Complaints Procedure for Blackheath House Clearance
Purpose and scope: This Complaints Procedure sets out how Blackheath House Clearance and its associated clearance services will receive, acknowledge, investigate and resolve complaints related to house clearance, rubbish removal and related clearance work. It applies to complaints about our house clearance service, crew conduct, waste handling, scheduling, damage to property and any aspect of the customer experience. The policy is intended as a legal and procedural statement rather than a user guide.
Our approach is underpinned by clear principles: complaints will be handled promptly, fairly and impartially; records will be maintained for audit and learning purposes; and outcomes may include remedial action, restitution or changes to processes. This document refers interchangeably to Blackheath house clearances, rubbish removal Blackheath operations and general clearance services to reflect the range of services covered.
Making a complaint: A formal complaint can be raised by a customer, owner or authorised representative concerning the quality or conduct of a house clearance Blackheath job. Complaints should be made in writing or via any of the organisation's established customer communication channels, clearly describing the issue, dates and any supporting evidence such as photographs. Complaints that are frivolous, abusive or outside our remit will be assessed but may not be progressed.
Acknowledgement and initial assessment
On receipt, complaints will be acknowledged promptly. Wherever possible the acknowledgement will include a complaint reference, an outline of the expected timescales for investigation and the name of the person responsible for progressing the matter. Typical acknowledgement aims are within three working days, though times may vary for complex matters associated with property clearance and rubbish removal operations.Investigation process
Investigations will be carried out by an appropriate member of staff who was not directly responsible for the work complained about where practicable. The investigation may include interviews with crew members, review of job records, waste transfer documentation, photographic evidence and third-party statements. During the investigation the company will seek to be objective, documenting findings and ensuring any actions taken are proportionate.
Resolution and remedies: The outcome of a complaint may include one or more of the following:
- an apology and explanation;
- rework of the removal or clearance work where feasible;
- partial or full credit or refund in line with company policy;
- corrective action to prevent recurrence (process change, retraining);
- where damage is established, fair compensation in accordance with our assessment procedures.
Timeframes and escalation: The standard target for resolving straightforward complaints is within 15 working days of acknowledgement. Complex matters, such as those requiring specialist assessment, third-party reports or legal review, may take longer; customers will be kept informed of progress. If a complainant is dissatisfied with the initial outcome, they may request escalation to a senior manager or the company's internal complaints review panel for further consideration.
Confidentiality and data handling: Complaints and any supporting evidence will be treated with appropriate confidentiality and in accordance with data protection obligations. Personal data obtained as part of a complaint investigation will only be used for the purpose of resolving the complaint and for improving services, including future rubbish removal Blackheath operations. Records will be retained for an appropriate period to enable audit and compliance, and to support any future queries or legal requirements.
Unresolved disputes and external bodies: Where an internal escalation does not resolve the matter to the complainant's satisfaction, the complainant may be informed of their right to pursue an independent review or alternative dispute resolution mechanisms where applicable. This may include referral to industry regulators or consumer dispute schemes that operate in the environmental services and waste management sector, subject to their remit and eligibility criteria.
Record-keeping and continuous improvement: All complaints will be logged, categorised and analysed periodically to identify trends across house clearance service delivery, crew performance and operational processes. Findings from complaint reviews will be used to update training, revise operational protocols and improve customer communications. The company commits to a cycle of review to reduce recurrence of common issues.
Scope exclusions and limitations: This complaints procedure does not form a contractual amendment to existing terms and conditions and does not confer additional legal rights beyond applicable consumer protection laws. Complaints relating to third-party providers engaged by the company will be investigated to the extent possible, but any decision to pursue third-party liability will follow legal and contractual frameworks. Time limits for raising issues may apply in accordance with the company's operational policies.
Review and change of policy: The company reserves the right to amend this complaints procedure from time to time to ensure legal compliance and operational effectiveness. Changes will be published in the company’s formal policy documents and applied to complaints received after the effective date of any revision. This page remains a formal statement of the steps the business will take when dealing with complaints about Blackheath house clearances, rubbish removal operations and related clearance services.