or local rubbish removal operation. It is not a substitute for legal processes but aims to resolve issues quickly at an operational level. Complaints may be raised by property owners, tenants, estate managers and other authorised representatives.

How to raise a complaint: Complaints should be submitted in writing or via an electronic message so there is a clear record. When describing the issue, please include the date of the service, the location (general area), the team or vehicle identifier if known, and a concise summary of the concern. If possible, attach photographs that illustrate the problem. We welcome raised concerns during or after a house clearance in Chislehurst and in the wider rubbish clearance service area.

Acknowledgement and initial response

On receipt of a complaint we will send an acknowledgement within a defined period. This initial response will confirm the complaint has been received and outline the next steps. An investigatory officer will be assigned to review the case and talk with the team responsible for the house clearance or waste collection so the matter can be assessed quickly and efficiently.

Assessment stages include gathering facts, reviewing job records and photographic evidence, and speaking with any staff who attended the site. Where necessary, a site re-visit will be arranged. Throughout the process we will keep records of communications and progress so outcomes are traceable. We aim to be thorough while resolving issues without undue delay.

Investigation and resolution options

Following investigation, possible remedial actions may include rework of the clearance, safe recovery of items where feasible, partial or full reimbursement of fees, or an agreed compensation where loss has occurred. If a procedural failing is identified, we will correct it and apply improvements. Remedies will be proportionate to the issue and consistent with our service contracts and regulatory obligations.

Escalation: If the complainant is not satisfied with the initial outcome, the complaint can be escalated internally for further review by a senior manager. The escalation will involve an independent review of the investigation findings and the proposed remedy. Decisions at this stage are taken to ensure fairness and to maintain confidence in the local clearance and rubbish haulage service standards.

Typical outcomes may include one or more of the following actions:

• Re-performance of the affected clearance task
• Financial adjustment proportional to the impact
• Formal apology where appropriate
• Changes to operational procedures to prevent recurrence

We will communicate the final decision in writing and explain the reasons. If the complainant remains unhappy, the letter will state any remaining internal review options available within the organisation and set expectation for timelines.

Timescales and record-keeping: Our objective is to resolve straightforward matters within a defined period and more complex investigations within a reasonable timeframe. All complaints and resolutions are logged centrally and retained in accordance with our record retention policy. These records inform quality assurance, staff training and continuous improvement across our house clearance and rubbish removal operations.

Continuous improvement and training: Where complaints reveal training needs, we will update procedures and deliver additional instruction for teams engaged in household and commercial clearance work. Regular audits and performance reviews ensure lessons learned from complaints are embedded, reducing recurrence and improving customer and community confidence in waste clearance services.

Final notes: We take safety, environmental duty and customer care seriously in every Chislehurst clearance assignment and across our broader waste removal region. Transparency, fairness and timely action are the principles that guide this complaints procedure. Please be assured that all concerns are treated confidentially and handled without prejudice to parties involved, with an emphasis on resolving issues constructively and preventing future problems.