Complaints Procedure — Belgravia House Clearance

This Complaints Procedure explains how concerns about our Belgravia house clearance and related rubbish removal services are recorded, assessed and resolved. It applies to all aspects of service delivery, including waste clearance, estate clearances and general rubbish collection conducted by the company within its service area. Our aim is to resolve issues promptly and fairly, ensuring lessons are learned and service quality for future house clearance assignments is improved.

We treat every complaint seriously. This procedure is intended to be clear and accessible: if a client believes an element of their clearance was unsatisfactory, they may raise an issue under this process. The scope covers disputes about scheduling, handling of items, charges, staff conduct and environmental handling of waste. While this page sets the formal approach, the company's everyday practice emphasises respectful, timely and responsible handling of all concerns.

Complaints may be made by the person who booked the clearance or by an authorised representative acting on their behalf. Complaints should state the nature of the concern and relevant dates or reference numbers. Where appropriate, clients should include photos or descriptions of the issue to help with initial assessment. All complaints will be acknowledged and logged in our complaint register for tracking and quality improvement purposes.

How Complaints Are Handled

The process proceeds through clear stages: acknowledgement, investigation, response and, if necessary, escalation. On receipt, complaints are assigned to a complaints officer who will confirm the details and the expected timescale for a response. Typical acknowledgement occurs within a few working days, and a full reply is usually provided within a defined period, depending on complexity.

Investigations are fact‑based and proportionate. The officer reviews job records, crew notes, waste transfer documentation and, if required, speaks with staff involved. We aim to identify root causes and to propose corrective actions. Where the complaint involves alleged damage, disposal of items, or environmental handling, the review will include relevant evidence to ensure any remedial steps are appropriate and documented.

Following review, we provide a formal response outlining findings and proposed outcomes. Possible outcomes include a service explanation, an apology, corrective actions such as remedial work or, in limited circumstances, a partial or full credit where the company accepts liability. Our goal is resolution, not retribution, and we favour remedies that restore trust and address the root cause.

Timescales, Escalation and Record Keeping

We aim to resolve straightforward matters quickly and investigate more complex issues thoroughly. Typical internal timescales are noted to give clarity: acknowledgement within three to five working days and an investigatory response within 15 to 30 working days depending on complexity. Where an extended investigation is required we will notify the complainant and provide interim updates.

Where a complainant is dissatisfied with the initial outcome they may request an internal review or escalation. The internal review is carried out by a senior manager independent of the original investigation. The review examines whether procedures were followed and whether the resolution is fair and proportionate. After the review a final decision is communicated in writing and recorded in our complaints log.

All complaint records are maintained securely and retained for a period consistent with regulatory and operational requirements. Records include the complaint details, investigation notes, correspondence, evidence (such as photographs or documentation) and final outcomes. Information from complaints is analysed periodically to identify patterns and service improvements for rubbish removal, house clearance projects and other operational areas.