Complaints Procedure for House Clearance Belmont

Team assessing house clearance site at start of job This document sets out the formal complaints procedure for House Clearance Belmont and related rubbish removal services in the wider service area. It explains how concerns are raised, investigated and resolved by the clearance company. The purpose is to create a clear, fair and transparent pathway for anyone unhappy with the standard of a clearance, skip hire or waste collection visit.

The scope of this procedure covers domestic and commercial house clearance, bulk rubbish collection and associated clearance activities. Belmont house clearance teams and partner contractors are included where services are delivered under the company’s control. This policy does not replace statutory rights, but complements them by detailing our internal handling and resolution steps.

Customer documenting issue with clearance service Anyone who experiences a problem with a clearance job may lodge a complaint. Complaints can relate to missed collections, damage to property, unacceptable behaviour, late arrival, improper disposal or concerns about safety and compliance. Complaints should be factual, with dates and descriptions where possible, to help the investigation proceed efficiently.

How to Raise a Complaint

Initially, we ask customers to seek an informal resolution by reporting the issue to the operative on site or the office handling the booking. Many issues can be resolved promptly at this stage. If an immediate resolution is not possible, the complainant will be advised of the formal process and expected timescales.

To assist a prompt response, please include key details such as the booking reference, service date, location of the collection, and the name of the operative if known. The following information is useful:

Nature of the complaint (missed collection, damage, staff conduct)
Relevant dates and times
Any supporting photos or documentation

Anyone acting on behalf of a customer should confirm they have authority to raise the complaint. Where a third party raises concerns, we will seek consent from the account holder before sharing sensitive details. This protects privacy while enabling effective action.

Formal Complaint Process

When informal steps do not resolve the issue, submit a formal complaint which will be recorded and allocated to a complaints handler. The formal stage ensures a thorough review and impartial investigation. It is designed to be timely, consistent and documented.

Investigator reviewing evidence and paperwork On receiving a formal complaint, the company will acknowledge receipt in writing within a stated period and provide an initial point of contact. The acknowledgement will outline the next steps, approximate investigation timescale and the person responsible for handling the matter.

Investigations will gather relevant information from operatives, third-party contractors and any witnesses. Evidence such as photos, vehicle logs and disposal receipts may be reviewed. The complaint handler will keep a clear audit trail of enquiries and findings to support the outcome decision.

Investigation, Outcomes and Remedies

The investigation aims to determine what happened, why it occurred and what remedial action is appropriate. Possible outcomes include an apology, partial or full refund, repeat of the service, or remedial repairs where the clearance activity caused damage. Decisions will be proportionate to the evidence and impact.

Confidentiality is maintained throughout the process. Records are limited to those who need to know, and personal data is handled in line with data protection obligations. We will not disclose confidential commercial information unnecessarily during an investigation.

If the complaint identifies a failing in operational practice, the company will take steps to update procedures, retrain staff or change supplier arrangements. The emphasis is on preventing recurrence as well as addressing individual grievances.

Timescales and Escalation

We aim to acknowledge formal complaints within five working days and to conclude most investigations within 20 working days. Complex matters involving third parties or regulatory checks may take longer; in such cases we will provide interim updates and an explanation for the delay.

Senior manager reviewing escalated complaint If the complainant is dissatisfied with the outcome, there is an internal escalation route to a senior manager not involved in the original decision. This review will consider whether the original investigation was thorough and whether the remedy was appropriate.

Final review and records update after complaint resolution If, following escalation, the complainant remains unsatisfied, they are entitled to seek independent advice or pursue external resolution routes. Examples include consumer protection bodies or appropriate industry ombudsmen where available. This does not preclude legal remedies where statutory rights apply.

Record Keeping and Continuous Improvement

All complaints and outcomes are logged and reviewed periodically to identify trends or recurring issues within our house clearance and rubbish removal operations. These reviews inform service improvements, training priorities and contractor management to enhance overall quality.

Retention of records follows the company’s retention policy and legal obligations. Records kept for analysis and audit are stored securely and access is restricted to authorised personnel only.

Our aim is to ensure complaints are resolved fairly and quickly, restoring confidence in our Belmont clearance services and contributing to better service across the operational area. Regular review of this complaints procedure ensures it remains fit for purpose and aligned with good practice.