Complaints Procedure for Highgate House Clearance

Highgate House Clearance is committed to delivering reliable rubbish removal and house clearance services across its service area. This document explains the complaints process we follow when a client is not satisfied with work carried out by our clearance team. It sets out clear stages from initial acknowledgement through to final resolution and learning steps to improve future service. The procedure applies to domestic and commercial clearances, bulky waste removal and any ancillary services we provide.

We value open communication and expect complaints to be made in a timely, factual manner. While we encourage an informal discussion first with the crew or the team manager at the time of service, this formal procedure explains how to escalate a matter if the issue is not resolved on the same day. The approach is designed to be fair, transparent and proportionate, with an emphasis on resolving problems quickly and respectfully.

All complaints will be recorded and handled by a designated complaints officer who will act as a single point of contact through the process. We aim to acknowledge receipt within three working days and provide an initial response summarising the next steps. If your concern relates to health and safety, environmental compliance, damage or a breach of agreed terms, please flag that in your initial complaint so it is prioritised appropriately.

How to Submit a Complaint

To ensure fair consideration, please include key details such as the date of service, the job reference if available, a clear description of the issue and any supporting evidence like photos or itemised lists. While informal conversations may resolve many matters, a formal complaint gives us the information needed to investigate thoroughly. Complaints can describe dissatisfaction with service quality, missed items, environmental concerns about disposal, or dissatisfaction with the conduct of team members.

The complaints officer will review the information and may seek clarification to avoid delays. Where appropriate, they will contact the crew or site supervisor to obtain statements and verify facts. We aim to complete an investigation within 15 working days, but more complex incidents may require additional time. Where extra time is needed we will notify you with an explanation and a revised expected date for completion.

During the investigation we follow a clear evidence-based approach: collect records of job instructions, check waste handling and disposal logs, review photographic evidence and interview relevant staff. The process respects confidentiality and data protection obligations while ensuring transparency about findings and proposed remedies. We will propose a remedial action if the complaint is upheld, which may include a partial refund, rework of the clearance, or other appropriate remedies depending on the circumstances.

Resolution and Outcomes

Once the investigation concludes we will provide a written outcome detailing our findings and any corrective action. If the complaint is upheld, the resolution will be implemented promptly and we will confirm completion. If we do not uphold the complaint, we will explain the reasons and the evidence considered. Our aim is to reach a fair resolution; if you remain dissatisfied we provide an internal escalation route to senior management for further review.

Typical remedies include a written apology, agreed compensation, a repeat service to remedy work that fell below acceptable standards, or operational changes to prevent recurrence. We will also record learning points and, where appropriate, update training or operating procedures so the same issue does not happen again. We are committed to continuous improvement and to being accountable for our waste removal and clearance operations.

To ensure clarity, here is a summary of the stages in list form:

• Stage 1: Informal resolution with crew or supervisor on-site where possible.
• Stage 2: Formal complaint recorded and acknowledged by the complaints officer.
• Stage 3: Investigation carried out with evidence collection and staff consultation.
• Stage 4: Written outcome and remedial action implemented where appropriate.
• Stage 5: Internal escalation to senior management if unresolved, followed by recorded closure.

If you remain unsatisfied after exhausting our internal process, we outline the independent review options available within the sector and the right to seek external mediation in accordance with consumer protection principles. We encourage complainants to use these options only after internal escalation has been completed, allowing us to provide a full audit trail of actions taken and evidence considered.

We maintain transparent records of all complaints, outcomes and corrective actions to meet regulatory expectations and to support audits or inspections relating to waste management and disposal practices. Records are retained for a reasonable period in line with data retention policies and to support service improvement initiatives. This ensures that recurring issues are identified and addressed across our clearance operations.

Our team is trained to treat every complaint with respect and to act impartially; complaints are used as a source of learning rather than blame. We will report summary trends and actions to senior management to drive performance improvements. While we are a clearance company focused on practical, on-site solutions, we also recognise the importance of a robust complaints process to maintain trust and to ensure our rubbish removal and clearance services meet acceptable standards across the service area.