Complaints Procedure for Greenwich House Clearance

Purpose and scope. This complaints procedure explains how Greenwich House Clearance and its affiliated clearance teams handle concerns about domestic and commercial rubbish removal, waste clearance, and home-clearance services. It applies to any service user who wishes to raise an issue regarding the quality, conduct, or delivery of a clearance job including skip-free rubbish collection, bulky waste removal and site tidying. Our aim is to resolve complaints promptly, fairly and transparently while protecting customer rights and ensuring ongoing improvement to our clearance services.

What counts as a complaint? A complaint can be any expression of dissatisfaction about the way a house clearance, rubbish collection, or waste disposal was arranged or carried out. Examples include missed collections, damage during removal, unprofessional behaviour, late arrival, safety concerns on site, or failure to meet agreed disposal standards. Routine service queries or requests for changes to an order are handled as standard service requests rather than formal complaints.

How to raise a complaint

To make a formal complaint, please set out the issue clearly and include the date of service, the nature of the problem, and any relevant reference numbers. Describe the expected outcome and any supporting information such as photos or inventory lists. Complaints are accepted in writing and logged for investigation; we encourage complainants to be as precise as possible so we can act efficiently.

Acknowledgement and initial assessment. Upon receipt of a complaint we will acknowledge it within a reasonable timeframe. The acknowledgement will outline the next steps and provide the name of the person responsible for handling the case. An initial assessment determines whether immediate remedial action is needed for health and safety reasons or to prevent further waste management issues. If urgent action is required, that will take priority while we progress the formal investigation.

Investigation process. Complaints are investigated by a designated complaints handler who gathers relevant facts, interviews staff involved in the clearance, and reviews paperwork such as job sheets and waste transfer notes. We keep a clear audit trail and record findings. Investigations are conducted impartially with the goal of fact-finding rather than assigning blame.

Decision and resolution

After investigating, we will communicate our findings and proposed resolution. If the complaint is upheld we will offer appropriate remedies which may include re-performing the work, a partial refund, corrective actions to remove or properly dispose of remaining waste, or other fair compensation depending on the circumstances. If the complaint is not upheld we will explain the reasons clearly and provide evidence that supports our conclusion.

Remedies and outcomes may include:

• Repeat clearance at no extra cost where work was incomplete or unsafe;
• Partial reimbursement for substandard services or additional costs incurred;
• Corrective waste disposal actions to ensure legal, environmentally responsible disposal;
• Apology and procedural changes where staff conduct fell below acceptable standards.

Timescales and escalation. We aim to resolve straightforward complaints quickly, often within a few business days. More complex cases are resolved within a reasonable period and will be reviewed at staged intervals. If the complainant is dissatisfied with the outcome, they can request an internal review by a senior manager who was not involved in the original decision. This internal escalation is the final stage of the company's complaint process.

Record keeping and confidentiality. All complaints, investigations and outcomes are recorded and retained in accordance with our records retention policy. We respect privacy and handle personal data in line with applicable data protection rules. Information is accessible only to those directly involved in resolving the complaint and to auditors reviewing service quality.

Continuous improvement. Every complaint is treated as a learning opportunity. We analyse trends from complaint records to identify recurring problems in rubbish removal and clearance operations, then implement training, process updates, or changes to contractor arrangements to reduce future occurrences. The objective is to improve overall service standards for customers using bulk waste removal, house clearance and associated clearance services.

Final notes. Our complaints procedure is designed to be fair, transparent and effective. We commit to clear communication, practical remedies and timely resolution so that issues related to house clearances, waste clearance, and rubbish collection are handled professionally. By following the steps above, complainants can expect a structured response designed to protect customer interests and maintain high-quality clearance services.