Complaints Procedure — Bethnal Green House Clearance

Purpose: This Complaints Procedure explains how Bethnal Green House Clearance and associated rubbish removal services manage, investigate and resolve complaints related to house clearance, waste clearance and rubbish collection. It sets out clear stages, response times and outcomes so customers understand how concerns are handled by our house clearance team and waste removal professionals.

Scope and who can complain

Our complaints procedure covers house clearance in Bethnal Green, estate clearance, garden waste removal and related services provided by the company. Any customer, representative or third party affected by our clearance or rubbish collection operations may submit a complaint. Complaints must relate to service delivery, safety, environmental practice, staff conduct or billing and not to matters already in legal dispute.

Raising a complaint

To raise a concern about removal of household waste, bulky rubbish or full property clearances, you should provide: a clear description of the issue, date and location of the service, the team involved and desired outcome. We ask for sufficient information to investigate efficiently. Complaints can be recorded in writing; audio or written notes will be kept to maintain an accurate record.

When a complaint is received it will be acknowledged promptly. Initial acknowledgement will normally be issued within 3 working days. Our acknowledgement confirms receipt, outlines the investigation steps, and, where appropriate, names the staff member responsible for handling the case. Stage 1 seeks an early resolution where possible: minor misunderstandings or service errors are often corrected immediately by the operational team.

Investigation and response times

The investigation will be proportionate to the issue raised. For straightforward concerns we aim to provide a full response within 10 working days. More complex complaints requiring detailed enquiries, third-party input or environmental assessments may take up to 20 working days. If additional time is needed we will keep the complainant updated and explain the reason for any delay.

Our investigation will gather relevant information from the transport and clearance crews, waste transfer records, site notes and any photographic evidence. Findings are reviewed and a formal written response is issued. That response will include the investigation outcome, any corrective actions taken, and proposed remedies such as a partial refund, repeat service, or other appropriate steps. Remedies are proportionate to the substantiated impact.

Where the initial response does not resolve the concern, the complainant may request escalation to Stage 2. This internal review is conducted by a senior manager not previously involved in the case. The escalation will include a fresh review of evidence and a final internal decision. We aim to conclude escalated reviews within 15 working days of the escalation request.

Independent review and mediation

If the complainant remains dissatisfied after our internal review, we will suggest options for independent evaluation or mediation where available. Independent review bodies vary by service type and are used sparingly, typically when there are contested technical or regulatory elements. The company will cooperate fully with impartial mediators and regulators, subject to legal and privacy constraints.

Records, confidentiality and learning All complaints and related documents are securely retained so we can monitor trends and improve operations. Personal information will be treated confidentially and only shared with third parties where necessary for investigation, or if required by law. Complaints data supports staff training, health and safety enhancements and process improvements that reduce future incidents.