Complaints Procedure for House Clearance Seven Kings

Purpose and scope: This complaints policy explains how House Clearance Seven Kings and associated clearance teams handle concerns about rubbish removal, waste clearance and related clearance services. It applies to all queries and complaints about domestic and commercial clearance work carried out by our operatives, including hazardous-item handling, bulky waste pickup and general estate clearance. Maintaining trust and improving service are central aims, and the procedure sets out clear stages: acknowledge, investigate, resolve and record.

We encourage customers to raise issues promptly. In most cases a simple discussion with the crew or the on-site supervisor will resolve matters quickly. If that immediate, informal approach does not achieve a satisfactory outcome, the formal complaint route below should be used. This policy is designed to be fair, impartial and timely, with emphasis on restoring service quality and finding a practical remedy rather than assigning blame.

Acknowledgement and initial response: All complaints will be acknowledged in writing or by electronic message within three working days of receipt. The acknowledgement will include the expected timescale for a full reply and the name of the person handling the case. The team aims to provide a substantive response within 10 working days; where investigations require more time an interim update will be provided and a revised completion date proposed.

Investigation process

When a complaint is logged the assigned investigator will collect information from the crew, review job records and inspect any relevant site notes or photographic evidence. Our investigators seek to be objective and thorough, checking job sheets, waste transfer notes and disposal records to determine what occurred. Customers are asked to provide dates, descriptions and any supporting material to help the review.

Typical elements considered during investigation include:

• service date and team details,
• scope of cleared items and any exclusions,
• evidence of damage or health and safety concerns,
• disposal route and documentation for recyclable items.

Where appropriate, the investigator may propose a site visit or request the return of photographs or receipts to support findings.

If the complaint is upheld, remedies may include corrective action such as re-attending to complete missed work, arranging alternative disposal for incorrectly processed items, offering a partial refund, or providing a goodwill gesture in appropriate cases. Decisions are made with proportionality in mind and focused on practical solutions that restore confidence in our clearance services and rubbish removal standards.

Escalation and review

If a customer is dissatisfied with the investigator's decision, the complaint may be escalated to a senior manager for an independent review. Escalation should be requested within ten working days of the outcome notice, and the review will be completed within a further 15 working days where possible. The escalation process re-examines the evidence and may involve fresh interviews, further site inspection or consultation with external waste specialists when technical disposal issues arise.

We recognise that some disputes relate to regulatory interpretations or third-party actions beyond our immediate control. In such cases we will explain the limits of our authority and, when relevant, outline third-party or industry-level options without directing customers to specific external contacts. Our priority is to clarify responsibilities and pursue the most effective internal resolution.

Confidentiality is respected throughout. Personal information collected during the complaints process will be handled in accordance with data protection standards and only used to investigate and resolve the issue. Documents and correspondence are retained on secure systems for quality assurance and auditing purposes.

Record keeping and continuous improvement are core outcomes of complaint handling. All complaints are logged and categorised to identify trends in service delivery, crew training needs, or gaps in operational procedures. Learning points lead to updated protocols, refreshed training, and changes to equipment or waste handling practices to prevent recurrence of the same issues.

Closure and outcome letters explain the resolution, any actions taken, and the rationale behind decisions. A closed case will include recommended follow-up steps where appropriate and confirmation that the matter has been resolved to the extent possible. If compensation is offered it will be proportionate to the inconvenience or loss, and documented as part of the case record.

Commitment to clear communication: We are committed to handling complaints about house clearance and rubbish removal services professionally and transparently. Our aim is to resolve disputes quickly, learn from each instance and strengthen service delivery for future customers. This procedure applies to the full range of local clearance services, from single-room cleanouts to large-scale property clearances, ensuring consistency and fairness in how concerns are addressed.