Complaints Procedure for Richmond Upon Thames House Clearance

Purpose and scope. This complaints procedure sets out how the Richmond Upon Thames House Clearance service area manages and resolves concerns about house clearance, rubbish removal and waste collection activities. It applies to all aspects of our clearing, disposal and recycling work and covers complaints about performance, environmental practice, scheduling and staff conduct. The aim is to ensure that every concern is treated fairly, promptly and with a consistent standard of care.

We encourage anyone affected by our house clearance operations across the service region to raise issues without delay. This procedure outlines how a complaint can be registered in writing, what the investigation process involves, typical timescales and the possible outcomes. It is not a guide to DIY clearance or a how-to manual, but a formal route for resolving disputes and improving our rubbish collection and clearance services.

Raising a complaint

To begin a complaint, the complainant should provide a clear statement of the issue, the date(s) and location(s) involved, and any supporting evidence such as photos or job references. Complaints about Richmond-upon-Thames house clearance operations will be logged and acknowledged promptly. Complaints may concern:

• Failure to meet agreed appointment times or cancellation policy
• Damage to property during removal or clearance
• Inappropriate disposal of waste or non-compliance with recycling commitments
• Staff behaviour and professional standards

Initial response and acknowledgement

On receipt, every complaint is recorded in our complaints register and an acknowledgement is sent within a standard business timeframe. We will assign a dedicated complaints officer to open a file and to confirm the complaint details. The officer will provide an explanation of the process, estimated timescales for the investigation, and how updates will be communicated. The preferred approach is to resolve matters informally where possible, but formal investigation will follow when required.

Investigation process

Our investigation includes a review of job notes, crew reports, photographic evidence and any witness statements. The complaints officer may contact the operatives involved, review CCTV or vehicle logs where appropriate, and consult our waste-handling protocols. We aim to complete the investigation within a set period; if the matter requires extended enquiries we will advise the complainant and provide revised timescales. Transparency is important — we will explain findings and the basis for any conclusions.

During the investigation we may propose interim measures to prevent recurrence, including additional staff training, route adjustments for rubbish collection or revised disposal arrangements. Where an incident highlights procedural gaps, we will document remedial actions and add them to our continuous improvement register.

Resolution options

Possible outcomes include a written apology, correction of the clearance work, reimbursement for verified losses, or an explanation where no further action is required. Any redress is proportionate to the complaint and supported by evidence. We aim to reach a fair outcome; if proposed remedies are accepted by the complainant, the case will be closed with a record of the agreed resolution and follow-up checks where required.

Escalation and review. If the complainant is not satisfied with the outcome, they can request an internal review. An escalation will be handled by a senior manager who was not involved in the original investigation. The review will re-examine all evidence and may involve independent assessment of disputed matters. We strive to complete internal reviews within an established additional timeframe and will communicate the final decision in writing.

Record keeping and confidentiality

All complaints and outcomes are retained in accordance with our records policy. Information is used to improve service delivery and to meet regulatory obligations around waste management. Personal data provided during the complaint process is treated as confidential and processed only for the purposes of investigating and resolving the matter, in line with relevant data handling principles. Access to complaint files is restricted to staff with a legitimate business need.

Learning and continuous improvement. Each upheld complaint is analysed to identify root causes and to implement corrective actions across the clearance operation. This supports training, operational amendments and policy updates for better rubbish removal and waste disposal practices. We maintain a schedule of periodic reviews to ensure that corrective steps remain effective and that similar issues are less likely to recur.

Timelines and expectations: Typical timeframes are provided at acknowledgement and updated if investigations need more time. Simple complaints may be resolved within days, while complex matters involving third-party assessments may take longer. We commit to keeping complainants informed of progress and decision points throughout the process.

Independent options. Where appropriate, complainants are informed of external bodies that oversee waste management standards and dispute resolution in the sector. The existence of an internal complaints route does not preclude a complainant from pursuing independent review or arbitration if they remain dissatisfied after the internal review completes.

Final notes. This complaints procedure forms part of our commitment to professional, responsible and accountable service delivery in the house clearance and rubbish collection sector. By following these steps we aim to resolve concerns fairly and to strengthen public confidence in our clearance and waste removal work across the service area.