Complaints Procedure for House Clearance Honor Oak

This document sets out the formal complaints process for clients of house clearance and rubbish removal services. It explains how to raise a concern, what to expect during an investigation and the remedies that may be offered. The procedure applies to all aspects of house clearance Honor Oak operations, including collection, sorting, recycling and disposal of household waste. It is designed to be clear, fair and accessible while protecting the rights of both customers and service staff.

Our aim is to resolve issues quickly and effectively. If you believe there has been a service failure — such as missed collections, damage to property, improper disposal or unsatisfactory conduct by our team — please follow the steps below. We accept complaints relating to honor oak house clearance bookings made for domestic and small commercial premises and will treat each case with impartiality.

When a complaint is received we will log it immediately and provide an acknowledgement. That acknowledgement will normally be issued within three business days and will include a unique reference number, the name of the person handling the matter and an outline of the next steps. Please note that while we use the phrase house clearance in Honor Oak to describe our service area, this complaints procedure is procedural and not a substitute for legal advice.

To raise a complaint you should provide a clear description of the problem, the date and approximate time of the incident, and any supporting information such as photographs of damaged items or evidence of poor handling. If you prefer, you may request a written record from the crew at the time of collection. We encourage complainants to be as specific as possible so that the investigation can be thorough and efficient.

Once logged, complaints will be investigated by a designated complaints officer. The investigation process typically comprises:

• Receipt and acknowledgement of the complaint;
• Collection of relevant information from staff, contractors and any witnesses;
• Review of photographic, video and transaction records;
• Evaluation of applicable policies and operating procedures;
• Preparation of a findings report and suggested remedy.

Investigations are usually completed within 14 calendar days. If more time is required due to complex issues—such as third-party investigations, specialist waste handling concerns or legal queries—we will inform you in writing with an expected completion date. During the investigation we may propose interim actions to reduce risk or prevent recurrence.

Possible outcomes and remedies depend on the nature of the complaint. Remedies may include one or more of the following: a formal apology, a rework of the clearance at no extra cost, a partial or full refund, assistance in retrieving or relocating items where feasible, or corrective training for staff. Financial compensation will be considered only where a loss or verifiable damage has occurred and will be proportionate to the proven detriment.

We aim to be transparent about decisions. The final decision will be communicated in writing and will include: findings of fact, the rationale for the decision, any remedial action taken and guidance on further escalation if you remain dissatisfied. If the complaint relates to environmental compliance, such as improper disposal of hazardous materials, we will detail steps taken to rectify any regulatory breaches.

If you are not satisfied with the outcome you may request an internal review by a senior manager who was not involved in the original investigation. This request should be made within 14 days of receiving the decision and must state the grounds for review. The internal review will be completed within 21 days where practicable. We recommend including any new evidence to support your review request.

Our procedure also explains limits and exclusions. Complaints that relate to matters outside our control—such as pre-existing structural issues, third-party contractor actions beyond our direct authority, or claims where statutory time limits apply—may be limited in scope. We will, however, always advise on a reasonable course of action and signpost external bodies or alternative dispute resolution where appropriate.

All complaint records are treated as confidential and are retained for a prescribed period in accordance with our record-keeping policy. We use complaint data to improve service quality through periodic audits, targeted training and changes to operational protocols. A summary of lessons learned may be produced in anonymised form to inform continuous improvement without identifying individuals.

Conduct and Safety

Expectations During Investigations

We will not tolerate abusive, aggressive or threatening conduct toward staff. If a complaint is found to be malicious or vexatious it may be closed with a recorded explanation. Conversely, legitimate complainants are protected from retaliation and will be treated respectfully and fairly. House clearance services must balance customer service with safety and legal compliance, so some remedial steps may be subject to regulatory constraints.

Summary of key stages:

• Log & acknowledge — within 3 business days.
• Investigate — gather evidence and review.
• Decide — issue outcomes and remedies.
• Review — internal review available if required.

Changes to this procedure may be made from time to time to reflect regulatory developments or operational improvements. The current version governs how we handle complaints regarding rubbish collection and house clearance tasks and applies to all customers using our clearance services.