Complaints Procedure for Tower Hamlets House Clearance
Purpose: This complaints procedure explains how customers of our Tower Hamlets house clearance service can raise concerns about any aspect of the work provided. It applies to all aspects of house clearance, rubbish removal and waste clearance operations delivered by the company, including site behaviour, missed collections, damage, pricing disputes and any perceived breach of our service standards. The aim is to resolve matters quickly, fairly and transparently.
Scope and definitions: This policy covers formal complaints from private and business clients who use our house clearance in Tower Hamlets and surrounding service area. A complaint is an expression of dissatisfaction requiring more than routine service correction. Minor comments or informal requests for service correction should be handled by our operational team at the time of collection; persistent or unresolved matters should be escalated under this procedure.
How to raise a complaint: Complaints should be placed in writing and should include a clear description of the issue, dates, locations and any supporting evidence such as photographs. Please indicate whether the concern relates to a rubbish removal Tower Hamlets job, a team member’s conduct, or the condition of the property following work. All formal complaints will be acknowledged and logged on receipt.
Acknowledgement and initial response
Upon receipt of a formal complaint we will send an acknowledgement. The acknowledgement will outline the name of the person handling the matter and the expected timeframe for an initial response. Where immediate risk or health and safety concerns are identified, we will prioritise action and advise on interim measures. Our process aims to be proportionate to the nature and severity of the complaint.Investigation: The complaint handler will review job records, photographic evidence and witness statements where applicable. This may include inspection of the cleared premises, consultation with crew members and a review of any quotations or contracts relating to the Tower Hamlets clearance service. Investigations are conducted objectively and we maintain a neutral stance until all relevant information is considered.
Resolution options
Following investigation, outcomes may include: an apology, an explanation, remedial work, credit or part-refund where appropriate, or other corrective action. We will document the chosen remedy and provide an explanation for the decision. If remedial work is required, a practical plan and timeline will be provided. Consumers are entitled to clear reasons for any refusals or limitations on remedies.Timeframes: We aim to provide a full response within a set period. Typical timeframes are outlined below and will be confirmed in the acknowledgement:
- Initial acknowledgement: within 3 working days.
- Full investigatory response: within 15 working days.
- Extended cases: where further inquiry is needed, we will provide interim updates every 10 working days.
Escalation: If the complainant is not satisfied with the outcome, the matter can be escalated internally to a senior manager for review. The escalation will re-examine findings and remedy decisions. We will note whether new evidence is submitted and may convene a review panel for complex or high-value disputes. Our escalation stage aims to provide independent scrutiny of the initial decision.
Confidentiality and impartiality: Complaints are treated with confidentiality and kept on a secure register for monitoring and learning purposes. Personal data gathered during investigations will be processed in accordance with relevant data protection principles and used solely for the purpose of resolving the complaint and improving service delivery. Our investigators act impartially and will declare any conflicts of interest.
Recording, learning and continuous improvement: Every formal complaint is recorded and analysed to identify trends and training needs. Corrective actions may include updating procedures, additional staff training, or changes to quality checks. The objective is to prevent recurrence and to strengthen our local house clearance processes. Records are retained to support transparency and to demonstrate regulatory compliance where required.
Outcome notification: Complainants will receive written confirmation of the outcome, including reasons and any agreed remedial actions. Where a financial adjustment is warranted, the method and timing of the compensation will be explained. If a complaint is upheld in part or in full, we will commit to implementing the remedy within the stated timeframe and will monitor the effectiveness of the action taken.
Independent review and closure: When both parties consider internal processes exhausted, complainants may seek an independent review from an appropriate third party or regulatory body. Closure of a complaint occurs once remedies are delivered, or any independent review has concluded. We record the final status and, where appropriate, note lessons learned to ensure better service delivery for future Tower Hamlets house clearance services.
Monitoring performance: The complaints register is reviewed periodically by senior management to ensure compliance with this policy and to identify systemic issues. Performance indicators include acknowledgement times, investigation duration and the proportion of complaints upheld. Continuous monitoring supports accountability and ongoing improvement across our rubbish and waste clearance operations.
Accessibility and reasonable adjustments: We will make reasonable adjustments to support access to this complaints process for anyone who needs assistance, including language support or alternative formats for written materials. Our goal is to ensure the procedure is fair, accessible and responsive to the needs of all clients using house clearance services.
Commitment: We are committed to resolving complaints professionally and to learning from each incident to enhance the quality and reliability of our clearance and rubbish removal services. This complaints procedure forms part of our wider governance approach and is intended to be fair, proportionate and transparent for all parties involved.