Complaints Procedure for Flat Clearance Camden Town

Purpose and scope: This document sets out the formal complaints procedure for our flat clearance and rubbish removal services across the service area, including clearance of flats, lofts and communal spaces. The aim is to ensure that every concern raised about *flat clearance Camden Town* or related collection work is handled fairly, promptly and transparently. We treat all complaints seriously and will take appropriate steps to investigate, resolve and prevent reoccurrence where possible.

Who can complain and what is covered

Any customer or authorised representative who has used our flat clearance service in Camden Town or neighbouring districts may submit a formal complaint about the standard of service, safety concerns, damage to property, missed collections, billing queries, or behaviour of operatives. This complaints procedure does not replace statutory rights but supplements them by providing a clear route for resolution. Complaints about third-party contractors engaged by the client should be flagged and will be escalated where relevant.

Initial notification: Complaints should be raised as soon as reasonably practicable after the event. When you notify us of a concern we will acknowledge receipt promptly and provide an initial outline of the next steps. Please provide clear details of the service date, the nature of the issue, and any supporting information such as photographs or references to booking numbers. This helps us allocate the right resources to investigate effectively.

How complaints are handled — our process follows a staged approach to ensure thorough investigation and fair resolution:

• Stage 1 — Acknowledgement: We confirm receipt and assign a complaints officer.
• Stage 2 — Investigation: We gather facts, speak with operatives, review records and consider any evidence supplied by the customer.
• Stage 3 — Response: We issue a formal response outlining findings and proposed remedies.

Timescales and communication

We aim to acknowledge every complaint within three working days and provide a full investigation outcome within 10 to 20 working days depending on complexity. If a complaint requires longer investigation we will keep you informed of progress and give an estimated response date. All communications will be recorded and summaries of key contacts and decisions will be retained for quality and training purposes.

Possible outcomes and remedies — following investigation, we may:

• Offer an explanation and apology where service fell below expected standards.
• Propose a practical remedy such as re-attending a property to remove missed waste, carrying out a remedial clean, or replacing damaged equipment where liability is established.
• Review and adjust billing where a clear error is identified.

Escalation and independent review: If you remain dissatisfied after the formal response, the complaint will be escalated to a senior manager for further review. In some cases we may offer an independent mediation or an impartial review to reach an equitable outcome. This process is designed to be fair, focusing on facts and documented evidence rather than subjective impressions alone.

Confidentiality and record keeping: All complaints are handled in accordance with data protection principles. Records of complaints, investigation notes and outcomes are retained to support continuous improvement, staff training and to identify recurring issues in our flat clearance and rubbish collection operations. Information will only be shared with those necessary for the investigation and resolution.

Quality improvement and training — recurring issues identified through complaints feed into our quality improvement plan. We use confirmed complaints to review procedures, update risk assessments and deliver targeted training to operatives so that similar problems are less likely to recur. This may include refresher training on safe handling, customer service and property protection best practices.

Service area considerations: While this procedure applies across our operational zone, details of local regulations or council-controlled disposal rules are handled separately. Our aim is to deliver a consistent standard of service for each flat clearance or house clearance job while respecting site-specific constraints. Use of correct waste streams and lawful disposal remain priorities in all clearances.

Monitoring and review — the complaints procedure itself is reviewed periodically to ensure it remains effective and accessible. We welcome suggestions for improvement to our processes and will publish updates to the procedure as required. Regular internal audits ensure timelines and quality standards are met, and escalation pathways remain clear.

Final notes — this complaints procedure provides a transparent route for resolving disputes arising from flat clearance, rubbish removal or related services. It is intended to protect both customers and the business by promoting timely, evidence-based resolutions. If you have experienced substandard service from a flat clearance provider in the service area, following these steps will help ensure your concerns are properly investigated and addressed.

Policy review cycle: This procedure is reviewed at regular intervals to reflect operational changes, regulatory updates and lessons learned from confirmed complaints. Documented outcomes and trends are used to shape ongoing improvements in how we deliver flat clearance and waste removal services.

Commitment: We remain committed to resolving complaints fairly, learning from each incident and improving the quality of our flat clearance and rubbish collection operations across the service area. Your concerns help us improve and we treat every complaint as an opportunity to raise standards and restore confidence in our services.