Belsizepark House Clearance - Complaints Procedure

Purpose: This complaints procedure sets out how Belsizepark House Clearance (and related rubbish removal services) manage concerns about service delivery, waste handling, and property clearance. It describes the steps we follow to acknowledge, investigate and resolve complaints fairly and transparently. The policy applies to customers and authorised third parties raising issues about rubbish removal Belsizepark and adjacent waste clearance activities.

Scope: This document covers complaints relating to collection scheduling, item handling, hazardous waste practices, unexpected charges, damage to property during clearance and customer service interactions. It is not a guide to the operational service itself but a formal route for raising concerns with the house clearance Belsizepark team. Anyone affected by a clearance service may use this process.

How to raise a complaint

To lodge a complaint, please provide a clear description of the issue, date(s) of service, and any supporting evidence such as photographs or job references. Complaints should be raised as soon as possible after the event. Our internal intake will register the matter and begin the agreed procedure. The process aims to be accessible and proportionate whether the complaint concerns a small rubbish removal or a larger property clearance.

Acknowledgement and initial response

On receipt of a complaint we aim to acknowledge it promptly and identify the relevant team to manage the investigation. A preliminary assessment will classify the complaint by risk and complexity, allowing us to set an appropriate target for resolution. Typical acknowledgement timescales are set out to ensure complaints are not left unresolved.

Investigation process

The investigation is led by a designated complaints coordinator who will gather facts, interview staff involved and review documentation such as manifests and waste transfer notes. Investigations are impartial; all reasonable evidence will be considered. Where necessary a site re-visit or photographic review will be carried out to confirm the state of any property involved. We record findings carefully to ensure transparency.

Throughout the investigation we focus on identifying root causes and preventing recurrence. Findings are documented and shared with the complainant in plain language. If additional specialist advice is required (for example on hazardous materials), this will be noted and used to inform any remedial steps.

Resolution and remedies

Our objective is to resolve complaints quickly and fairly. Possible outcomes include explanation of events, corrective action, re-performance of a particular task, reimbursement for proven losses, or a formal apology where appropriate. Remedies are proportionate to the impact of the issue and consistent with regulatory requirements for waste carriers and clearance operators.

Appeal and escalation If a complainant is not satisfied with the initial outcome they may request an internal review. This triggers an escalation to a senior manager who was not involved in the original decision. The internal review considers whether the original investigation followed procedure and whether the remedy offered was appropriate. Reviews are completed within a stated timescale and documented in the complaint record.

Record keeping and confidentiality: All complaints are recorded, and the resulting actions retained in accordance with our data retention policy. Personal data is handled in line with privacy obligations and will only be shared with those who need access to investigate and resolve the issue. Records include the complaint submission, investigation notes, outcome and any follow-up actions.

Independent review options and further steps

Where an internal escalation does not deliver a satisfactory outcome, complainants are informed of independent review routes or statutory options. We respect a customer’s right to seek external advice or to refer a matter to an appropriate oversight body where relevant. This procedure does not replace legal rights but provides an accessible avenue for resolution in most cases.

Continuous improvement: Complaints are treated as opportunities for service improvement. Trends and recurring issues are analysed and used to update training, operational controls and customer communications. Our team commits to learning from each matter so that future Belsize Park clearance and waste removal activities meet higher standards.

Final note: This complaints procedure is part of our commitment to accountable, safe and customer-focused clearance services. It applies to all aspects of waste clearance Belsizepark and related rubbish services. Where action is required, we will seek fair and timely resolution while ensuring compliance with relevant obligations and industry practice.