Complaints Procedure for Flat Clearance Greenwich

This complaints procedure sets out how concerns about flat clearance services are handled when carrying out rubbish removal and waste clearance work. It is designed for clarity and fairness and applies to enquiries about collection, disposal, recycling practices and on-site conduct during a clearance. The aim is to resolve issues promptly while documenting outcomes for continual service improvement across our service area.

Principles and Scope

We operate under clear standards: confidentiality, impartiality and timely action. This procedure covers complaints related to scheduling, damage during clearance, incorrect disposal, pricing disputes and staff behaviour. It applies equally whether the matter concerns household rubbish removal, bulky item clearance or comprehensive flat clear-outs. Customers should expect a respectful and structured response regardless of the nature of their concern.

When you raise a concern we will acknowledge it promptly. A formal complaint may be submitted in writing or by the customer’s authorised representative; this includes emailed descriptions or documented statements. The acknowledgement confirms receipt and outlines the next steps, including the name of the person managing the case and an estimated timeline for an initial update.

Initial Assessment and Recording

On receipt the complaint is logged on our central complaints register. The initial assessment determines whether immediate remedial action is required to prevent further loss or safety issues. We may suspend parts of a clearance operation if there is a serious allegation. Records include the date, nature of the complaint, personnel involved and any photographic evidence supplied by the customer.

Investigation is conducted by an assigned officer who will gather statements, review CCTV or crew reports where available, and inspect the site if necessary. Investigations aim to be proportionate and focused on fact-finding, ensuring all relevant viewpoints are considered. The process is designed to be transparent and to uphold impartiality while protecting private information under applicable data policies.

The investigation result will be documented and the customer will receive a clear outcome letter or summary. Outcomes may include an apology, an explanation, corrective action such as re-collection or repair, a partial refund, or a confirmation that no fault was found. Where corrective measures are taken, these will be implemented within an agreed timeframe and monitored for completion.

We set targeted response times to ensure complaints are handled efficiently. Typical stages are:

• Acknowledgement within 2 working days;
• Initial assessment within 7 working days;
• Full response within 20 working days of acknowledgment.

Exceptional cases that require third-party input or expert assessment will be communicated with revised timelines and regular updates.

Escalation is available if the customer is not satisfied with the outcome. An appeal will be reviewed by a senior manager who was not involved in the original decision. The escalated review re-examines the evidence and the appropriateness of the proposed remedy. Final internal arbitration aims to be conclusive, but customers may be advised of independent dispute resolution options if necessary.

To improve service quality all complaints are analysed for trends. Regular reports identify recurring issues in crew conduct, route planning, vehicle standards or disposal practices. Learning points are translated into updated training, revised operating procedures and targeted audits to reduce recurrence and raise standards across the rubbish removal and waste clearance teams.

Remedies and Service Recovery: When faults are acknowledged we prioritise remedial actions that restore the customer's position where reasonably possible. Remedies can include collection of missed items, reimbursement for verifiable costs, or corrective adjustments to invoices. In addition to corrective measures, we may offer gesture-based resolutions aimed at maintaining trust and ongoing service relationships.

Record keeping and confidentiality are essential. Records of complaints, investigations and outcomes are retained in accordance with record-retention policies. Personal data is handled securely and shared only on a need-to-know basis for investigation purposes. Disposal records and documentation of any hazardous waste issues are retained separately as part of compliance processes.

Continuous improvement means we welcome constructive criticism and treat complaints as opportunities to refine operations. Management reviews will incorporate lessons learned into training modules for crews, updates to client-facing literature and adjustments to logistical planning. Our goal is to reduce the incidence of complaints over time while delivering consistently reliable flat clearance and rubbish removal services.