Complaints Procedure for Neasden House Clearance

Scope and Purpose

This complaints procedure explains how Neasden House Clearance and associated rubbish removal services manage and resolve formal complaints from customers. It applies to all aspects of a clearance job, including booking, on-site waste clearance, disposal methods, and aftercare. The aim is to provide a fair, transparent and timely process so that customers understand their options and our responsibilities. If you believe a service has fallen short of expectations, this page sets out the stages for raising concerns and how we respond.

The procedure covers domestic and small commercial house clearance, rubbish collection and waste clearance services carried out by our team. It is designed to be accessible and proportionate: we treat every complaint seriously and investigate with due care. Our focus is on practical remediation — for example, rectifying a missed item, reviewing disposal records, or clarifying charges — while ensuring compliance with relevant waste management standards.

Complaints may relate to safety, property damage, missed collections, billing disputes or perceived unprofessional conduct. To be effective, the process asks for clear, concise information about the issue, including dates, locations, and any supporting details. We encourage submission of the relevant booking reference where available and a brief description of the desired outcome; however, absence of a reference will not prevent us from investigating.

How to Raise a Complaint

When a customer raises a concern, our team first seeks to resolve it informally and quickly. This initial stage may involve an explanation of our working practices, a review of job notes, or an offer of a practical remedy. Many issues can be resolved at this stage without requiring escalation. If the customer remains dissatisfied, the complaint is escalated to a formal review.

The formal complaint stage triggers a documented review, during which a senior member of staff examines the case and liaises with the crew, the person who booked the job, and any third parties involved in disposal or recycling. The reviewer will record findings, consider remedial options, and communicate a proposed resolution. Resolutions might include partial refunds, repeat visits to collect missed items, or clarification of invoicing.

We aim to acknowledge receipt of a formal complaint within two working days and to provide a substantive response within 10 working days where possible. Where a full investigation will take longer — for instance, when third-party waste transfer documentation is required — we will inform the complainant of an expected timescale and provide interim updates. Our approach is to be transparent and to keep affected parties informed.

Investigation and Evidence

Investigations are structured and evidence-based. We review job records, photographic evidence where available, crew reports, vehicle logs and any correspondence. We take statements from staff involved and, where appropriate, third-party contractors. Our objective is to establish the facts and to assess whether service standards were met in line with industry practice for house clearance and rubbish removal.

Possible outcomes of an investigation include a determination that the service met contractual standards, identification of procedural improvements, or an admission of fault with an offer of remedial action. We document conclusions and keep a record of the complaint and its resolution to support continuous improvement across our waste clearance operations.

If a complaint concerns alleged damage to property, the investigation will consider photographic evidence, timing, and the sequence of work. In cases where liability is not immediately clear, we may propose a shared-cost solution for repair or mediation to reach a fair result. All such proposals are presented in writing and accompanied by the rationale for the decision.

Our policy emphasises lessons learned: complaints feed into staff training, operational checks, and procedural updates. We publish high-level summaries of lessons learned internally to prevent recurrence and to refine our clearance and rubbish collection practices. We also monitor complaint trends to identify recurring issues across house clearance jobs and waste disposal chains, and to prioritise improvements.

Escalation and Independent Review: If a customer is not satisfied with the outcome of the formal review, they may request an escalation to a senior management review. This escalation is intended to provide an additional, impartial appraisal of the case within the organisation. Where disputes are complex or involve regulatory matters, we may advise that independent dispute resolution or industry ombudsman services are an appropriate next step, though this procedure does not substitute for formal legal advice.

Recording and Retention: We retain records of complaints and resolutions for a defined period, in line with data retention policies and regulatory requirements for waste businesses. These records support traceability in waste transfer and auditability of our corrective actions. They also form part of our commitment to continuous quality improvement in clearance services.

Final Notes: Our commitment is to handle every complaint with respect, promptness and a focus on practical outcomes. We seek to resolve disputes through clear communication, evidence-based investigation, and fair remediation where appropriate. By following this procedure, the aim is to maintain high standards across all our Neasden house clearance and rubbish removal activities.

Key points:

• Acknowledge complaints promptly and record them.
• Investigate with clear evidence gathering.
• Resolve fairly and communicate outcomes.

Review schedule: This complaints procedure is reviewed periodically to reflect regulatory changes, operational learning, and customer service improvements within the waste clearance sector.