Complaints Procedure for Penge House Clearance

Purpose: This complaints procedure describes how Penge House Clearance and associated rubbish removal and waste clearance services handle concerns, disputes and formal complaints. It sets out the principles, stages and expected timeframes so that anyone using our house clearance service or rubbish collection service understands how issues are managed fairly and transparently.

Scope and Principles

The procedure applies to complaints about the standard, conduct or outcome of house clearance, waste removal and related service delivery. Our approach is guided by clear principles: accessibility, impartiality, timely responses and proportionate remedies. We aim to resolve most concerns informally and quickly, escalating to formal review only when needed.

How to Raise a Concern

To make a complaint about a house clearance or rubbish removal event, provide a clear description of the issue, relevant dates and any photographic or documentary evidence you wish to rely on. You may raise concerns verbally at the time of service or submit them in writing. The organisation records each concern and confirms receipt as part of good practice.

Initial Acknowledgement and Assessment

On receipt, a complaint is logged and assigned to a nominated officer for initial assessment. The aim is to acknowledge complaints promptly and to clarify the nature and desired outcome. If the issue is safety or regulatory in nature, it will be escalated immediately for specialist handling. The assessment stage determines whether the complaint can be resolved informally or requires formal investigation.

Quick resolution options are used where appropriate: on-the-spot rectification, return visit for removal or collection errors, or agreed adjustments to charges. Where a quick resolution is not appropriate, the process follows the formal stages set out below.

Formal Investigation Stage

When a complaint proceeds to formal investigation, an investigator is appointed who is independent of the original job management. The investigator will:

• review the original job documentation and any photographic evidence;
• interview involved staff or contractors where necessary;
• request further information from the complainant if clarification is needed.

Investigations seek to be proportionate to the seriousness of the complaint and to resolve matters without unnecessary delay.

Timescales and Communication

We aim to acknowledge complaints within a short, defined period and to provide an outcome within a reasonable timeframe. Typical acknowledgements are issued promptly, and investigators aim to provide an initial response within a set number of working days. Where a matter requires longer investigation, the complainant will be kept informed of progress and given revised timelines.

Record keeping: All complaints, actions taken and decisions are recorded and held securely for audit and service improvement purposes. Records include the complaint text, investigation notes, outcomes and any remedial action agreed.

Remedies and Outcomes Outcomes depend on findings and may include one or more of the following: verbal or written apologies, partial or full refunds where charges were unfair, repeat visits to complete or correct clearance work, or changes to procedures to prevent recurrence. Remedies do not include compensation for matters outside the scope of the service contract or losses that cannot be reasonably attributed to the waste clearance activity.

Escalation and Review If a complainant is not satisfied with the outcome of a formal investigation they may request an internal review. The internal review is carried out by a senior officer who was not involved in the original investigation. Reviews re-examine the evidence, consider whether procedure was followed and confirm or revise the earlier decision. This internal escalation step is the final stage in the organisation's complaint handling process.

Continuous Improvement and Fairness

All complaints are viewed as opportunities to improve the quality of our house clearance services and rubbish removal operations. Trends are monitored and reported internally, and where the complaint process reveals systemic issues, corrective actions are introduced to policies, training or contractor standards. The process is designed to be fair to both customers and service staff, ensuring objective consideration and proportionate response.