Flat Clearance Battersea - Complaints Procedure

Purpose and scope: This complaints procedure sets out the formal process for raising concerns about our flat clearance services in Battersea and adjacent service areas. It applies to complaints about removal of household items, rubbish collection, waste disposal and related clearing works for flats and apartments. The objective is to ensure that every complaint is handled promptly, fairly and with a clear record of resolution steps. We aim to improve service delivery and to maintain professional standards while complying with relevant waste management obligations.

Our approach is structured to be proportionate and transparent. Complaints may concern scheduling, damage during clearance, perceived failure to remove specified items, pricing disputes or other service shortfalls. While this document refers to flat clearance services in Battersea and nearby coverage areas for clarity, the procedure is generic and avoids unnecessary local specifics. All issues will be processed according to the stages below, with emphasis on evidence, timeframes and impartial review.

How to lodge a complaint: Formal complaints should be submitted in writing, including a concise description of the issue, dates and any relevant booking reference. Please provide supporting evidence such as photographs, item lists or witness accounts where available. Complaints that are incomplete may be acknowledged and the complainant asked to supply missing details before a full investigation commences.

Acknowledgement and initial response

On receipt of a formal complaint the company will send an acknowledgement within three working days. The acknowledgement will summarise the complaint, the expected timetable for investigation and the name or role of the person assigned to the case. The initial response will indicate whether any immediate remedial action is being taken, such as arranging an inspection or proposing a provisional interim resolution.

Investigation process: The complaint will be investigated by an appropriately authorised staff member who was not directly involved in the contested clearance if possible. The investigator will review booking records, photographs, staff notes and any correspondence. Where necessary an on-site inspection will be arranged. The aim is to complete the investigation and provide a full response within 15 working days of the acknowledgement, unless exceptional circumstances apply.

Resolution options

Following investigation, outcomes may include one or more of the following remedies: a written explanation, correction of any operational error, partial or full refund where contractual failure is established, offer of complimentary corrective work, or other proportionate compensation. Each decision will be recorded and justified in the case file. Remedies will be offered based on findings and the proportionality of the remedy to the impact experienced by the customer.

Escalation and review: If the complainant is not satisfied with the outcome of the initial investigation they may request an internal review. The review will be carried out by a senior manager or an independent reviewer within the organisation who was not involved in the original investigation. The request for review should set out the reasons why the proposed resolution is unsatisfactory and any additional evidence the complainant wishes to have considered. The review decision will be issued within a further 15 working days.

Record keeping and confidentiality: All complaints are logged and retained for monitoring and compliance purposes. Records include the original complaint, evidence supplied, investigation notes, communications with the complainant and the final outcome. Personal data collected during the complaints process will be handled in accordance with applicable data protection requirements and only used for the purpose of investigating and resolving the complaint.

Independent adjudication: If, after internal escalation, the complainant remains dissatisfied they may seek independent alternative dispute resolution where available. The company will consider mediation or referral to an agreed independent body where appropriate. Use of independent adjudication is at the discretion of the parties and may be subject to terms agreed at that stage. This step is intended to provide a last resort external review without immediate recourse to formal legal action.

Timeframes and fairness: Complaints will be dealt with as quickly as practicable, taking account of the complexity of the matter. Where additional time is required the complainant will be informed of the reasons for the delay and given a revised completion date. The company commits to handling complaints fairly and objectively, ensuring impartial investigation and avoiding conflict of interest in decision-making.

Outcomes, remedies and limitations: Remedies are applied where a breach of the agreed service or reasonable standards is demonstrated. Compensation will not be offered where loss arises from factors outside the company’s control or from insufficient evidence. The company may, however, offer goodwill gestures in appropriate circumstances even where contractual liability is not established, provided such gestures are proportionate and documented.

Continuous improvement: Complaints are reviewed periodically to identify trends and training needs. Lessons learned from upheld complaints will inform operational changes to reduce recurrence. This complaints procedure is part of the company’s wider commitment to quality management for flat clearance and rubbish removal services. By maintaining a clear, recorded and fair complaints handling process we seek to protect customer interests and maintain high service standards across our service area.