Complaints Procedure for Covent Garden House Clearance

Purpose: This complaints policy sets out how Covent Garden House Clearance and affiliated clearance teams handle concerns about rubbish removal services, waste collection and site clearing. It explains the steps a customer can expect, the timescales we follow, and how disputes are escalated. The aim is to resolve matters fairly and promptly while protecting customer rights and ensuring compliance with standard waste management practices.

Scope: This procedure covers complaints relating to our house clearance, house clearances, clearance company operations and general rubbish company service area activities including collection, disposal, recycling and any interactions during a clearance visit. It applies whether you report an issue in writing or verbally, and applies to domestic and small business clearances managed by our clearance teams.

How to Raise a Concern

Initial step: If you are dissatisfied with any element of the clearance or rubbish removal service, notify the team who attended the property at the time of the service. Where that is not possible, lodge a complaint in writing or through the designated reporting channel. When making a complaint, please provide clear information about the date and time of the service, a description of the issue, and any supporting evidence such as photographs or a list of affected items.

What We Will Do Next

On receipt of a complaint the matter will be logged and acknowledged. An acknowledgement will: confirm receipt, state the name of the person handling the complaint, and outline the expected timescale for a substantive response. We aim to provide an initial substantive reply within 10 working days of acknowledgment where possible.

Investigation process: Our investigation will be proportionate to the complaint. Typical steps include: contacting staff involved, reviewing job records, checking collection and disposal documentation, and examining any photographs or evidence supplied. If further information is needed, we will request it and set a reasonable timeframe for receiving that information from the complainant.

Resolution: After investigation, we will either uphold the complaint, partially uphold it, or reject it, providing clear reasons for the decision. Outcomes may include an apology, remedial action such as return visits for additional clearance, adjustments to charges where appropriate, or clearer guidance on what was agreed at booking. All outcomes will be recorded.

Appeals and Escalation: If you are not satisfied with the outcome of the investigation, you can request an internal review. An internal review will be conducted by a senior manager or complaints officer who was not involved in the original decision. The review will consider any new evidence and provide a final internal decision within 20 working days of the appeal being lodged.

Independent review: For unresolved disputes, there may be the option to seek independent adjudication through an agreed third-party dispute resolution service relevant to waste management and consumer issues. This is reserved for cases where internal review does not produce a satisfactory resolution. Costs and availability of independent review depend on the chosen service and are governed by their own terms.

Record keeping and confidentiality: All complaints are recorded and retained in accordance with our data retention policies. Records will include the nature of the complaint, steps taken to investigate, evidence considered, and final outcome. Personal data and sensitive information provided during a complaint are treated as confidential and handled in accordance with applicable data protection principles.

Time limits: To ensure fair investigation, complaints should be raised as soon as reasonably practicable after the service in question. While older complaints may still be considered, the availability of records and staff recollection may affect our ability to investigate effectively. We aim to be reasonable and proportionate in assessing any time-related limitations.

Responsibilities: Staff are expected to cooperate with investigations and to act professionally when dealing with complaints. Managers are responsible for ensuring that corrective actions are implemented and that lessons learned are shared across teams to prevent recurrence. The organisation maintains a commitment to continuous improvement of rubbish removal and clearance operations.

Monitoring and reporting: Complaints, trends and remedial actions are regularly reviewed to improve service standards. A summary of complaint themes is maintained for internal audit and training purposes. This helps drive policy updates and staff development across the clearance company and related waste removal services.

Remedies and goodwill gestures: Where a complaint is upheld and loss or inconvenience is established, appropriate remedies will be proposed. Remedies may include service re-performance, proportionate refunds, or other practical steps to address the issue. Any goodwill gestures are discretionary and considered on a case-by-case basis.

Unreasonable behaviour: We will treat all complaints seriously, but we also reserve the right to manage vexatious or abusive behaviour. If a complainant’s actions place unreasonable demands on staff time or safety, proportionate measures will be taken to protect employees and ensure resources are used to serve the wider customer base.

Final note: This complaints procedure is intended to be fair, transparent and effective for matters arising from house clearance, rubbish removal and waste disposal services. It is not a substitute for legal advice where legal rights or liabilities are contested; instead, it provides a clear, accessible route to resolving service-related disputes promptly and professionally.