Complaints Procedure — Flat Clearance Dulwich

Purpose: This complaints procedure explains how customers can raise concerns about Flat Clearance Dulwich services and how those concerns will be handled. The policy is intended to be fair, impartial and timely for anyone using our flat clearance or apartment clearance services. It applies to complaints about service delivery, damage, missed collections, additional charges and any issues arising from rubbish removal in our service area. We aim to resolve matters promptly while maintaining a clear record of actions and outcomes.

Scope: The procedure covers all elements of the clearance process for properties, including pre-clearance surveys, on-site collection, waste disposal and any post-clearance follow-up. It is relevant to users of Dulwich flat clearance and those who contract our team for apartment clearance Dulwich-wide. Complaints that fall outside the remit, such as matters subject to legal dispute, will be identified and handled in accordance with the limits set out below.

Definitions: For the purpose of this document, a "complaint" is any expression of dissatisfaction, whether justified or not, about our flat clearance services, rubbish removal standards, crew conduct or the outcome of a clearance job. A "complainant" is the person or authorised representative who raises the issue. We treat all complaints confidentially and record them to support service improvement and accountability.

How to make a complaint

Complaints may be raised by the individual who ordered the flat clearance service or an authorised representative acting on their behalf. To ensure the complaint is processed efficiently, include: date of service, nature of the concern, address or reference number related to the job, and any supporting information such as photographs or receipts. While no contact details are published here, we accept formal complaints submitted through the designated customer channels listed on our service paperwork.

Acknowledgement and initial response

Upon receipt of a complaint, we will acknowledge it within a set timeframe and provide the complainant with a clear outline of the next steps. Our acknowledgement will identify who is handling the complaint and the expected timescales for investigation. We strive to provide an initial response within 3–5 working days and to keep complainants informed of progress during the review of issues related to flat clearance in Dulwich or nearby areas.

Recording the complaint: Each complaint is logged with a unique reference and relevant details. Records include the nature of the complaint, date received, investigating officer, actions taken, communications with the complainant and the resolution reached. These records support our commitment to transparent service delivery and continuous improvement across our rubbish collection and clearance service area.

Investigation and resolution

Investigations are carried out proportionately to the seriousness and complexity of the complaint. A manager will review job records, speak with staff who attended the property, examine any photographic evidence and, where necessary, arrange a site visit. The aim is to establish facts, determine responsibility and recommend appropriate remedial actions.

Possible remedies: Where a complaint is upheld, we may offer one or more of the following actions:

• Return visit to rectify any missed work or to remove residual items;
• Cleaning or mitigation work where reasonable;
• Partial or full refund for proven service failures;
• Apology and explanation of steps taken to prevent recurrence;
• Referral to an independent assessor if there is a dispute over damage or valuation.

Decisions on remedies consider fairness, proportionality and the practicalities of correcting the issue. We will communicate the proposed resolution in writing, outlining the rationale and any actions to be completed, and provide a realistic timescale for completion.

Escalation and independent review

If a complainant is not satisfied with the outcome, the complaint may be escalated internally to a senior manager for review. The escalation should state why the original resolution is considered unsatisfactory and what outcome is sought. Senior review aims to be completed within a further defined period and will re-examine the evidence, consider any new information and, where appropriate, propose a final resolution.

External review: In cases where an internal review does not resolve the matter, we will advise on options for independent or external review bodies relevant to waste services and consumer disputes. While we do not name specific bodies here, complainants may seek independent mediation or review according to their rights under consumer protection frameworks. Such steps are for parties seeking an additional level of scrutiny beyond our internal process.

Closure, learning and improvement: After resolution, a formal closure note is recorded and the complainant is informed of the final position. We analyse complaint trends to identify recurring issues and implement corrective actions, training or process changes to improve the quality of our Dulwich flat clearance and rubbish removal services. Our aim is to minimise repeat incidents and to maintain high standards across the service area. Retention of records follows regulatory and organisational policies so that lessons learned are traceable and we can demonstrate continuous improvement.

Key principles and commitments

We commit to handling complaints with courtesy, impartiality and confidentiality. Every complaint will be taken seriously, investigated promptly and handled without prejudice. We will honour fair outcomes and apply remedies that reflect the impact of any service failure. Our processes are designed to be accessible, timely and objective, ensuring that customers of apartment clearance Dulwich and neighbouring zones receive reliable and accountable service.

By maintaining clear records, setting realistic timescales and offering proportionate remedies, we aim to resolve issues efficiently and to use complaints as a source of improvement. This procedure forms part of our quality management framework for rubbish removal and waste clearance operations across the service area.

Review of this procedure: The complaints procedure will be reviewed periodically to reflect regulatory changes, operational learning and best practice. Updates will ensure continued relevance to flat clearance operations and to uphold high standards in customer service and environmental responsibility.