Complaints Procedure for Uxbridge House Clearance

Purpose and scope: This document sets out the formal complaints procedure for Uxbridge House Clearance and related waste removal services. It explains how customers can raise concerns about house clearance in Uxbridge, rubbish removal, bulky waste collection or any aspect of our property clearance operations. The aim is to resolve issues quickly, fairly and transparently while improving our rubbish collection and waste clearance delivery. This procedure applies to all service enquiries and concerns about standards, conduct or outcomes of a clearance job.

The procedure is designed to be accessible and proportionate. If you believe that a clearance team caused damage, left waste behind, overcharged, or otherwise failed to meet agreed standards, you may submit a complaint. We treat every complaint seriously and investigate impartially. Complaints about subcontractors, vehicle issues or environmental disposal methods will be handled alongside operational concerns about scheduling and customer communication.

Principles: Our approach is guided by courtesy, timeliness and transparency. We will acknowledge receipt of a complaint promptly, keep records of progress, and provide clear outcomes. The process is not punitive but restorative: our goal is to put right what went wrong and learn from mistakes so our rubbish clearance and waste disposal services improve over time.

Stage one: raise the issue with the person you dealt with first. Most concerns are resolved quickly at this level. Describe the problem clearly, include any reference numbers, dates and a concise account of what happened. If you have photographs or evidence about the condition of the property before and after the job, or proof of items removed, include these with your description to help speed the investigation.

Stage two: if the initial response is unsatisfactory, ask for the matter to be escalated to our complaints handler. At escalation, a formal review will be opened and an officer will be assigned to investigate. The investigator will examine records, speak with staff or contractors involved, and review any available evidence related to the house clearance assignment or waste removal task.

Stage three: investigation and timeframe. We aim to acknowledge complaints within 3 working days and provide a substantive response within 15 working days. If a full investigation requires more time, we will provide interim updates and an expected completion date. Responses will describe findings, decisions and any remedial action offered, such as a partial refund, repeat visit, or operational change where appropriate.

Our investigation process will consider relevant factors: job notes, crew reports, disposal receipts, and photographic evidence. We will assess whether standard operating procedures were followed during the removal of household items, bulky waste, or hazardous materials. Where negligence or clear contractual failures are found, we will propose remedial steps. If no breach is identified, we will explain the reasons for that conclusion and outline any improvements we will implement to prevent recurrence.

Possible outcomes include: an apology and explanation; practical remedy such as a return visit to clear missed items; financial adjustments where charges were incorrect; or confirmation that no further action is warranted. Records of the complaint, investigation notes and the outcome will be retained to inform service quality reviews and staff training. This record-keeping supports continuous improvement of our clearance and rubbish removal operations.

Appeals and independent review: if you remain dissatisfied after the internal process, you may request a secondary review. Where appropriate, and without naming specific external organisations, we can refer the matter to an independent reviewer or arbitration service. This step is intended for persistent or complex disputes; it will be used sparingly and only when internal resolution has not been achieved.