Complaints Procedure for House Clearance Coney Hall
This Complaints Procedure explains how customers can raise concerns about house clearance services in the Coney Hall service area and how those concerns are handled. It applies to all house clearance, rubbish removal and waste clearance engagements carried out by the company. The aim is to ensure fair, consistent and timely resolution of issues while protecting the rights of both the customer and the operating team. This policy does not replace statutory rights but sets out the practical steps we follow for routine complaints about house clearance in Coney Hall and neighbouring service zones.
Principles of handling complaints: complaints are treated with respect, confidentiality and without prejudice. Our approach is proportionate and impartial: we investigate facts, seek to resolve misunderstandings, and correct operational failings where they occur. Customers should expect an acknowledgement of their issue and a clear explanation of the next steps. The policy covers concerns such as missed collections, incomplete clearances, damage during rubbish removal, pricing disputes, or failure to follow agreed instructions.
Anyone who received or arranged a house clearance service can raise a complaint. This includes property owners, tenants, executors or agents acting on behalf of an estate. Complaints should state the specific service involved (for example, house clearance, waste clearance or rubbish collection), relevant dates, locations and a concise description of the concern. Where possible, provide supporting information such as photographs, booking reference numbers or site notes to help the investigation. Complaints that are abusive, vexatious or outside the scope of the service may be progressed differently, and the company reserves the right to close such cases with an explanation.
How to raise a complaint
To lodge a concern about a clearance job, please present the issue through recognised company channels (in writing or verbally via the agreed customer routes). When making a complaint, include your name, the address where the clearance took place, the date of the visit, and a clear statement of the outcome you seek. The process is designed to be straightforward: initial notification, acknowledgement, investigation and proposed resolution. Please note that this page describes the procedural steps rather than supplying operational contact details.
Investigation and timescales
On receipt of a complaint we will acknowledge it promptly. Typical internal timescales are: acknowledgement within 3 working days, a preliminary response within 10 working days, and a full resolution or update within 20 working days for standard cases. Complex matters that involve third parties, specialist removal items or hazardous waste may require longer; in such instances we will explain why additional time is needed and provide revised target dates. During the investigation we may interview staff, review site notes and examine photographic evidence to establish facts.The investigation aims to be transparent and constructive. Where the complaint relates to alleged damage, the company will assess responsibility based on the evidence and the actions of the crew. If a procedural or training lapse is identified, measures will be taken to prevent recurrence. Outcomes are documented and a clear explanation is provided to the complainant.
Possible outcomes and remedies
Resolutions are tailored to the circumstances. Common remedies include:- an apology and explanation;
- a partial or full refund where service failure is proven;
- a re‑visit to complete or rectify the clearance;
- replacement of damaged items where liability is established;
- adjustments to billing where an error is identified.
If a complainant is dissatisfied with the initial outcome, the complaint can be escalated internally for a senior review. The escalation triggers a secondary appraisal by a manager not involved in the original decision. The review will consider all material gathered during the first investigation and may suggest an alternative remedy or confirm the original decision. This escalation step is part of the company’s commitment to internal quality control for house clearance services in the local service area.
Record-keeping and confidentiality: all complaints are logged and retained for the purposes of audit, compliance and continuous improvement. Records include the nature of the complaint, investigation notes, correspondence and the final outcome. Personal data is handled in line with privacy principles and only disclosed to relevant operational or legal teams on a need-to-know basis. Anonymous trend analysis is used to drive service improvements, crew training and operational changes.
Learning, monitoring and closure
On closure of a complaint the case file is reviewed to identify any systemic issues such as recurring errors in rubbish collection scheduling, inconsistent pricing practices, or equipment and safety concerns. Lessons learned may lead to updated procedures, additional staff training, or amended customer information. The objective is continuous enhancement of house clearance operations across the Coney Hall service area and adjacent zones where similar services are supplied.Withdrawal and escalation options: complainants may withdraw their complaint at any time. If the matter remains unresolved after internal escalation, customers may consider independent dispute channels relevant to consumer services. The company encourages constructive dialogue to reach a fair settlement and will cooperate with authorised third-party reviewers if required.
This complaints procedure is intended to be accessible and effective for anyone using house clearance, rubbish removal or waste clearance services. It is periodically reviewed to reflect changes in operating practice, customer expectations and regulatory standards. By following the steps above the company seeks to resolve issues promptly and to maintain trust in the delivery of its clearance services.