Complaints Procedure for Flat Clearance Feltham

Purpose and scope. This Complaints Procedure explains how concerns about flat clearance services are handled by our team providing flat clearance in Feltham and related rubbish removal services. It applies to complaints about collection, clearance, pricing, scheduling, and behaviour of operatives. Clients and third parties affected by a clearance may raise issues. The aim is to resolve matters fairly, promptly and transparently while maintaining professional standards for all forms of flat clearances Feltham-wide.

Complaints may relate to different aspects of a job including alleged damage, missed appointments, unsatisfactory disposal of waste, or perceived breaches of safety. We encourage early notification so we can investigate quickly. This procedure also covers rubbish collection and waste transfer concerns linked to a flat clearance in the service area. It does not replace statutory consumer rights but sets out our internal handling steps so expectations are clear.

How to make a complaint. Complaints should be made in writing or by the method provided at the time of service agreement. Provide clear facts: date, time, job reference, description of the issue, and desired outcome. Please include any supporting evidence such as photos or witness names where available. We will acknowledge receipt and begin a preliminary review. Filing a complaint initiates the internal review process and ensures your concern is recorded and tracked to completion.

Initial assessment and response

On receipt we conduct an initial assessment to determine the nature and urgency of the complaint. A designated complaints officer will review records for the specific Feltham flat clearance, including booking information, work notes, and any operative reports. If immediate safety or environmental issues are identified they will be escalated and remedial action taken straightaway. We aim to provide an acknowledgement within our standard working timeframe and an expected date for a full response.

During the investigation we may contact the complainant for clarification and may inspect the site where appropriate. Investigations may also involve staff interviews and a review of photographic or documentary evidence. All relevant information is considered and a decision or proposed resolution is prepared. Our objective is to be objective and proportionate when assessing complaints related to rubbish removal or flat clearance activities.

Remedies may include a formal apology, remedial works, partial or full refund, or alternative remedies depending on the findings and proportionality. Not every remedy will be appropriate for every situation, and remedies are applied consistently based on the evidence. Corrective actions for operational improvements are recorded and used to reduce recurrence of issues.

Timeframes and escalation

We aim to resolve straightforward complaints within a set period from acknowledgement. More complex matters that require third-party input or site inspections may take longer. If additional time is needed we will inform the complainant of the delay and provide regular updates. If the complainant remains dissatisfied with the proposed resolution, the matter may be escalated to a senior manager for a final internal review.

Escalation involves a fresh review by a senior staff member who was not involved in the initial investigation, ensuring an independent perspective. That reviewer will reassess the evidence and either confirm the original decision or recommend further action. Any escalation step is documented, and the outcome communicated to the complainant in writing. Records of escalated complaints are retained to support ongoing quality improvement.

Record keeping and confidentiality. All complaints, investigations, decisions, and actions taken are retained for a defined period consistent with our data retention policies. Personal information collected during a complaint is processed securely and only used for the purpose of investigating and resolving the issue. We respect privacy while ensuring transparency of the process; however, anonymised summaries of complaints may be used internally for training and service improvement.

Monitoring, learning and continuous improvement. Complaints are a source of organisational learning. Patterns are monitored and reviewed at regular intervals, and where systemic issues are found, operational changes are implemented. This helps improve service delivery for future flat clearances and rubbish removal tasks. Staff training, process updates, and supplier management adjustments are typical outcomes of this quality loop.

Final provisions. This procedure is the internal route for raising concerns about our flat clearance and rubbish removal services in the area. It does not limit legal rights or alternative dispute mechanisms. Timescales for responses are indicative and may be adapted in exceptional circumstances. Our commitment is to a fair, proportionate and transparent handling of complaints, ensuring that each complaint receives the attention required to reach an equitable outcome.

Summary of steps:

• Raise the concern in writing with relevant job details.
• We acknowledge and investigate, keeping you informed.
• We propose remedies or escalate if required.
• Records are kept and lessons are implemented to improve future flat clearances.