Complaints Procedure — Earls Court House Clearance
Purpose and scope: This complaints procedure sets out how Earls Court House Clearance and associated waste removal teams manage and resolve concerns from customers and third parties about our house clearance, rubbish collection and waste removal services. It applies to all domestic and commercial enquiries about service delivery, charges, scheduling, environmental handling and the conduct of staff. The policy aims to be fair, prompt and transparent while protecting privacy and ensuring regulatory compliance. If you have a complaint about a crew, a clearance estimate, or the disposal of items, you should expect a clear response within published timeframes.
Who may complain and what qualifies: Complaints may be raised by any individual or organisation directly affected by the actions or omissions of our clearance teams, including tenants, estate managers, landlords and neighbours where service actions have caused disturbance or concern. Minor operational comments are treated as service improvement notes; formal complaints are matters that require investigation, remedial action or an official record. We treat each case on its merits, prioritising safety, hazardous-waste concerns and potential breaches of law or company policy.
How to submit a complaint: Complaints should be made in writing or via an established communication channel to ensure a clear record. Provide the job reference, date and time of the service, names of staff if known, and a concise description of the issue and desired outcome. Include any photographic evidence where it helps explain the situation. On receipt we will acknowledge your complaint and assign a unique reference so progress can be tracked. Our aim is to provide an initial acknowledgement within two working days and a full response within a defined investigation period.
Acknowledgement, investigation and timelines
Once a complaint is logged we will record it in our complaints register and begin a proportionate investigation. This may include reviewing job sheets, vehicle logs, weight tickets, waste transfer documentation and speaking with the crew involved. Investigations consider:- Whether the service delivered met the agreed terms;
- Any deviations from our operational standards or safe handling procedures;
- Potential environmental or property damage;
Outcome options:
Following investigation, outcomes may include: a formal apology, remedial action such as return to site to correct an issue, a partial or full adjustment to the invoice where charges were unfair, additional training for staff, or changes to our procedures to prevent recurrence. If the complaint is upheld, any remedial actions and timelines will be clearly documented and communicated to the complainant. We will also explain the reasons if a complaint is not upheld.
Confidentiality and data handling: We handle complaint information sensitively and in accordance with data protection standards. Details are shared only with those who need to know for the purpose of investigation and remedy. Records of complaints are retained for monitoring, legal compliance and continuous improvement, with access restricted to authorised personnel. Where a complaint involves potentially hazardous waste or regulatory infringement, we may be required to share information with relevant authorities as part of statutory obligations.
Escalation and independent review: If you are dissatisfied with the outcome, you can request an internal review by a senior manager who was not involved in the original investigation. This review will reassess the evidence, the fairness of the process and the appropriateness of any remedy. In cases where external oversight is appropriate — for example, issues concerning waste transfer and disposal compliance — we will explain how regulatory bodies can be approached, without providing specific contact details within this document.
Record keeping and continuous improvement: All complaints and resolutions are analysed regularly to identify patterns, training needs and opportunities to improve operational standards in house clearance and rubbish removal services. We use aggregated complaint data to refine scheduling, staff instruction and environmental handling procedures. Earls Court clearance teams commit to learning from upheld complaints and implementing practical changes to reduce recurrence.
Monitoring performance and publishing results: We maintain internal performance measures for complaint response times, resolution rates and customer satisfaction indicators tied to our waste removal operations. While this page does not publish contact details or individual case outcomes, summary performance metrics are reviewed by senior management as part of our governance process to ensure accountability and to drive service excellence across all aspects of our house clearance and rubbish disposal work.
Appeal process and final steps: If after an internal review you remain unsatisfied, you can request information about alternative dispute options and independent adjudication related to environmental and waste handling matters. The final decision of our internal review will be communicated in writing, outlining the rationale and any remedies offered. We encourage the use of these processes where appropriate, focusing on resolution rather than prolonged dispute.
Scope limitations and legal considerations: This complaints procedure is not intended to provide legal advice or substitute for formal legal processes. It is designed to address operational and service-level issues concerning removals, clearances and waste handling. Matters that involve criminal activity, personal injury or significant property damage may be referred to relevant authorities and may follow separate legal procedures outside the scope of this policy.
Review of this procedure: We review this complaints procedure periodically to ensure it reflects current best practice, regulatory requirements and our operational realities. Revisions are implemented as needed to strengthen fairness, transparency and effectiveness across our clearance and rubbish collection services. This policy is part of our commitment to responsible, safe and customer-focused waste management.