Complaints Procedure for Islington House Clearance

This complaints procedure sets out how Islington House Clearance and related house clearance services handle concerns from customers and stakeholders about rubbish removal, waste clearance and associated clearing work. It is intended to be clear, accessible and fair so that anyone affected by our house clearance Islington services understands the steps we take to acknowledge, investigate and resolve complaints. The policy applies to domestic and commercial house clearance work, rubbish collection activities and any ancillary services provided under the umbrella of our clearing operations. We emphasise prompt attention, respectful communication and continuous improvement.

Our commitment to fair handling

We are committed to treating every complaint seriously and impartially. When you raise an issue about rubbish removal Islington or any waste clearance work, we will aim to act with professionalism and transparency. Our staff are trained to be courteous and to document concerns accurately. We will explain the stages of the process clearly, set realistic timeframes and ensure that the customer is kept informed. This approach supports consistent outcomes and helps to reduce repeated problems across our removal and clearance services.

Scope of complaints

Complaints may relate to service quality, missed collections, damage during clearing, incomplete waste removal, pricing issues or conduct of operatives. Examples of matters we will investigate include:

• Failure to follow agreed house clearance schedules
• Poor handling of recyclable materials or hazardous waste
• Allegations of negligent treatment of property during clearance

Note: This document does not cover statutory appeals or matters already subject to legal proceedings, which are handled through separate channels.

How to raise a complaint

If you have a concern about a house clearing service or a rubbish removal task, please submit a clear description of the issue. Include dates, locations, job references and a concise account of what occurred. While we do not publish contact details in this policy, complaints should be made in written form where possible to ensure accuracy; we also accept reports from authorised representatives acting on behalf of the customer. Provide any supporting evidence such as photos, invoices or witness statements to help our investigation proceed efficiently.

Initial acknowledgement and assessment

After receipt, the complaint will be acknowledged promptly and logged in our complaints register. An initial assessment will identify whether the issue is operational, technical or disciplinary. We aim to acknowledge all complaints within three working days and to conduct an initial review within ten working days. If further information is required, we will request it and agree revised timescales with the complainant. The assessment stage determines whether mediation, onsite inspection or a detailed investigation is appropriate.

Investigation process and timescales

Investigations are carried out proportionately and may include interviews with operatives, review of job sheets, examination of waste transfer records and an inspection of the affected premises. We aim to conclude standard investigations within 20 working days. Complex cases, for example those involving third parties or hazardous waste, may require longer; in such instances we will provide written updates and expected completion dates. Throughout, we apply a principle of impartial review and aim to identify root causes to reduce future recurrence in our waste clearance operations.

Resolution and remedies

Outcomes may include remedial work, a partial or full refund, repeat clearance at no additional charge, or corrective training for staff. We will record the remedy chosen and the reasons for it. Where appropriate, we will also take systems-level actions such as revising procedural guidance or updating risk assessments for rubbish collection and removal activities. Any resolution offered will be tailored to the nature and severity of the complaint and aimed at restoring confidence in our house clearance services.

Escalation and independent review

If a complainant is not satisfied with the proposed resolution, they may request escalation to a senior manager or a formal review panel within our organisation. We will provide details of the escalation steps and an expected timeline for review. In some cases, when internal resolution is exhausted, parties may be directed to an independent alternative dispute resolution (ADR) body appropriate to waste and service disputes; this policy outlines the internal escalation route but does not substitute for any statutory rights the complainant may hold under consumer protection or environmental regulations.

Records, confidentiality and improvement

We maintain a secure record of complaints, investigations and outcomes to ensure transparency and to inform continuous improvement in our house clearance Islington and wider rubbish removal operations. Records are kept in accordance with data protection standards and retained only for as long as necessary for business, regulatory and audit purposes. Confidentiality is respected throughout: personal information is accessed only by staff involved in the investigation and by authorised reviewers. Aggregated complaint data is reviewed regularly to identify trends and to implement preventive measures across our clearance and waste management services. Monitoring and review of this complaints procedure takes place periodically to ensure it remains effective and proportionate to the needs of customers and the operational realities of waste clearance.