Complaints Procedure for Hendon House Clearance

Our Hendon House Clearance complaints procedure sets out how concerns about house clearance, rubbish removal and clearance company performance are handled. This document is a formal policy intended to ensure that all issues raised about the Hendon house clearance service are taken seriously, investigated thoroughly and resolved in a timely manner. It applies across our service area and covers complaints about collection standards, disposal practices, communication, scheduling and any conduct perceived as unsatisfactory.

We are committed to fair, transparent and accessible procedures. Every complaint is recorded, assessed and managed by trained staff to ensure consistency. Our aim is to achieve a satisfactory outcome for the person raising the concern while protecting the integrity of our rubbish removal operations. Confidentiality is respected, with personal details retained only as necessary for investigations and record keeping.

Raising a complaint

If you need to raise an issue about our house clearance services, include a clear description of the problem, relevant dates and any reference numbers if available. While this policy avoids including direct contact details, complaints may be submitted through the company's published channels. We encourage you to provide:

• a concise description of the complaint and the outcome you seek;
• the date, time and location relating to the service;
• any photographic evidence or material details that clarify the concern.

Acknowledgement and timescales

On receipt of a complaint our team will log the matter and provide an acknowledgement within a defined timescale. Where possible we aim to acknowledge complaints within five working days and provide an initial response or an expected timeline for a fuller investigation within ten working days. Complex matters involving multiple parties or specialist disposal questions may require longer; in such cases we will keep the complainant informed of progress.

Investigation process

The investigation will be proportionate to the nature of the complaint. Typical steps include an internal review of job records, consultation with on‑site staff or contractors, examination of vehicle and disposal logs, and review of any evidence supplied by the complainant. Investigations seek to determine facts, identify any breach of our operating standards and propose appropriate remedies. All findings are documented and retained in line with our record retention policy.

Outcomes from an investigation may include remedial actions such as re‑collection, targeted staff training, amendment of procedures, or financial remedies where appropriate and justifiable. We aim to be proportionate in our response and to restore service confidence. Where necessary, we may implement immediate operational changes to prevent recurrence while the full investigation continues.

Resolution and escalation

If the complaint is upheld, we will communicate the findings clearly and outline steps taken to resolve the issue. Where a complainant remains dissatisfied with the outcome, there is an internal escalation route to a senior manager or the complaints escalation panel within the clearance company. This second stage review is conducted by personnel who were not directly involved in the initial investigation to ensure impartiality.

Record keeping and learning — Maintaining accurate records of complaints and outcomes is essential. We log the nature of each complaint, the investigation steps taken, the decision reached and any corrective measures implemented. These records enable trend analysis and support continuous improvement across our rubbish removal and house clearance operations. Regular review of complaint data contributes to staff training programmes and operational adjustments.

Appeals, independent review and legal considerations — If an internal appeal fails to resolve the matter, complainants may seek independent scrutiny where appropriate under statutory or sectoral mechanisms. This procedure does not replace legal rights or statutory routes available under applicable law. Complainants are free to pursue external remedies such as regulatory bodies or alternative dispute resolution where those options apply, and our documentation will support such processes by providing a clear audit trail of how the complaint was handled.

Standards and expectations

As a clearance company operating across its service area, we maintain clear standards for staff conduct, vehicle presentation, safe handling and environmentally responsible disposal. Complainants should expect impartial consideration and timely updates. Our staff are trained to manage complaints professionally and to seek constructive solutions that protect both customers' interests and operational integrity.

We aim to treat every complaint as an opportunity to improve. Lessons learned from upheld complaints are circulated internally and, where appropriate, fed into policy changes. The process encourages transparency and accountability, and supports our commitment to reliable, respectful and responsible clearance services.

Final note: This complaints procedure is part of our governance framework and reflects our approach to customer care, continuous improvement and statutory compliance. It is designed to be clear, fair and accessible without requiring the disclosure of sensitive details in public documents. By following this procedure, we ensure complaints about Hendon house clearance and rubbish removal services are handled consistently and constructively.