Complaints Procedure for Barking House Clearance

This complaints procedure explains how to raise concerns about our house clearance and rubbish removal services. It is intended to be clear, fair and accessible so customers can understand how issues are handled. Our aim is to resolve problems promptly while maintaining professional and respectful communication at every step.

We accept complaints from any client who has used our domestic clearance, bulk waste removal or house clearing services in the general service area. Complaints can relate to service quality, missed collections, worker conduct, or handling of items. This policy covers the internal process used by the clearance team to investigate and respond to issues.

When you make a complaint we will treat it seriously and ensure confidentiality where appropriate. The complaint will be recorded in our customer care log and assigned a reference number. That reference helps us track progress and ensures accountability, enabling better future service for customers across our rubbish collection and clearance operations.

Step 1: Acknowledge. Within three working days we aim to acknowledge receipt of a formal complaint and provide the complaint reference. Acknowledgement confirms who is handling the review and the expected timescale for a substantive response.

Step 2: Investigate

We will investigate the details of the complaint by reviewing job notes, speaking to staff involved and, if necessary, visiting the property or collection site. Where possible we will ask the complainant for any photographs or documents that clarify the concern. This helps us reach an accurate and timely conclusion.

Investigation may include interviews with crew members, checks of vehicle logs and review of any health and safety considerations. We keep a clear record of findings and decisions. If further information is required from the customer, we will request it politely and set a reasonable deadline for a reply.

Outcome and Resolution

After investigation we will communicate the outcome, explain any remedial steps and offer appropriate remedies where service standards were not met. Remedies might include recollection, partial refunds, or corrective measures such as additional training for staff. We aim to apply remedies proportionate to the issue.

Where a complaint highlights a systems issue, we will implement corrective actions to reduce the risk of recurrence. Examples include process updates, improved job briefing, or changes to waste handling procedures to better protect customers' property and ensure compliance with regulations.

We will always provide a clear timeline for remedy and follow up to confirm completion. If more time is required to resolve complex matters, we will inform the complainant and provide regular progress updates.

Escalation: If the customer is not satisfied with the initial outcome they may request a formal review by senior management. The escalation process is internal and aims to offer an impartial reassessment of the evidence and decision. A second-stage review will be completed within a stated period and recorded.

Independent review options are available for certain complaints where legislation or industry standards apply. We will advise customers of any external review body relevant to the matter when internal processes are exhausted and where such escalation is allowed by regulation.

Fair treatment and transparency are central. We strive to avoid conflict of interest during reviews and to use impartial personnel to conduct second-stage investigations, ensuring balanced outcomes based on facts.

Recording and learning: All complaints are logged to support continuous improvement across our house clearance and rubbish services. Metrics such as response times, common causes and remedy success rates are reviewed periodically to refine operations and staff training.

We use lessons learned to update policies, improve customer communications and reduce similar incidents. These improvements are part of our commitment to reliable waste removal, household clearance and responsible disposal practices that respect customers' property and the wider environment.

Closing a complaint: Once resolved the complaint record will be closed with a summary of actions taken. Customers are informed of the closure and provided with the final explanation of outcome and any agreed remedies. Records are retained in line with our data retention policy to ensure compliance and enable future reference.

Accessibility and support: We will make reasonable adjustments to ensure everyone can raise concerns, offering alternative communication formats where required. This includes written summaries, easy-to-read explanations, or liaison through an authorised representative if requested.

We encourage open, constructive communication throughout the complaints process. Our team will remain courteous, and we expect the same standard of respect from complainants. Abusive behaviour may result in restricted contact while the complaint is still processed.

Finally, this complaints procedure is part of our commitment to high-quality house clearance, rubbish collection and waste management services. By handling issues fairly and openly we aim to maintain trust and continually improve the service experience for all customers across our service area.