Complaints Procedure for Southgate House Clearance
Purpose and scope. This document sets out the formal complaints procedure for Southgate House Clearance and related clearance and rubbish removal services. It explains how concerns about our house clearance, waste removal and rubbish collection activities are recorded, investigated and resolved. The aim is to provide a clear, fair and prompt process that protects customer rights while supporting service quality improvements. This page applies to complaints about any aspect of the clearance service, including scheduling, removal practices, site care and billing questions.
How to raise a concern
Raising an issue: If you are not satisfied with any part of the house clearance or rubbish removal service, you should report the matter as soon as reasonably possible. Where possible, provide a clear summary of the concern, including relevant dates, a brief description of the incident and any reference numbers connected to the appointment. Complaints will be treated seriously, and we aim to acknowledge receipt quickly so that the matter may be progressed. Please note: this procedure is intended for formal complaints only and does not replace general enquiries or routine queries.
Acknowledgement and initial response. We will acknowledge complaints promptly, typically within three working days of receipt. The acknowledgement will confirm who is handling the case and outline the expected process. If a complaint is urgent — for example, where there is a safety concern or an immediate risk of environmental impact — it will be prioritised and dealt with on an accelerated timeline. Our staff will provide clear updates and an expected timescale for resolution.
Investigation process
Investigation and fact-finding. Once acknowledged, the complaint is investigated by the appropriate team. This may involve reviewing job records, interviewing personnel involved in the clearance, inspecting relevant photographs or site notes and checking any waste transfer documentation. Investigations strive to be thorough and impartial. Evidence is carefully considered so that outcomes are fair and based on the available facts.
Resolution stages. Our complaints procedure follows a two-stage internal process: initial review and formal review. The initial review seeks a prompt resolution, often within ten working days, by addressing straightforward operational issues or offering local remedies such as arranging a return visit or clarifying charges. If the complainant remains dissatisfied, a formal review is undertaken by a senior manager who will complete a more detailed assessment and propose a final resolution.
Escalation options and external review. If a complainant is not satisfied after the internal formal review, information will be provided about external dispute resolution bodies relevant to waste industry services and consumer rights. This step outlines how to access independent review mechanisms without supplying contact details. The aim is to ensure an impartial way to consider unresolved issues related to house clearance, waste disposal and rubbish removal services.
Possible outcomes and remedies. Outcomes depend on the findings of the investigation. Where a complaint is upheld, remedies may include:
- an apology and explanation of what went wrong,
- a corrective visit to resolve any remaining issues,
- partial or full adjustment of charges where appropriate,
- changes to operational procedures to prevent recurrence.
Record keeping and confidentiality. All complaints are logged and retained in line with operational record-keeping practices. Records include the complaint details, investigation notes, correspondence and the outcome. Confidentiality is respected: information is shared only with those who need to know for investigation and resolution. Records are used constructively for training and process improvement in house clearance operations and rubbish collection services.
Continuous improvement. Complaints are treated as opportunities to improve our clearance and waste removal services. Trends and recurring issues are monitored so that operational changes can be implemented. Staff training, procedural updates and supplier reviews may result from complaint findings to enhance reliability and customer satisfaction. We are committed to learning from mistakes and reducing the likelihood of repeat problems.
Final notes. The procedure described here is intended to be transparent and accessible while balancing the needs of customers and the organisation. It provides a structured approach to handling disputes about house clearance, waste management and rubbish removal services in a fair, timely and consistent manner. The process emphasises clear communication, documented investigation and practical outcomes, all designed to improve service delivery and ensure complaints are resolved appropriately and professionally.