Complaints Procedure for Wandsworth House Clearance

This Complaints Procedure explains how customers and partners can raise concerns about services provided by Wandsworth House Clearance and associated clearance teams. It is designed for anyone using a house clearance, rubbish removal, or clearance service in the area. The approach is fair, transparent and centred on swift resolution. Our aim is to treat every complaint seriously while learning from issues to improve our household waste clearance and removal operations.

Principles and Scope

The procedure covers complaints relating to house clearance Wandsworth operations, including missed collections, damage to property, health and safety breaches, incorrect charges and poor customer service. We will handle all complaints in a proportionate way, maintaining confidentiality and ensuring the complainant is kept informed. Complaints about contractors, partner teams or third-party collection crews that affect a clearance job are included where those services were arranged as part of a clearance contract.

To help us process matters efficiently, complaints should, where possible, set out:

• What happened and when
• Which clearance job or service it concerns
• Any evidence such as photographs or notes

We aim to respond to initial complaints promptly and will advise the next steps within our published timescales. Please note this process is not a substitute for any statutory appeal routes but is intended to provide a clear internal mechanism for resolving service issues.

How to Submit a Complaint

Complaints may be submitted in writing, through the company representative who managed the clearance, or via official correspondence channels used by the clearance team. While specific contact details are not provided here, the accepted formats include written letters, recorded verbal reports made to an assigned representative, or documented digital submissions. We encourage customers to include job references and relevant dates to speed up investigation.

On receipt of a complaint the process follows a clear sequence: acknowledgement, investigation, decision and resolution. Acknowledgement will be issued within a short, defined period to confirm receipt. During the investigation we will collect statements, review on-site records and examine any photographic evidence. The goal is to reach a fair outcome based on the facts and the terms of the original clearance agreement.

Where the complaint requires immediate action (for example, safety risks during a rubble or bulk rubbish collection), interim protective steps will be taken while the full review continues. Expected timescales for completion of investigations will be provided at acknowledgement and updates issued if more time is needed.

Decisions will be communicated clearly and will describe any remedies offered. Remedies may include corrective re-attendance, partial reimbursement for demonstrable loss, or other practical measures to put things right. All decisions are made on the basis of proportionality and the evidence gathered during the review. Records of the complaint, findings and resulting actions are retained for service improvement and compliance monitoring.

If a complainant is not satisfied with the initial outcome there is an internal escalation route. An independent review by a senior manager or an appointed reviewer will examine the case documentation and the steps taken. This internal review focuses on whether the original investigation was thorough and whether the remedy offered was reasonable. It is not a re-run of the basics but a check on the fairness and completeness of the original handling.

Transparency and learning are central to the complaints process. Patterns of recurring issues are analysed so that operational changes, training or policy updates can reduce future occurrence. The complaints procedure also underpins our commitment to maintain a high standard in household clearance, waste removal and bulky item disposal across the service area.

Record keeping ensures that each complaint is traceable from receipt to resolution. Confidentiality is respected: personal data is processed only for the purpose of handling the complaint and in accordance with data protection principles. Timescales for retention are consistent with operational needs and any applicable retention policies.

For those seeking further redress beyond the internal procedure, information about external review or regulatory options can be requested as part of the escalation stage; this may include referral to an independent reviewer or an appropriate oversight body relevant to waste and clearance services. Guidance on external routes will be provided at the end of internal escalation if the complainant remains dissatisfied.

Continuous improvement is achieved by using complaint outcomes to refine service delivery, training and health-and-safety measures. Regular reviews of complaint trends help prioritise staff training, vehicle handling procedures and customer communication standards for the clearance and rubbish removal teams. Our complaints procedure is therefore not only a remedy mechanism but a tool for improving the quality of house clearance services across the area.