Kingston Upon Thames House Clearance Complaints Procedure

This page sets out the formal complaints procedure for clients and members of the public who wish to raise concerns about the service provided by Kingston Upon Thames house clearance and local rubbish removal teams. Its purpose is to ensure that every complaint is taken seriously, recorded accurately and resolved promptly. The procedure applies to all aspects of our clearance work including collection, removal, disposal and site clean-up, while respecting the need to keep details concise and legally suitable for a policy document.

Scope and applicability

This complaints policy covers complaints about the conduct, performance and outcomes of house clearance work delivered within our service area. It applies to domestic and commercial clearances, hazardous waste handling where relevant, and any interactions between staff and clients during the provision of clearance, rubbish removal or related waste management services. The document is intended to be clear, impartial and accessible to anyone wishing to raise a concern.

Who can make a complaint

Complaints may be submitted by:

• the customer who contracted the house clearance service;
• a property owner or authorised representative;
• a neighbour or third party directly affected by the service delivered.

Complaints should relate to occurrences within the service delivery timeframe and be made by someone with legitimate interest in the issue. We will accept complaints raised on behalf of another person where that person has provided written consent or the complainant can demonstrate appropriate authority.

How to submit a complaint

To make a complaint, please provide a clear description of the issue, including date and location of the clearance, names of staff involved if known, and any relevant evidence such as photographs or invoices. We encourage complainants to state the outcome they seek, whether it is remedial action, an apology, or another form of resolution. Complaints can be made in writing or verbally; the procedure ensures every complaint is logged and acknowledged irrespective of format.

Acknowledgement and initial assessment

On receipt of a complaint, we will: acknowledge it promptly, carry out an initial assessment to categorise severity, and identify the appropriate investigating manager. The acknowledgement will confirm the reference number and outline the next steps. For more serious allegations involving safety, illegal activity or environmental breach, an expedited review will be initiated to mitigate further risk.

Investigation process

Investigations will be proportional to the nature and complexity of the complaint. The investigating officer will gather statements, review records, inspect the site if required and consult relevant staff. Investigations are conducted impartially and with due regard for confidentiality. We aim to complete standard investigations within a set timeframe, recording findings and recommended actions clearly in our internal complaint file.

Resolution and remedies

If a complaint is upheld, we will propose appropriate remedies which may include: a rectification visit, a refund or price adjustment where service failings are proven, retraining of staff, or revised operational procedures to prevent recurrence. Remedies will be proportionate to the impact of the complaint. Where we cannot uphold a complaint, we will explain the reasons and provide evidence of our findings. All resolutions will be documented and communicated to the complainant.

Escalation and independent review

If the complainant is dissatisfied with the outcome they may request an internal escalation. The escalation will be reviewed by a senior manager not previously involved in the case. Should the matter remain unresolved, the complainant will be advised of the option to seek independent review where available within regulated waste or consumer dispute schemes. We will provide a full record of the investigation to support any external review request while respecting privacy obligations.

Record keeping, confidentiality and data protection

All complaints and associated records are maintained in accordance with our data retention policy and applicable data protection principles. We handle all personal information confidentially and only share details with third parties where necessary for investigation or required by law. Records of complaints are used to improve services, inform training and refine operational standards across our house clearance and rubbish management teams.

Monitoring, learning and continuous improvement

We monitor complaint trends and outcomes to identify systemic issues and opportunities for improvement. Regular reviews of complaint data support ongoing staff development, enhanced safety practices and better client communication. Our commitment is to treat complaints as a constructive source of learning and to adapt procedures to enhance the quality and reliability of house clearance and waste removal services.

Timescales and expectations

While we aim to resolve complaints promptly, complex cases may require longer investigation periods. We will keep complainants informed of progress and expected timescales. Typical acknowledgement occurs within a few working days and most straightforward complaints are resolved within a set number of working weeks; more intricate cases, particularly those involving third-party waste authorities, may take longer.

Final provisions

This complaints procedure is a formal policy for the management of service concerns relating to Kingston Upon Thames house clearance and affiliated rubbish removal services. It is designed to be fair, transparent and effective. We encourage open communication and promise to deal with complaints professionally, with respect for all parties and a focus on timely, practical outcomes.