Complaints Procedure for Flat Clearance Crystal Palace

This Complaints Procedure describes how a customer may raise concerns about a flat clearance or rubbish removal service and how those concerns are handled. The policy applies to all aspects of a clearance job carried out by our clearance company within the stated service area. It is intended to be fair, transparent and timely. The aim is to resolve issues quickly, to record lessons learned and to maintain standards. Complaints may include concerns about missed items, damage during removal, council waste disposal arrangements, or perceived failures to meet quoted times, but they exclude legal advice or disputes requiring counsel.

We treat every complaint as important. The process begins with an acknowledgement and an initial assessment to determine the appropriate level of investigation. Customers can expect an organised response that outlines next steps, a timescale for investigation and the person or team responsible. The procedure ensures that complaints are assigned to impartial staff for review, with an emphasis on restoring service expectations and focusing on remediation where appropriate.

The Company will maintain a clear record of each complaint and the outcome. Records will include the date received, description of the concern, investigative steps, evidence gathered, communications with the complainant, corrective actions and final resolution. Maintaining these records helps to identify recurring issues and supports continuous improvement across the flat clearance and waste removal service. All information will be treated in confidence and stored in line with standard retention practices.

The first stage is acknowledgement. Upon receipt of a complaint, an acknowledgement will be sent within a defined timeframe and will set out the next steps. An initial review determines whether the complaint can be resolved quickly at the point of contact or if a fuller investigation is required. Simple issues may be resolved by arranging a return visit, offering a partial refund or providing alternative remedial work such as re-collection of missed refuse or additional cleaning.

If a full investigation is needed, the process will include gathering statements from operatives, reviewing job photographs and paperwork, and checking waste disposal documentation. Investigations are undertaken by staff not directly involved in the original work, so that conclusions are impartial. Investigations will seek to determine the root cause and whether service procedures were followed correctly. Outcomes are documented and a proposed resolution is communicated to the complainant.

The Company will aim to provide a final response within a reasonable period depending on complexity. Complex investigations may require more time and the complainant will be kept informed of progress. Where remedial action is appropriate, the response will explain what will be done and the timeframe for delivery, for example a re-collection, repair arrangement or a financial adjustment in line with our service terms.

Resolutions may include corrective visits, apologies, service credits or refunds where appropriate. The choice of remedy will be based on the investigation findings and proportionality of the solution to the impact experienced. Our priority is to return the customer to the service standard they reasonably expected. Remedies are consistent across cases to ensure fair treatment.

If the complainant is not satisfied with the outcome of the internal process, an escalation path is available. An internal review by a senior manager will reassess the evidence and the appropriateness of the corrective measures. This review aims to be final and binding within the organisation unless an external review mechanism is requested or required by regulation. External dispute resolution options may be offered when applicable and when internal escalation does not achieve agreement.

To support transparency and continual improvement, complaint trends are periodically reviewed by management and used to refine training, operational procedures and customer communications. The policy ensures that staff receive training on proper handling of concerns and that service checks are updated to avoid repeat failures. The company seeks to maintain a high standard of waste clearance and rubbish removal across its service area and uses complaints as a tool for operational excellence.