Complaints Procedure for Flat Clearance Covent Garden

Purpose: This complaints procedure explains how we manage concerns relating to flat clearance services in and around the service area. It is intended to be clear, proportionate and accessible for anyone who has used our apartment clearance or rubbish removal service. The aim is to resolve issues promptly and fairly while maintaining records of actions taken. Please read the steps below carefully to understand the process for raising, escalating and closing complaints relating to flat clearance work.

Scope and definitions

This policy covers complaints about operational matters such as timing, waste disposal, damage, health and safety procedures during a flat clearance, and the behaviour of staff during clearance visits. It does not cover contractual disputes already subject to formal legal proceedings or unrelated matters such as third-party property damage outside the clearance activity. The term "complaint" refers to any expression of dissatisfaction requiring action beyond routine service correction.

Accessibility

We accept complaints from tenants, residents, landlords or authorised representatives. Complaints can be submitted in writing, by recorded post, or by any method specified in the service terms, and should include relevant details such as the job reference, date of the clearance and a clear description of the concern. We encourage concise, factual summaries and any photographic evidence where appropriate to help investigation.

Initial acknowledgement Upon receipt, the complaint will be acknowledged promptly. Acknowledgement may include an expected timeline for investigation and the name or role of the person handling the case. We commit to a first response within a set timeframe, which is proportionate to the complexity of the issue. If additional information is needed, the acknowledgement will request it and explain any impact on expected timescales.

Investigation and steps

Our investigation follows a consistent approach designed to be thorough and impartial. Typical steps include:

• Gathering the facts from the clearance crew, site notes and any photographic evidence;
• Reviewing the job documentation, health and safety checks, and waste disposal records;
• Contacting the complainant to clarify points and to propose interim remedies where appropriate.

Throughout the investigation we record actions, decisions and timeframes. If an immediate safety concern is identified, remedial measures will be taken without delay. The investigating officer will outline proposed outcomes and remedies, which can include corrective rework, financial adjustment, or a formal apology depending on the situation.

Resolution and remedies Remedies are determined based on the findings of the investigation. They may include partial refunds, credits toward future services, collection of incorrectly handled waste, or re-attendance to complete or correct a clearance. Remedies are proportionate to the incident and are aimed at restoring a satisfactory outcome while ensuring compliance with waste management and safety obligations.

Escalation process If the complainant is not satisfied with the initial outcome, an internal escalation is available. Escalation triggers an independent review by a senior manager not involved in the original decision. The review will reassess the investigation, consider any new evidence and issue a final internal decision. We maintain transparent records of escalations and outcomes for audit and improvement purposes.

Timescales and response standards

We aim to provide a full response to most complaints within a reasonable fixed period, which recognises the need for thorough investigation. If an issue requires specialist input or liaison with third parties (for example, authorised waste transfer sites or health and safety advisors), this may extend the timeframe and the complainant will be kept informed. Where statutory reporting is required, we will comply with legal obligations alongside the complaint response.

Record keeping and privacy We keep a secure record of every complaint, relevant evidence and the resolution for a defined retention period in accordance with data protection principles. Personal data is used only to investigate and resolve the complaint and is handled in line with our privacy obligations. Records support continuous improvement and may be used for training and quality control.

Continuous improvement We analyse complaint trends related to flat clearance operations to reduce recurrence, improve training, and refine procedures. Learning from complaints is an essential part of service quality and environmental compliance, especially concerning correct disposal and recycling practices in the rubbish removal sector.

When a complaint is closed, the outcome will be summarised and communicated to the complainant. If the complainant remains dissatisfied after exhausting internal escalation, they may be advised of independent dispute resolution options relevant to the service sector. This document sets out our internal commitments and the steps we will take to ensure fair handling of complaints connected with flat clearance services and rubbish removal activities within the service area.