Complaints Procedure for St Johns Wood House Clearance Services

Purpose: This complaints procedure explains how clients can raise concerns about the service provided by St Johns Wood House Clearance and related rubbish and clearance activities. It is designed to be clear, accessible and fair. The aim is to resolve issues promptly and restore confidence where expectations have not been met. The procedure applies to all domestic and commercial clearances, skip and rubbish removal, and related waste-handling operations in our service area.

Scope and who can complain: Anyone who has used or been affected by our house clearance or rubbish collection services may lodge a complaint. This includes customers, representatives acting on their behalf, and property owners. Complaints may relate to service quality, missed collections, damage, safety concerns, or environmental handling of waste. The company treats all concerns seriously and will not penalise anyone for raising a legitimate issue.

When you make a complaint, please provide clear details so we can investigate efficiently. Include the service date, location, a brief account of what happened, the names of any staff involved if known, and any photographic evidence of damage or poor practice. A concise account helps us act quickly.

How to Submit a Complaint

You may submit a complaint in writing or verbally through our standard customer channels. While this page avoids contact particulars, we accept complaints received by post, email or authorised representatives. The initial acknowledgement of a complaint will outline next steps and an expected timeline for resolution. Complainants should receive a confirmation of receipt in writing within a standard short period.

To help us prioritise urgent issues, indicate whether the matter involves a safety risk, environmental hazard, or potential damage to property. For non-urgent service issues, a clear description and any supporting images will enable a thorough review without delay.

Please note: if the complaint concerns lost items or suspected removal of personal possessions, it will be escalated for immediate review. While we strive for swift outcomes, some investigations require site checks, staff interviews, and review of service records.

Investigation and Response

On receipt of a complaint, an initial assessment determines its nature and assigns it to an appropriate manager. Investigations follow a consistent approach: gathering evidence, speaking to staff involved, reviewing operational logs, and assessing any photographic or documentary proof provided by the complainant. Where necessary, a site visit is arranged to confirm facts.

The company aims to provide an initial substantive response within a reasonable timeframe. Responses will summarise findings, set out any remedial action taken or proposed, and explain how a resolution was reached. Where immediate rectification is possible, such as a re-collection or site clean-up, this will be scheduled promptly subject to operational capacity.

Outcomes of an investigation may include apology, corrective action, staff training, compensation for verified loss or damage, or changes to procedures to prevent recurrence. All decisions are recorded and retained for monitoring quality and compliance.

Information we assess:

When investigating a complaint about a rubbish removal job or house clearance, we look at:

• Service records and crew notes for the relevant date;
• Photographs supplied by the customer and any taken by staff;
• Witness statements from staff and third parties where appropriate;
• Operational procedures followed at the time;
• Any previous related complaints to identify patterns.

These checks help ensure that any corrective action is evidence-based and proportionate to the impact of the incident.

Escalation and review: If a complainant disagrees with the outcome, they can request an internal review at the next managerial level. The review is conducted by a senior manager not involved in the original decision to ensure impartiality. Reviews focus on whether the original investigation was thorough, whether the outcome was reasonable, and whether any additional remedies are warranted.

For persistent or complex disputes, the complaint may be referred to an independent body for arbitration where applicable. We will explain the options available for external review without endorsing specific bodies, and we will provide records of our investigation on request to support an impartial assessment.

Record keeping and continuous improvement: All complaints and their outcomes are logged and used as part of our ongoing quality assurance process. Data from complaints informs training, operational changes and service development. We are committed to learning from issues and reducing the likelihood of recurrence, while balancing operational constraints inherent in waste management and clearance work.

Confidentiality and impartiality: Throughout the complaints process we treat personal information sensitively and in accordance with applicable privacy expectations. Investigations are conducted impartially and decisions are based on the weight of evidence.

Timescales: While many issues are resolved quickly, some cases require further enquiry. Expect clear communication at each stage, and an overall resolution target communicated in the acknowledgement of your complaint. If additional time is needed, we will explain why and provide an updated expected completion time.

Finally, our commitment is to fair, transparent and timely handling of complaints related to house clearance and rubbish removal services. We welcome constructive expressions of concern because they help improve the quality of service in the area. This procedure ensures that customer concerns are taken seriously and addressed in a structured, accountable way.