Complaints Procedure for Acton House Clearance
This Complaints Procedure sets out how Acton House Clearance and its associated waste removal teams manage and resolve concerns about house clearance, rubbish removal and general clearance services. It applies to all queries and formal complaints relating to the provision of our clearance services, including disputes about job performance, missed collections, disposal methods and any perceived breaches of our published service commitments. Our aim is to resolve issues quickly, fairly and transparently in a way that safeguards customer rights while maintaining safe, compliant rubbish and waste management practice.
We expect professional and courteous behaviour from our staff and the same in return from customers. If a concern arises, we encourage early notification so that minor matters can be fixed before they develop. This procedure emphasises responsiveness, impartial investigation and recorded outcomes. It is relevant to domestic and commercial clients of the house clearance Acton service and to customers of our wider rubbish removal and waste clearance activities.
To raise a concern formally, please provide a clear description of the problem, the date and location of the service, the job reference where available, and the desired outcome. Include any supporting information such as photographs, invoices or notes taken at the time of service. Verbal concerns can be logged but a written statement helps to speed up the investigation; please state the facts as you understand them, and note any health and safety issues that may be relevant. Acton house clearance enquiries submitted with complete details allow us to assess priority and allocate the correct investigator.
How we handle complaints and expected timeframes
On receipt of a complaint we will acknowledge it promptly and assign it to a named complaints handler within our clearance services team. Acknowledgement will set out the complaint reference and the anticipated timescale for a full response. Standard internal timeframes are:
- Initial acknowledgement: within 3 working days.
- Preliminary assessment: within 10 working days.
- Full response or proposed resolution: within 20 working days.
When an issue requires further investigation, we will gather statements from staff involved, review job records and, where necessary, inspect the site or request photographic evidence. Investigations look to establish the facts, identify any service failures and determine remedial action. If immediate safety or compliance concerns are identified, they will be prioritised and addressed before any formal closing of the complaint. Our approach is systematic and documented to ensure consistent outcomes across all clearance and waste management work.
Possible outcomes from our complaints process include corrective action, remedial works, a formal apology, fee adjustment or confirmation that the service delivered matched the agreed terms. The final response will explain findings, any corrective steps taken, and whether further action is considered appropriate. If an operational change is required to avoid recurrence, we will document that change as part of our continuous improvement for the rubbish company service area.
Escalation and external review
If you remain dissatisfied after receiving our response, you may request escalation to a senior manager for a review of the investigation and outcome. Escalations are treated as a fresh review and may involve further evidence gathering. Where a complaint concerns regulatory compliance, environmental harm or licensed waste handling, we will advise on the appropriate regulatory bodies that have jurisdiction to investigate or enforce compliance. This stage is focused on objective review rather than re-opening settled factual findings without new evidence.
Record keeping and confidentiality are integral to our complaints handling. We maintain a secure, auditable record of all complaints, investigations, decisions and follow-up actions for the period required by corporate policy and legal retention rules. Personal data included in complaint records is handled in accordance with data protection principles; access is limited to authorised personnel. Any information shared during an investigation is used only to resolve the complaint and improve service standards within our house clearance and waste removal operations.
Our commitment is to fair, proportionate and transparent resolution. We use complaint outcomes to inform staff training, operational adjustments and service-level improvements across the clearance service network. Where systemic issues are found, we will implement corrective measures and monitor their effectiveness. Customers are notified of procedural changes that directly affect future service delivery.
Complaints are an important part of quality assurance for house clearance Acton services and broader rubbish management activity. We welcome the opportunity to correct errors, explain decisions and restore confidence in our clearance provision. This procedure is reviewed periodically to ensure it remains effective, accessible and aligned with best practice in waste removal and customer relations.
Note: This document is intended to outline our internal complaints process and does not replace statutory rights or independent dispute resolution options available under relevant consumer protection or environmental legislation. Where legal or regulatory matters arise, those processes will run alongside our internal handling as appropriate.
