Complaints Procedure for Flat Clearance Ealing

We aim to provide a clear, fair and accessible complaints process for anyone using our flat clearance Ealing services. This procedure applies to disputes, service concerns and unsatisfactory outcomes related to flat clearances, rubbish removal or clearance work carried out by a clearance company operating in the service area. It is designed to be impartial and to resolve matters promptly. If you believe an element of your flat clearance in Ealing has fallen short of reasonable standards, please read the steps below which explain how to raise and escalate a concern.

Our commitment to quality for Ealing flat clearance covers behaviour, scheduling, collection, recycling and lawful disposal. Complaints may include missed collections, damage to property, incorrect charging or poor communication. We treat every complaint seriously and will investigate all issues thoroughly. The following procedure sets out timeframes, what information to provide and how we will respond. Please note that this page describes the process and does not serve as legal advice.

Scope: This complaints procedure applies to residential flat clearance, rubbish removal and associated services provided within our service area. It covers complaints made by tenants, landlords, property managers and authorized representatives about the manner in which a clearance was performed, or about the service provided before, during or after a clearance job.

How to Make a Complaint

To start a complaint about a flat clearance service, please submit a clear statement of the issue including the date of service, location (general area), and a concise description of the problem. Use concise, factual language and include available supporting evidence such as photographs, booking references or job numbers. We encourage complainants to set out the outcome they seek so we can consider practical remedies.

The person handling your complaint will acknowledge receipt promptly and provide an estimated timeframe for a full response. Initial acknowledgement normally occurs within 3 working days, and a more detailed response follows after investigation. During the investigation we may contact involved staff, drivers or subcontractors, and review any relevant documentation such as job sheets, waste transfer notes and photographic records.

Investigation and Resolution

Our investigation aims to be thorough and fair. We will:

• establish the facts of the matter;
• determine whether procedures were followed;
• identify what went wrong, and who is responsible;
• consider appropriate remedies such as remediation work, credit or adjusted fees where justified.

We will document findings and provide a clear explanation of our decision along with any corrective actions taken. If a remedial visit is required to complete a flat clearance properly, we will schedule it as part of the resolution where feasible.

Timescales for resolving complaints vary with complexity. Simple matters may be resolved within 7–14 calendar days; more complex issues that require third-party verification or technical inspection may take longer. We commit to keeping complainants informed about progress and any unavoidable delays. If additional time is needed, we will provide reasons for the delay and an updated resolution date.

Possible outcomes include acceptance of responsibility and corrective action, partial solutions where responsibility is shared, or a rejection of the complaint where investigations do not substantiate the claim. All outcomes will be communicated in writing with a clear explanation of the basis for our decision and any steps taken to prevent recurrence for future flat clearance jobs in the service area.

Escalation: If you are not satisfied with the outcome of the initial investigation, you may request escalation. We provide an internal review by a senior manager who was not involved in the original decision. Requests for escalation should be made within 28 days of receiving our decision and should state the reasons you consider the original response unsatisfactory. The internal review will reassess the case, consider any new evidence, and issue a final decision within a further specified timescale.

Recording and Continuous Improvement: All complaints are recorded for monitoring and service improvement purposes. We analyse complaint trends to identify recurring issues in our flat clearance services, rubbish removal practices or customer communications. Lessons learned inform staff training, operational changes and company policies to reduce the likelihood of repeat incidents and to maintain consistent service levels across our coverage area.

Confidentiality and Fair Treatment: We handle complaints with respect for privacy and confidentiality. Personal data collected as part of a complaint will be processed in line with applicable data handling principles and retained only as necessary for the investigation and for lawful record-keeping. Everyone making a complaint will be treated fairly and without detriment; vexatious or malicious complaints are handled in line with company policy and may be closed if clearly unfounded.

Closing a complaint: Once the review and any remedial actions are complete, we will send a written record of the decision and the reasons for it. That record will include details of any corrective measures taken and suggestions the company will implement to prevent similar occurrences. If you believe the issue remains unresolved after the final internal review, external avenues such as independent dispute resolution services or regulatory bodies may be available depending on the nature of the complaint, and you may wish to consider those options independently.

Thank you for taking the time to read this complaints procedure for flat clearance and rubbish removal services. We aim for continuous improvement and appreciate clear, constructive communication when service falls below expected standards. This policy is provided to ensure transparency and to support a consistent approach to addressing concerns related to flat clearance operations.