Complaints Procedure for Knightsbridge House Clearance

This complaints procedure sets out how Knightsbridge House Clearance and affiliated clearance teams manage, investigate and resolve concerns from customers relating to clearance work, rubbish collection, waste disposal and associated services. It applies to all enquiries about the quality, conduct, billing or timeliness of house clearance and rubbish removal services. Our aim is to provide a clear, fair and timely route to resolution that respects the rights of both clients and the company.

Scope and purpose

The purpose of this policy is to ensure complaints are captured consistently, that remedial steps are taken where appropriate and that lessons learned inform ongoing service improvement. It covers residential and commercial clearances, recycling and waste collection activities undertaken by our clearance teams across our service area. The procedure is designed to be proportionate, transparent and compliant with consumer protection expectations.

What constitutes a complaint

A complaint is any expression of dissatisfaction about our clearance operations, including missing items, damage during removal, alleged improper disposal, unsatisfactory conduct by operatives, billing disputes, scheduling errors, or other failures to meet agreed service standards. Routine service requests or queries that are not complaints will be handled through our normal customer service channels.

How to raise a concern: customers should make their complaint promptly and, where possible, provide: a brief description of the issue, dates and times, the location of the clearance, any relevant order or reference numbers, and supporting photographs or documentation. Complaints should be raised in writing or verbally; whoever receives the initial report is responsible for recording it and acknowledging receipt.

On receipt of a complaint we will log it into our complaints register, assign a unique reference number and provide an acknowledgement. The acknowledgement will outline the expected steps in the process and an indicative timescale for a full response. We aim to acknowledge complaints within three business days and to provide a substantive response within 20 working days, subject to investigation complexity.

Initial assessment and investigation: once logged, the complaint will be assessed to identify immediate actions, such as arranging a site visit, collecting evidence, or pausing disputed invoices. An investigator or team leader will be appointed and will review job sheets, operative reports, waste transfer documentation and any photographic evidence supplied by the complainant. Where further information is required, we will ask the complainant to provide it promptly.

The investigation may involve interviews with staff, inspection of equipment, review of vehicle logs and checks against applicable regulatory requirements for waste carriers and disposal. We will make reasonable efforts to preserve evidence and avoid altering relevant sites until the investigation is complete, unless immediate safety concerns require action.

Possible outcomes of the investigation include: an apology and explanation, a repeat visit to correct the issue, a partial refund or credit where service standards were not met, or a finding that no service failing occurred. Where damage is established, we may offer repair, replacement or compensation in line with our insurance and liability policies. Any offered remedy will be documented and communicated clearly.

Escalation and independent review: if the complainant is not satisfied with the outcome they may request internal escalation to a senior manager. We will provide a final internal response within a further 10 working days following escalation. If a complaint remains unresolved after exhausting the internal process, customers are entitled to seek independent redress from appropriate external bodies or consumer arbitration schemes relevant to clearance and waste services.

Record keeping, confidentiality and data handling

All complaints and their outcomes will be recorded in our central complaints log, retained for a minimum period required by our governance arrangements, and used to support quality control and compliance activities. Personal data submitted as part of a complaint will be handled in accordance with data protection principles: records will be accessed on a need-to-know basis and will not be shared outside lawful or contractual obligations.

We will review complaint trends periodically to identify systemic issues and training needs. Staff involved in customer-facing roles and waste handling will receive ongoing training on complaint handling, safe disposal practices and respectful conduct. Corrective actions may include process changes, refresher training, performance management or updates to operational procedures.

Commitment to continuous improvement

• Transparency: we will be open about decisions affecting customers wherever possible.
• Timeliness: we will work to the stated timeframes to provide a substantive response.
• Responsibility: we accept accountability for verified shortcomings and will propose fair remedies.

In conclusion, Knightsbridge house clearance services are committed to handling complaints professionally and fairly, whether the issue relates to bulky waste removal, full property clearances, or associated rubbish removal operations. Our complaints procedure exists to protect customers and improve our waste collection and clearance work. We encourage the use of this procedure when a service does not meet expectations so that we can address problems, learn from mistakes and enhance future service delivery.