Complaints Procedure — South Kensington House Clearance

Purpose and scope. This document describes the complaints procedure for South Kensington House Clearance and associated clearance services. It applies to issues arising from domestic and commercial property clearances, rubbish removal, waste collection and disposal work carried out by our clearance teams. The aim is to provide a clear, fair and timely route for customers to raise concerns and obtain resolution. We are committed to learning from complaints and improving our clearance service standards.

Principles we follow

We handle complaints with respect, impartiality and confidentiality. Complaints will be treated seriously and investigated fully. Our principles include prompt acknowledgement, proportionate investigation and transparent outcomes. Customers can expect courteous treatment, clear information about next steps and an explanation of the remedy when a complaint is upheld. We will also respect customer privacy throughout the process.

How to make a complaint. You may raise concerns verbally or in writing. When you contact us, please provide:

• the date and location of the clearance or rubbish removal service,
• a concise description of the issue,
• any reference number associated with the booking, and
• the desired outcome you seek (for example corrective work, refund or formal apology).

Acknowledgement and initial response

We will acknowledge receipt of your complaint promptly. We aim to provide a first response within three working days that outlines the next steps and the person responsible for handling the matter. If additional information is needed to progress the case, we will advise you of what is required and reasonable timeframes for supplying that information. Timely communication helps us reach a resolution faster.

Investigation: complaints are reviewed by a trained member of our team who was not directly involved in the job if practicable. The investigation may include reviewing records, speaking to crew members, visiting the site and examining any photographic or documentary evidence supplied by the customer. We seek to be objective and will record findings, decisions and reasoning to ensure transparency.

Resolution options and outcomes. Depending on the nature of the complaint, potential outcomes include an explanation of events, an apology, partial or full refund, repeat of the clearance work, or other remedial action such as additional rubbish collection or correct disposal methods. Where appropriate we will consider compensation for verifiable loss linked to the service failure. All outcomes will be documented and shared with the complainant.

Standards of service: our teams are expected to follow safe working practices, treat property respectfully and comply with waste regulation and recycling standards. When issues relate to behaviour, missed items, or incorrect disposal procedures, the complaint record will specify the standard breached and the measures taken to prevent recurrence. These measures may include refresher training, revised operating procedures or changes in crew allocation.

Escalation within our organisation. If you are not satisfied with the initial outcome, the complaint can be escalated for senior review. The escalation will be handled by a senior manager who will re-evaluate the investigation, speak with relevant staff, and provide a final internal decision. Where a final decision requires further action, we will advise on implementation timelines.

Record keeping and confidentiality: all complaints and related records are retained securely for a defined period to enable review, audit and continual improvement. Personal information collected during the complaints process is used only for complaint handling and service improvement in accordance with our data handling standards. Records are treated confidentially and shared only with staff who need them to investigate and resolve your concern.

Continuous improvement: complaints are an important source of learning. Each upheld complaint is logged and analysed to identify trends that affect our rubbish removal, clearance service or waste management processes. We use this analysis to refine training, tighten procedures and enhance customer communication so that similar problems are less likely to happen again.

Appeals and external review. If a complainant remains dissatisfied after internal escalation, we will explain options for independent review where available. This may involve mediation or referral to an independent dispute resolution body relevant to clearance and waste services. Customers retain their legal rights, and any mention of external processes is for clarity rather than instruction; we avoid detailed legal guidance here.

Final notes and commitments. Our objective is to resolve complaints fairly, restore confidence in our South Kensington house clearance and rubbish removal offerings, and improve the overall quality of our clearance activities. We commit to learning from every complaint, communicating openly about outcomes and implementing improvements. For transparency, we will keep summaries of outcomes to inform service development while protecting individual privacy. Thank you for helping us maintain high standards in clearance and waste services.