Complaints Procedure — Havering House Clearance

Introduction: This document sets out the formal complaints procedure for Havering House Clearance and affiliated clearance services. It explains how concerns about waste removal, rubbish collection, property clearance and related service delivery are handled. Our aim is to provide a clear, fair and timely process for customers who believe their experience with our house clearance, junk removal or waste clearance teams fell short of reasonable expectations. Please read this policy as an internal legal and operational reference rather than a consumer guide.

We recognise that not every assignment goes perfectly. When an issue is raised, our complaints team will treat the matter with impartiality, confidentiality and an emphasis on remediation. Complaints may relate to missed collections, damage during clearance, disposal practices, or behaviour of personnel. Each case is logged, investigated and resolved according to principles of proportionality and accountability across our clearance services and refuse removal operations.

Scope: This complaints procedure applies to all house clearance and waste removal engagements performed by the company, including domestic clearances, commercial junk removal, recycling handling and bulky item collection. It does not extend to third-party actions beyond our control or regulatory complaints that must be lodged with external authorities. Our approach seeks to address performance and service-level disputes within the organisation before other routes are considered.

To begin a formal complaint, customers are asked to provide a clear account of the issue, including the date and location of service, the nature of the problem and desired resolution. We accept written complaints and those submitted through our established customer channels. Every complaint is acknowledged promptly and entered into our complaints register for tracking and follow-up. Honesty and specificity help speed up investigations.

On receiving a complaint, a designated complaints handler will be assigned and the matter will be investigated. The initial acknowledgement will confirm the expected timescale for an update. Typical internal review periods range from 5 to 20 working days depending on complexity. In cases that require physical inspection of the cleared site or assessment of waste handling, additional time may be required to gather evidence.

Initial assessment: The complaints handler will carry out a preliminary assessment to determine whether the complaint concerns operational performance, potential damage, environmental compliance or conduct by team members. If immediate corrective action is appropriate, such steps will be taken while a fuller review proceeds. Outcomes from this stage are recorded and used to determine whether further investigation or escalation is necessary.

Investigations are conducted fairly and may involve interviews with staff, review of job sheets, photographic evidence and third-party reports where relevant. Where disposal or recycling practices are questioned, documentation of transfer notes and disposal records will be examined. Our goal is to reach a resolution that is reasonable, proportionate and preserves the integrity of our waste management responsibilities.

Possible outcomes include an apology, corrective rework, remedial service, or, where appropriate, a financial adjustment. Any decision will be clearly explained in writing and will outline the basis for the outcome. We aim to be transparent about findings and to provide a practical remedy where the complaint is upheld.

Timescales and escalation: If a complainant is not satisfied with the initial resolution, the complaint can be escalated internally to a senior review panel. Escalation aims to provide an independent reassessment of the issue within the organisation and normally concludes within 15 to 30 working days. In complex cases involving third-party contractors or regulatory matters, resolution timeframes may be extended; complainants will be kept informed of any revised estimates.

Record keeping and confidentiality: All complaint records are retained in our complaints register and are used to track trends, improve processes and support staff training in clearance, rubbish removal and waste management. Records are handled in accordance with data protection obligations; sensitive personal information is treated with confidentiality and only disclosed on a need-to-know basis for the purpose of investigation and resolution.

Learning and continuous improvement: Every upheld complaint triggers a review to identify root causes and remedial actions. Those actions may include changes to operational procedures, additional staff training, adjustments to waste handling protocols or updates to scheduling practices. Our commitment is to reduce recurrence and raise standards across our house clearance and rubbish removal services.

Independent review: Where internal escalation does not achieve a mutually acceptable outcome, complainants may be advised of external avenues for review relevant to waste management and consumer protection. Such options are separate from our internal process and are used when matters relate to statutory or regulatory compliance. This policy does not substitute for statutory rights available through regulatory bodies.

• Clear logging: All complaints are logged and assigned a reference number for tracking.
• Objective investigation: Evidence is gathered and considered without bias.
• Proportionate remedy: Remedies reflect the nature and impact of the complaint.