Complaints Procedure for Leyton House Clearance
Purpose and scope: This Complaints Procedure sets out how Leyton House Clearance and associated rubbish removal services will handle concerns about our house clearance, rubbish collection and waste disposal activities. It explains who may raise a complaint, what information is useful, expected timescales and the steps we take to investigate. The procedure applies to disputes arising from service delivery, pricing clarity, damage allegations and disposal practices relating to house clearance and local rubbish clearance operations.
Who may complain: Anyone who has used or been directly affected by our house clearance services or a related rubbish collection activity may submit a formal complaint. Complaints can be made by property owners, tenants, authorised representatives or third parties with a clear, demonstrable interest. Complaints must be factual, include dates, locations and a concise summary of the issue. We treat each case fairly and impartially.
Initial acknowledgement and timescales: After receiving a complaint we will acknowledge it promptly. An acknowledgement will confirm receipt and outline the next steps. Standard acknowledgement is within 3 working days. We aim to complete an initial assessment within 10 working days of receipt, and we will advise if a longer investigation is required for complex house clearance disputes or where third-party information is needed.
How to Raise a Complaint
Start your complaint by clearly describing the event: date, time, crew details if known, a summary of the problem and desired remedy. If available, include photographs, invoices, booking references and any other supporting documentation. Where a service request sequence is relevant, a concise timeline is helpful. Our house clearance team treats all documented concerns seriously and uses them to improve local rubbish clearance standards.
Investigation process: Each complaint is assigned to a trained investigator who will gather all relevant information, review records of the clearance job, speak with involved staff and, if needed, consult external contractors or disposal facilities. Investigations are conducted with due regard to privacy and data protection. We aim to complete in-depth investigations within 20 working days; where additional time is required we will inform the complainant and provide progress updates.
What we look at during an inquiry: chain of custody for waste items, vehicle logs, crew statements, site photographs, waste transfer documentation and compliance with environmental obligations. We will determine whether any operational errors occurred, whether charges were accurate and whether any compensation, remedial work or corrective action is appropriate.
Escalation and Independent Review
Possible outcomes and remedies: Remedies can include a clear explanation of findings, a written apology where appropriate, partial or full credit, repeat work to correct a service shortfall, or agreed steps to remediate damage. In matters involving alleged waste mismanagement, we will explain disposal routes used and, where necessary, remedial waste handling steps. All remedies are proportionate to the issue and documented.
Escalation options: If the complainant is not satisfied with the outcome, they may request an internal review by a senior manager. The internal review will reassess the facts and the original decision to confirm whether the outcome was reasonable. For certain categories of dispute we may offer mediation or suggest an independent third-party reviewer where both parties agree; this step is intended to provide an impartial resolution without resorting to formal legal action.
Record keeping, confidentiality and learning: All complaints and their outcomes are recorded and retained in accordance with data protection policy and retention schedules. Records inform service improvement and training for our house clearance teams across the service area. Confidentiality is maintained throughout except where disclosure is required by law or regulatory obligation. We use complaint trends to improve safety, compliance and customer experience in local rubbish clearance operations.
Final notes: Our aim is to resolve complaints fairly, transparently and as quickly as possible. We expect complainants to provide accurate information and to behave respectfully during the process. Repeated or abusive submissions may be managed under a separate conduct policy. This complaints procedure is intended to be accessible and to promote continuous improvement in house clearance and rubbish removal services.
Rights and responsibilities: While this document sets out our internal procedure, it does not replace statutory rights. Complainants remain free to pursue other legal or regulatory channels if they wish, but we encourage the use of this process first to achieve prompt, practical remedies.
Scope of application: The procedure applies across our service area for house clearance, domestic rubbish removal, commercial clearance work and related waste management activities; references in this policy to ‘we’ and ‘our’ mean Leyton House Clearance and its authorised personnel. The policy is reviewed periodically to ensure it reflects operational changes and legal requirements.