Complaints Procedure — Shoreditch House Clearance and Rubbish Removal Services

Purpose: This complaints procedure sets out how Shoreditch House Clearance and associated rubbish removal services manage, investigate and resolve concerns raised by customers. It explains the steps we take to handle complaints about house clearance Shoreditch operations, waste collection and site conduct. Our aim is to provide a clear, fair and timely process so that issues with house clearance services are resolved and improvements are made.

Scope: This procedure applies to all issues arising from Shoreditch waste removal, including domestic house clearances, garden waste collection, bulky rubbish removal and items handling. It covers complaints about the quality of service, missed collections, damage, scheduling problems and disposal concerns. The process is intended to be impartial and to protect both customer and staff rights while promoting best practice across our rubbish removal service area.

How to raise a complaint: Please submit your concern through the method you used to book the service or via the designated complaint channel provided on your booking documentation. When making a complaint, include:

• Booking reference or job number (if available)
• Date and time of the service or incident
• A clear description of the issue and any relevant photos or evidence
• Names of staff involved where known

Acknowledgement and Timeframes

We will acknowledge receipt of your complaint promptly. An initial acknowledgement will be issued within five business days of receipt. We aim to complete a full investigation and provide a response within twenty working days. If additional time is required to investigate complex matters such as hazardous waste handling, we will notify you with an explanation and an expected timescale for resolution.

Investigation process: Complaints are logged and allocated to an investigator who is independent of the operational team involved where practical. Investigations may include review of job records, CCTV where available, photographs, waste transfer documentation and interviews with staff or third parties. We keep records of findings and decisions for accountability and future service improvement.

Resolution and Remedies

Possible outcomes following an investigation include:

• An apology and explanation of what occurred
• Offer to re-attend the property to rectify the service where practical
• Partial or full reimbursement where service failure is confirmed
• Referral to a specialist disposal contractor for hazardous items when required

Escalation: If you are not satisfied with the initial outcome, complaints can be escalated internally for a senior review. This internal appeal will be handled by a manager not previously involved in the case and will aim to conclude within a further ten working days. The escalation stage is intended to provide an independent reassessment of the facts and any corrective actions.

Environmental and regulatory concerns: Complaints concerning environmental harm, illegal dumping, or hazardous waste handling will be given high priority. Where incidents potentially involve regulatory requirements, our response will include assessment against waste duty of care standards and may involve liaison with appropriate agencies where law or regulation requires reporting. We will inform you of any such referrals without sharing confidential operational details.

Confidentiality and records: All complaints are treated in confidence and the information retained is used only for investigation, operational improvement and regulatory compliance. We maintain records in accordance with data protection principles and retain case files for a defined retention period to support continuous improvement in our rubbish removal operations.

Alternative dispute resolution: Where an internal escalation does not resolve the matter, customers may be advised of independent dispute resolution options that are appropriate to the nature of the complaint. These independent avenues are considered when a fair and binding outcome is required and where such schemes apply to waste handling and house clearance disputes.

Preventing recurrence: Following a complaint, corrective actions may include staff retraining, amendments to operational procedures, additional site checks and service monitoring. We use complaint outcomes as a source of continuous improvement to reduce repeat incidents and to strengthen the safety and reliability of house clearance and rubbish removal services across our service area.

Commitment: Shoreditch House Clearance is committed to resolving complaints swiftly and fairly, learning from each case and maintaining high standards of service. We take concerns seriously and treat every complaint as an opportunity to improve. This procedure is reviewed periodically to reflect changes in legislation, best practice and customer expectations across our waste removal operations.