Complaints Procedure — Golders Green House Clearance Services

This complaints procedure explains how we handle concerns related to Golders Green House Clearance and associated rubbish removal services. It sets out the steps a customer can expect when raising a complaint about waste clearance, house clearance or property clearance work. Our aim is to resolve issues fairly, promptly and transparently. The process below applies to all parts of our clearance and rubbish collection operations in the service area and is designed to protect both clients and staff.

We encourage customers to report any dissatisfaction as soon as possible. Complaints may cover matters such as missed collections, damage to property, disposal concerns, or perceived breaches of service standards. This document describes internal review stages, investigation timelines and the outcomes you can expect. It is intended to be clear and accessible: please read the steps carefully so you know how a formal concern will be managed by our house clearance team.

Initial Contact and Acknowledgement

When you notify us of an issue, the complaint will be recorded and acknowledged in writing or by electronic means within three working days. The acknowledgement will confirm the nature of the complaint and the name of the person responsible for the investigation. Our acknowledgement will also include an outline of the next steps and the expected timescale for a substantive response from the Golders Green waste clearance department.

Stage One: Investigation and Response

The investigator will gather relevant information, which may include job records, photos, collection logs and statements from staff involved. Please provide any supporting evidence you consider important, such as images, receipts or a concise account of events. During this stage we aim to provide a full response within 15 working days. If the investigation requires more time, you will receive an update with reasons for the delay and a revised timescale.

Our response will explain the findings and any corrective actions taken. Outcomes may include an apology, remedial work, a partial or full refund where appropriate, or steps to prevent recurrence. Where work by subcontractors is relevant, the findings will include how responsibility has been assessed. The goal is to reach a fair resolution without unnecessary delay, and to restore service standards for house clearance and rubbish removal operations.

If you remain dissatisfied after the Stage One response, you may request a review. The review will be carried out by a senior manager who was not involved in the initial investigation. The review will consider the original complaint, the investigation records and any new evidence submitted. We will aim to complete a Stage Two review within 20 working days, ensuring an independent and impartial reassessment of the situation.

Stage Two may conclude with confirmation of the earlier decision, an alternative remedy, or recommendations for process improvements. If the subject of the complaint involves potential legal obligations—such as improper disposal of hazardous waste—the review will detail any regulatory steps taken, such as internal reporting or formal notifications. Our procedures align with applicable waste management regulations and industry best practice, while respecting client confidentiality.

Escalation and Independent Review — where a complaint cannot be resolved to mutual satisfaction through internal stages, we will explain options for external review. This may include independent mediation or referral to a relevant industry arbitration body. Such escalation will be described clearly in our final internal response, including how to initiate third-party review and the scope of what can be considered.

Confidentiality and Record Keeping: All complaints and associated records are retained securely for monitoring and improvement purposes. Access to these records is limited to personnel directly involved in the complaint handling and senior management. Records will be kept for a reasonable period consistent with regulatory and operational requirements, and used to identify trends, staff training needs, and service improvements within our clearance services.

Customer Conduct and Complaints Limits: We expect interactions during complaints handling to be respectful. If communication becomes hostile or abusive, we reserve the right to manage contact through restricted channels while still addressing the substance of the complaint. Repeated or vexatious complaints may be handled with a formal assessment to determine appropriate next steps, ensuring fair treatment for all customers and staff engaged in rubbish clearance work.

Performance Monitoring and Continuous Improvement: Complaints are a key source of feedback for our house clearance operations. We analyse complaint data to spot recurring issues — for example, scheduling errors, clearance method concerns, or disposal route problems — and implement corrective measures. Training, procedural updates and subcontractor reviews are common outcomes of this continuous improvement approach to waste removal services.

Final Response and Closure: The final response will set out the resolution, any corrective actions taken, and the options available for further review where relevant. Once all agreed actions have been completed and any external review period has closed, the complaint will be formally closed and recorded. Closure does not prevent future separate complaints on different matters; it simply confirms the conclusion of the current complaint process.