Complaints Procedure — Hillingdon House Clearance

At Hillingdon House Clearance we take every concern seriously. This page explains our formal complaints process for house clearance and rubbish removal services. It is designed to be clear, fair and accessible whether you raise an issue about a single job or an ongoing clearance contract. The aim is to resolve complaints promptly and to learn from every incident.

Scope and purpose

This procedure covers complaints relating to domestic and commercial house clearance, rubbish collection, disposal and associated services. It does not replace legal rights or statutory remedies, and it is not a substitute for emergency reporting or health and safety escalation. Complaints may be about service quality, conduct on site, timing, charging disputes or disposal concerns.

How to raise a complaint

We encourage customers to put concerns in writing where possible. On receipt we will acknowledge the complaint and confirm the next steps. If you prefer to explain issues verbally, the procedure still applies; a written record will be made to ensure consistency and fairness.

Stage 1 — Acknowledgement and initial review

Within three working days we will acknowledge the complaint and assign a case handler. The initial review will identify the facts, review any booking notes, job sheets and photographic evidence, and determine whether a site revisit or further information is needed. We aim to be transparent about the scope of our review.

Investigation process

The investigation may include speaking to staff who attended the job, examining evidence such as photographs and vehicle logs, and reviewing disposal paperwork. Investigations are conducted by a trained complaints officer who is independent of the operational team where possible. Our intention is to be thorough, fair and unbiased.

Timeframes and updates

We aim to complete an initial investigation within 10 working days. If the matter is complex and requires additional time, we will inform you and provide an estimated completion date. Regular updates will be offered, and you will be advised of interim findings prior to any formal decision.

Resolution and remedies

Possible outcomes may include an explanation, an apology, a refund or a partial refund, a discount on future services, a repeat visit where practical, or changes to internal processes. Remedies will be proportionate to the issue identified. Any remedial action will be recorded and monitored to ensure completion.

Where appropriate, we will provide a written summary of the investigation and outcome. This will set out:

• What was found;
• Why it happened;
• What we will do about it;
• How we will prevent recurrence.

Escalation and independent review

If you are dissatisfied with the outcome of the initial investigation you may ask for an internal review. The review will be carried out by a senior manager not previously involved in the case. Where an internal review does not resolve the matter to your satisfaction, we will explain any external review options that may be available, such as industry ombudsmen or regulatory bodies, without providing direct contact details here.

Unacceptable behaviour and limitations

We expect interactions to be respectful. Persistent, abusive or malicious complaints may be limited or closed where appropriate. Similarly, complaints raised beyond a reasonable time after the service has been completed may be subject to limitations if we cannot investigate effectively due to loss of evidence. Decisions to limit or close complaints will be documented and the reasons explained.

Record keeping, confidentiality and learning

All complaints and findings are recorded for the purposes of quality assurance, compliance and training. Records are retained in line with our data retention practices. Information gathered during complaints handling is treated as confidential and shared only with those who need it to investigate and implement remedies.

Monitoring and continuous improvement

We use complaint data to monitor performance and to drive improvements in our house clearance and rubbish removal services. Trends are reviewed regularly and used to update procedures, training and operational standards. This is part of our commitment to provide a reliable, safe and accountable service.

Legal rights and final notes

Raising a complaint does not affect your statutory rights. This procedure is provided to assist in resolving disputes quickly and fairly. If a complaint relates to alleged criminal activity, health and safety breaches, environmental harm or significant legal issues, we may need to involve the appropriate authorities in line with our legal obligations.

Conclusion

We are committed to resolving issues in a clear and principled manner. The complaints process described here aims to be accessible, proportionate and effective for customers using clearance and rubbish removal services. By responding constructively to concerns, Hillingdon house clearance and associated teams seek continuous improvement in service delivery.