Complaints Procedure — Flat Clearance Hackney
Purpose: This document sets out a clear, fair and prompt complaints procedure for customers using our flat clearance Hackney services. It explains how to raise concerns about any aspect of a flat clearance or rubbish removal in Hackney, what to expect from our response, and the remedies we may offer. The procedure applies to all enquiries related to household clear-outs, rubbish collection, and related service matters.
Scope: The policy covers complaints about scheduling, site conduct, property handling, disposal processes and charges linked to flat clearance in Hackney. It does not replace statutory rights but is designed to resolve disputes quickly and to the mutual satisfaction of the customer and the rubbish removal team. We aim for consistency across the service area while maintaining flexibility for individual cases.
Accessibility: Anyone wishing to raise a complaint can do so verbally at the time of the service or in writing afterwards. Complaints should be reported as soon as reasonably possible after the incident occurred. The company will acknowledge each complaint promptly, ensuring the complainant understands the process and the anticipated timescales for investigation and resolution.
Stages of the Complaints Process
Stage 1 — Acknowledgement: On receipt of a complaint about Hackney flat clearance or rubbish removal services, the complaint will be recorded and acknowledged without undue delay. The acknowledgement will include the name of the person handling the case, a reference number, and an outline of the next steps. This initial step ensures transparency and builds trust.
Stage 2 — Investigation: The complaint will be investigated by a trained member of staff who will review job notes, service records and any photographic evidence. Investigators may interview the crew involved and may ask the customer for clarification or additional information. The aim is to gather a full picture so that any decision is informed and objective.
Stage 3 — Decision and Response: Once the investigation is complete, a written or recorded response will be provided. This will outline findings, the reasons for the decision, and any proposed remedies. Remedial actions may include an apology, a proposal to rectify shortcomings, or an appropriate financial adjustment in line with company policy. All outcomes are logged for quality monitoring.
Escalation and Review
Escalation: If the complainant is not satisfied with the initial decision, the complaint may be escalated for further review by a senior manager. The escalation will be handled impartially and will re-examine evidence and conclusions. Escalated reviews aim to provide a final internal determination within a defined timeframe.
Independent Consideration: Where appropriate and feasible, we may offer an independent review of the complaint by an impartial colleague who was not involved in the original service or investigation. This helps maintain fairness and increases confidence in the outcome for complex disputes related to flat clearance services Hackney-wide.
Customers making a complaint about a specialist clearance, hazardous waste handling or large-scale rubbish removal may see a slightly extended investigation period due to required checks and third-party liaison. Timelines will be communicated clearly during acknowledgement and updated if necessary.
Remedies and Outcomes: Possible outcomes can include:
- an apology and explanation;
- practical correction of work where feasible;
- proportionate financial compensation or price adjustment;
- changes to operational practice to prevent recurrence.
Record-Keeping and Confidentiality: All complaints, investigations and outcomes are recorded and retained to support continuous improvement. Records are treated as confidential and stored securely. Personal data will be handled in accordance with data protection principles; information is shared only with those necessary to the investigation and resolution.
Monitoring and Improvement: Complaints are used as a constructive tool to improve flat clearance services in Hackney and surrounding service areas. Regular analysis identifies trends, training needs and operational changes. Lessons learned are applied to staff briefings, service design and safety practices to reduce repeat incidents and enhance the overall customer experience.
Timeframes: We aim to acknowledge complaints within 3 business days and to issue a full response within 15 business days where possible. Complex cases may require additional time; complainants will be kept informed of progress and any revised target dates for completion. These timeframes help set clear expectations for both sides.
Right to Escalate: If a complainant remains dissatisfied after the final internal review, they may choose to seek independent redress through appropriate consumer dispute channels relevant to the service sector. The company will cooperate with external reviews where required and provide necessary documentation consistent with confidentiality rules.
Commitment: Our commitment is to handle every complaint respectfully, thoroughly and efficiently so customers using flat clearance services in Hackney and nearby areas can trust the process. Continuous improvement is central to our service philosophy, and complaints are treated as an opportunity to enhance reliability, safety and customer care.
Final Notes: This complaints procedure applies to all standard clearance and rubbish removal operations. It does not restrict any statutory rights a customer may have. By maintaining clear, fair and consistent procedures, we ensure that concerns are resolved in a timely and professional manner while supporting high standards across our service area.