Complaints Procedure — Bermondsey House Clearance

Bermondsey House Clearance is committed to providing a reliable and respectful rubbish removal and clearance service across our service area. This complaints procedure explains how to raise concerns about our house clearance, waste disposal, or related customer service and how we will handle them. The aim is to resolve issues fairly, promptly and transparently while protecting the rights of both customers and our team.

We treat every complaint seriously. Wherever possible complaints will be acknowledged promptly and investigated by a designated complaints handler. The process applies to all types of clearance work including domestic house clearances, commercial clearance projects and bulky waste removal. If a complaint relates to contractor conduct, environmental compliance or damage during a rubbish collection, it will be recorded under this procedure for thorough review.

How to Submit a Complaint

To make a formal complaint about our clearance service you should set out the nature of the issue and the outcomes you would like. Complaints should include relevant details such as the date of service, description of the problem and any supporting evidence, for example photographs or job references. All complaints will be logged on receipt and assigned a unique reference number for tracking.

Acknowledgement and Initial Response

We will acknowledge complaints within three working days. The acknowledgement will confirm the complaint reference and the name of the person responsible for the investigation. During the initial response we may request further information to clarify the circumstances or to obtain permission to inspect the site where work took place. Our priority is to establish the facts quickly so we can propose an appropriate remedy.

Most straightforward concerns can be resolved at this stage through a proposed solution or an explanation of actions already taken. Remedies may include arranging a follow-up visit, rectifying incomplete clearance, safe removal of missing items, or offering a proportionate refund or credit when service standards have not been met. Any agreed actions will be recorded and a timeframe provided.

Investigation and Decision

The investigation will be carried out by a trained member of staff who was not directly involved with the original job where possible. We will review job records, speak to operative(s) involved, and consider any evidence supplied by the complainant. Investigations aim to be completed within four weeks from the date of acknowledgment. If more time is needed due to complexity, we will inform the complainant with reasons and an expected completion date.

Outcomes of the investigation will be provided in writing and will include a summary of findings, reasons for the decision, and any corrective steps or remedies agreed. If a breach of policy, environmental regulations or safety standards is found, we will take remedial action and review our processes to prevent recurrence. Where responsibility is not established, we will explain the evidence and the rationale for closing the complaint.

Escalation and Internal Review: If the complainant is not satisfied with the outcome, they may request an internal review which will be conducted by a senior manager who was not part of the initial investigation. The review will reassess the evidence and may involve further fact-finding. Decisions following an internal review are final within the company’s internal procedure.

Before escalating beyond our internal process, complainants are encouraged to use the full internal review stage. However, if an issue concerns alleged unlawful waste handling, environmental harm or a breach of regulatory obligations, external regulators and ombudsmen may be appropriate avenues. Guidance on escalation options will be provided with our final response so the complainant understands next steps outside our internal process.

Record Keeping and Confidentiality — All complaints, investigations and outcomes are recorded and retained in accordance with our retention policy. Records are used to monitor performance, identify training needs and improve our rubbish collection and house clearance services. Personal data collected as part of a complaint will be processed in line with privacy and data protection obligations.

We aim to treat complaints with impartiality and to preserve confidentiality for all parties. Information will be shared only on a need-to-know basis and with any third parties involved where necessary for investigation, such as specialist contractors or regulatory bodies. Our objective is to balance transparency with respect for privacy and legal obligations.

Continuous improvement is central to how we operate. Lessons learned from complaints are reviewed regularly and used to update training, operational procedures and customer service standards for our house clearance and rubbish removal services. This helps ensure that complaints lead to meaningful change and better outcomes for future customers across our service area.

Summary of Commitments: We will acknowledge complaints quickly, investigate fairly, offer timely remedies where appropriate, provide a clear explanation of findings, and allow an internal review if requested. Our commitment covers all aspects of house clearance, waste removal and related customer interactions.

Monitoring and Review: This complaints procedure is reviewed periodically to reflect regulatory changes and to improve responsiveness. Staff receive regular reminders of complaint-handling standards to ensure consistency.

Final Note: Submitting a complaint helps us maintain high standards for house clearance and rubbish collection services. We appreciate clear, factual information to assist our investigations and will always seek to resolve matters as constructively and swiftly as possible.