Complaints Procedure for House Clearance Chessington

Purpose: This complaints procedure explains how concerns about our house clearance Chessington and rubbish removal services are handled. It is intended for customers, representatives and third parties who wish to raise issues about the delivery of a clearance, the treatment of waste, or the behaviour of staff. The procedure aims to be clear, proportionate and focused on resolving problems promptly.

Scope and Commitment

We are committed to delivering a professional clearance service in Chessington and to investigating any complaint fairly. This policy covers complaints about: service quality, missed or delayed rubbish collection, damage during clearance, incorrect disposal of items, and customer service interactions. Our goal is to acknowledge and address concerns, to remedy issues where possible, and to learn from mistakes to improve future operations.

Who Can Make a Complaint

Complaints may be raised by the person who booked the service, the property owner, an authorised representative or an affected neighbour. We ask complainants to act in good faith and provide factual information; abusive or threatening behaviour will not be tolerated. Where relevant, complainants should confirm they have authority to act on behalf of the affected property.

How to Submit a Complaint

To enable a thorough investigation, please provide clear information about the issue. Useful details include:

• Service date and time (when the clearance or collection occurred)
• Job reference or booking details if available
• Full description of the problem, including items involved and nature of concern
• Supporting evidence such as photographs or witness details
• Desired outcome (for example: remedial visit, refund, replacement removal)

Please include any relevant paperwork and be as specific as possible. This helps the investigation team act efficiently and offer appropriate remedies.

Acknowledgement and Timescales

We will acknowledge receipt of a complaint promptly, normally within 2 to 5 working days. After acknowledgement we will carry out an initial review to determine the appropriate next steps. Most straightforward complaints are resolved within 10 to 15 working days; more complex matters may take longer and will be updated regularly. If an extension is needed we will explain the reasons and provide a revised timescale.

Investigation Process

Investigations are carried out by staff trained in complaints handling and by senior operations personnel where necessary. The process typically includes a review of job records, interviews with operatives involved, and inspection of photographic or site evidence. Confidentiality is respected throughout; however, relevant details may be shared with personnel directly involved in resolving the issue. Findings are documented and a clear decision or recommendation is prepared.

Possible Outcomes and Remedies

Outcomes may include an explanation of what occurred, an apology where appropriate, corrective action such as a return visit to complete or remedy a clearance, financial redress, or process changes to prevent recurrence. Remedies are offered proportionally to the impact of the issue. Where damage is identified, we will investigate liability and, if appropriate, offer repair, replacement or compensation consistent with the evidence. All resolutions are recorded and used to improve service quality.

Escalation and Independent Review

If you are dissatisfied with the outcome you may request escalation to a senior manager for review. The escalation stage involves re-examining the evidence and the original decision. If internal escalation does not provide a satisfactory resolution, information about independent review options will be explained; this may include referral paths to industry bodies or regulatory channels that cover waste management and consumer complaints. We will outline next steps without prescribing a single route.

Record Keeping, Learning and Closure

All complaints are recorded in our complaints register and used to identify trends, training needs, and service improvements. Records are retained in line with our data retention policies and handled securely. When a complaint is closed we will confirm the outcome and any agreed actions. Continuous improvement is a core part of our approach — complaints help us refine procedures, reduce service failures and enhance the customer experience across our rubbish company service area. Thank you for taking the time to raise concerns responsibly; we value the opportunity to resolve issues and to improve the quality of our house clearance and waste removal services.