Complaints Procedure for Ilford House Clearance

This Complaints Procedure explains how to raise concerns about services provided by Ilford house clearance teams, including waste and rubbish removal in the service area. It sets out the scope of what constitutes a complaint, the steps we will take to investigate, and the expected timescales for a response. Our aim is to resolve issues promptly and fairly while ensuring a clear, consistent approach that protects both customers and operatives.

Scope and definitions

This procedure covers complaints relating to house clearance and associated refuse removal, including missed collections, damage during removal, missed appointments and perceived breaches of our service standards. It does not cover general advice pages or guides; this is a formal process for service issues. Complaints about third-party actions or unrelated contractors are outside the scope but will be acknowledged and, where possible, redirected appropriately.

How to raise a complaint: raise your concern in writing, clearly stating the nature of the issue, dates, involved parties and desired outcome. Include any supporting evidence such as photographs or property inventory notes. A clear, concise statement helps our team carry out a thorough investigation of clearance activities, rubbish collection, or waste transfer operations.

Acknowledgement and initial assessment

On receipt of a complaint about an Ilford clearance job or rubbish removal service we will acknowledge it promptly. An initial assessment will be made to determine whether the complaint is straightforward or requires a more detailed investigation. Simple inquiries may receive a response within 3–5 working days, whereas complex matters that involve site inspection or third-party liaison may need longer.

Investigation process: where further investigation is required, we will gather statements, inspect records and, if necessary, visit the site. We keep records of all investigative steps taken. Our investigators will look for evidence of procedural non-compliance, operational errors, or miscommunication between the house clearance crew and the client. All findings are reviewed and a proposed resolution is drafted for consideration.

Timescales and updates

We aim to provide a substantive response within 15 working days of acknowledgement. If further time is required, we will inform the complainant of the delay and provide an expected date for a full reply. Regular updates will be supplied at agreed intervals until the matter is concluded. If remedial work is needed, scheduling will be coordinated to minimise additional disruption to the client or neighboring properties.

Resolution options and outcomes: resolutions can include an apology, corrective remedial action, partial or full reimbursement for verifiable losses, or a formal statement of steps taken to prevent recurrence. For operational failures, we may offer alternative clearance arrangements or an amended plan for waste disposal. All outcomes are documented, and any corrective actions are tracked until completion.

Escalation procedure — if a complainant is not satisfied with the initial outcome, the case may be escalated for review by senior management. An internal review will be carried out by staff who were not involved in the original decision. The reviewer will reassess the evidence and determine whether the original resolution should be maintained, amended or overturned.

Confidentiality and data handling: personal data provided during the complaints process is treated in accordance with applicable data protection standards. Complaint records, evidence and correspondence are retained for a defined period to support quality assurance and legal compliance. Access to complaint files is restricted to authorized personnel only.

Recording and continuous improvement: every complaint about house clearance, rubbish removal or landfill diversion is recorded in our service quality log. We use anonymised data from complaints to identify trends, revise procedures, and inform staff training. This ensures that lessons learned from issues are incorporated into standard operating procedures and the overall management of waste services.

Third-party review: where a complainant remains dissatisfied after internal escalation, the matter may be referred to an independent dispute resolution body or an industry regulator where appropriate. Such referrals are at the request of the complainant and subject to the terms of the relevant external body. We will cooperate fully with any independent review to ensure transparency.

Final provisions — this complaints procedure applies to all clearance activities provided under the service area and should be used for formal complaints only. It is not intended as a forum for general advice. The company reserves the right to decline to progress vexatious or abusive complaints, while ensuring that legitimate concerns are addressed fairly and proportionately.