Complaints Procedure for Flat Clearance Blackheath

Introduction: This complaints procedure explains how our flat clearance Blackheath and associated rubbish removal services are handled when a customer raises a concern. It sets out the standards we aim to meet, the steps we will take to investigate issues and the outcomes you can expect. The procedure applies to all our flat clearance services, including waste removal, clearance of household items and removal of bulky goods. Our objective is to resolve complaints promptly, fairly and consistently, while learning from each case to improve future service.

Scope: A complaint is any expression of dissatisfaction about the standard of service, conduct of staff, timing of a collection, disposal practice or charging related to flat clearance in Blackheath. Routine queries about bookings, pricing clarifications or requests for service adjustments are not treated as formal complaints but will be addressed through our normal customer service process. This procedure covers complaints from residential customers, property managers and commercial clients using our Blackheath flat clearance service.

How to raise a complaint: To help us investigate efficiently, please provide a clear description of the issue. While this page does not include contact details, complaints should provide the following information so they can be processed without delay:

• Date and time of the service or incident
• Location or property reference where the clearance occurred
• Nature of the complaint, including what went wrong and any immediate impacts
• Relevant photos or documentation if available (before/after images, invoices)

Acknowledgement and initial response

On receipt of a formal complaint about our flat clearance service, we will acknowledge it promptly. Initial acknowledgement will be issued within a defined timescale and will explain the next steps. The acknowledgement will confirm that the complaint has been logged and assign a reference number for tracking. We aim to provide a preliminary response outlining the likely timescale for investigation so the complainant understands when a full reply can be expected.

Investigation process

An investigator will be appointed to review the complaint. The investigation will include a review of job records, staff notes, scheduling details and any photographic evidence. Where appropriate, we may interview crew members who attended the flat clearance and review external disposal records. Our approach is to be thorough and impartial: facts will be established before conclusions are drawn. Evidence will be considered in context, including any mitigating circumstances such as access issues, health and safety constraints or customer instructions that affected the service delivered.

Possible outcomes

After the investigation we will communicate one of the following outcomes: the complaint is upheld, partially upheld, or not upheld. Remedies may include a formal apology, an explanation of events, a partial or full refund, a repeat visit to complete or rectify the clearance, or other appropriate remedial action. Where charges are found to be incorrect, adjustments will be made. All outcomes aim to be reasonable and proportionate to the issue identified.

Timeframes and escalation — We set clear timeframes for each stage of the complaints process. If a full resolution cannot be achieved within the initial period, we will keep the complainant informed of progress. If the complainant remains dissatisfied with the result, they may request an internal review. The internal review will be conducted by a manager who was not involved in the original investigation to ensure impartiality.

Independent review and arbitration

For disputes that cannot be resolved internally, an external or independent review may be offered where applicable. This could involve referral to a third-party mediator or arbitration body specialising in service disputes for waste removal and property clearance. Decisions reached via independent review will be considered final between the parties, provided the consumer or client accepts this route and its terms.

Record keeping and confidentiality — All complaints are recorded and retained in accordance with our internal retention policy. Records include the complaint details, investigation notes, correspondence, outcomes and any remedial actions taken. Personal data will be handled in line with data protection obligations: information collected during the complaints process will be used solely to investigate and resolve the issue and will not be disclosed except where required for legal or regulatory reasons.

Behaviour and expectations — We expect all parties involved in the complaints process to behave respectfully. Aggressive, abusive or harassing behaviour toward staff will not be tolerated and may result in the complaint being managed differently. Our staff are trained to handle concerns professionally and to provide clear, courteous explanations of findings and outcomes.

Continuous improvement — Each complaint is treated as an opportunity to improve our flat clearance services. Trends and root causes are reviewed regularly and may lead to changes in training, processes, scheduling or equipment to reduce the likelihood of recurrence. We monitor complaints by category and use that data to drive quality improvements across rubbish removal and clearance operations.

Review of this procedure: This complaints procedure is reviewed periodically to ensure it remains effective and compliant with relevant standards for waste service providers. Changes to the process will be communicated in the relevant service terms and to stakeholders as appropriate. Our goal is to resolve concerns efficiently and to maintain high standards for the flat clearance services we provide in and around the area.