Complaints Procedure — Camden Town House Clearance

This page sets out the formal complaints procedure for Camden Town House Clearance and related clearance and rubbish removal services. It explains how complaints are handled, the typical timescales for responses, the stages of escalation, and the remedies we may consider. The aim is to ensure that every customer receives a prompt, fair and clear response. Our approach applies across our service area for house clearances, waste removal and rubbish collection work.

We encourage any customer with a concern about a job, an invoice, or the conduct of our team to raise that concern as soon as reasonably possible. Complaints can be raised using the usual communication channels associated with your original booking — for example via the email or phone route used to arrange the service, or through the online portal if one was provided. Please note this policy does not include operational instructions for making a booking but focuses solely on the resolution process once an issue arises.

Stage 1 — Acknowledgement and Initial Response

Upon receipt of a complaint, we will acknowledge it promptly and register the matter in our complaints log. An initial acknowledgement will normally be issued within three working days. That acknowledgement will confirm that your concern has been received and will outline the next steps and an expected timescale for a full response. We aim to give an initial substantive reply within 10 working days.

Stage 2 — Investigation

After acknowledgement we will investigate the matter. This investigation may include reviewing job notes, speaking to the crew members involved, checking waste transfer documentation, and examining any photographic or other evidence provided by the customer. We will consider whether: the agreed scope of work was delivered, any additional charges were properly applied, and whether any damage or misconduct occurred during the removal or clearance process.

Investigations are handled by a complaints officer or a designated manager who was not directly involved in the contested job. The investigator will review the facts objectively and may request further information from you to ensure we have a full understanding. Where needed, we will record agreed factual points in writing and provide you with a clear summary of those points to ensure accuracy before concluding the investigation.

Outcomes we may offer include a written explanation, an apology, a partial or full refund, remedial works to rectify damage, or other fair and proportionate actions depending on the circumstances. Typical outcomes are listed below:

• Correction of billing errors or adjustments to the final invoice;
• Compensation for demonstrable loss or damage directly attributable to our service;
• Arrangements for re-attendance to complete unfinished work where appropriate;
• Formal apology and confirmation of procedural improvements where a service shortfall is identified.

We try to resolve most complaints at the front line, but where a complaint is complex it may take longer to investigate. If more time is needed we will contact you with an explanation and a revised completion date. Please note that some matters, such as those requiring third-party investigation or legal input, may extend beyond our usual timelines.

Escalation and Final Response

If you remain dissatisfied after our initial response, you may ask for escalation. On escalation, a senior manager will review the case and issue a final response within 15 working days of escalation where practicable. This final response will set out our conclusions, any remedial action we propose, and the reasons for our decision. The final response is intended to be definitive from our internal perspective.

Independent Resolution Options

If you are not satisfied with our final response you may refer the matter to an independent dispute resolution body where such referral is available for the type of contract you entered into. We will provide details of the applicable independent resolution mechanism on request and explain the process for referral. Please note that some external schemes have time limits for accepting complaints, so you should review this stage promptly after receiving our final response.

Record keeping and confidentiality: We will keep a record of your complaint and our investigation for a minimum period in accordance with our data retention policy and applicable regulations. Records are maintained to help us monitor service quality and implement improvements. We will handle all personal information in accordance with data protection requirements, and only share details externally where necessary for investigation or legal compliance.

Behavior and unreasonable complaints: We expect all parties to act reasonably. Where a complainant adopts abusive, vexatious or unreasonably persistent behaviours, we may implement measures to restrict communications or close the complaint following fair warning; such measures will be proportionate and documented.

Review and continuous improvement: Complaints are a key part of how we improve. We periodically review complaint trends to identify training needs, operational changes and service improvements for house clearance, rubbish removal and waste management services across our operating area. That review process helps reduce recurrence and improve customer experience.

We treat every complaint as an opportunity to learn. While this policy outlines expected timescales and actions, each case is considered on its merits and outcomes are tailored to the specifics of the situation. Where statutory rights apply, this procedure sits alongside those rights and does not affect them.

Thank you for taking the time to read our complaints procedure. We are committed to handling every concern fairly and thoroughly and will work to resolve complaints in a transparent and timely manner.