Complaints Procedure for Fitzrovia House Clearance
This complaints policy sets out how Fitzrovia House Clearance and associated rubbish removal services handle concerns raised by clients. It applies to residential and commercial clearances, waste removal, clearance of estates and eviction clearances conducted across our service area. The procedure aims to be fair, transparent and timely, ensuring that every issue is recorded and addressed appropriately without bias toward any party.Our scope covers all matters related to the provision of house clearance, rubbish removal and waste management activities delivered by our team and approved contractors. Complaints may relate to service quality, scheduling, safety incidents, pricing disputes or alleged damage during a clearance. This page explains the stages of a complaint, expected timeframes, possible outcomes and the options for escalation if the initial response does not resolve your concern.
What constitutes a complaint? Examples include:
- Poor performance or incomplete house clearance work;
- Unsafe working practices or concern about rubbish collection methods;
- Unexpected charges or disputes about the cost of a clearance;
- Damage to property occurring during a waste removal job.
How to raise a complaint: we ask that complaints are submitted in writing or via our formal complaints channel so we have a clear record. When making a complaint, please include your name, details of the service you booked (date and nature of the clearance), a clear description of the problem, and any supporting information such as photographs or booking references. Do not include sensitive personal details beyond what is necessary for investigation.
Acknowledgement and initial response: Complaints will be acknowledged promptly and within a set timeframe. We aim to confirm receipt of a complaint within three working days. The acknowledgement will outline the next steps, who is handling the matter and an anticipated timeframe for a substantive response. If additional time is needed to investigate complex matters, we will explain the reason for any delay.
Investigation process: once a complaint is logged, an impartial reviewer will conduct an investigation. That reviewer may gather statements from operatives, review service records, examine photographic evidence and, where necessary, arrange a site visit. Our investigation seeks to determine responsibility and establish facts about the clearance event. Typical investigations for a standard rubbish collection or Fitzrovia clearance report should be concluded within 15 working days, though complex cases may require longer.
Possible outcomes and remedies: following the investigation, outcomes may include one or more of the following actions:
- Rectification – scheduling a return visit to complete or correct the work;
- Replacement of services or parts where applicable;
- Partial or full refund for substandard service;
- Formal apology where appropriate and further staff training to prevent recurrence.
We endeavour to offer proportionate remedies depending on case findings. For example, for a missed rubbish removal or house clearance Fitzrovia scheduling error, the remedy may be an expedited rebooking or a compensation credit for the affected service. Remedies are provided without admission of liability where appropriate, and will be clearly explained in the outcome letter.
Escalation within the organisation: if you are not satisfied with the initial resolution, you may request an internal review. The escalation process routes the matter to a senior manager or an internal complaints panel for independent reassessment. The reviewer will re-examine the evidence and any new information provided. A final internal decision will typically be issued within 15 working days of escalation.
Independent review and external options: if the internal review does not resolve your concern, external avenues are available. These may include referring complaints to industry ombudsmen, consumer protection bodies or relevant regulatory authorities that oversee waste collection and disposal services. External review bodies have their own procedures and timeframes. We will cooperate fully with any external scrutiny while adhering to data protection and legal obligations.
Record keeping, confidentiality and data protection: all complaints are recorded securely and handled in accordance with privacy principles. Records include the complaint, investigation notes, decisions taken and any remedial action. Information is retained only as long as is necessary for legitimate business, legal or regulatory purposes. During the process, sensitive personal information will be protected and only shared with individuals who require access for the purpose of resolving the complaint (for example, contractors involved in a clearance incident).
Monitoring, learning and continuous improvement: we review complaint trends to identify recurrent issues affecting our rubbish company operations and clearance services. Findings from complaints inform staff training, operational changes and supplier reviews, all intended to improve reliability and reduce future incidents. We are committed to using complaints constructively to enhance the quality of waste removal, clearance and estate services.