Complaints Procedure for Barnet House Clearance

Purpose and scope: This complaints procedure explains how Barnet House Clearance and its house clearing services manage, investigate and resolve complaints about rubbish removal, waste disposal and property clearance activities. It applies to all domestic and commercial clearances, including collection of bulky waste, estate clearance and rubbish removal services within our service area. The procedure sets out the steps customers should expect and the timeframe for handling concerns.

We aim to resolve complaints promptly and fairly. Our approach is based on transparency, respect and continuous improvement. All complaints are recorded and treated confidentially where possible, and we will ensure the complainant is kept informed of progress. This document is a formal statement of our process, not a guide, and is intended for legal clarity about your rights and our obligations.

Definitions: For clarity, a complaint is any expression of dissatisfaction about our Barnet house clearance operations, the conduct of our staff or contractors, the quality of our rubbish clearance service, missed collections, damage, or perceived breaches of agreed terms. A concern or query raised informally will be treated as a complaint if the customer requests formal handling.

How to make a complaint

Complaints should be made in writing or through the channels listed in your service agreement. Provide your name, address or property reference, the date(s) of the service, a clear description of the issue and any supporting evidence such as photographs or appointment records. While we do not publish contact details on this page, complaints must be submitted using the official methods specified in your contract.

Acknowledgement and initial response: On receipt of a complaint, we will acknowledge it promptly and provide a unique complaint reference. The acknowledgement will outline the next steps, the expected timeline for a full response and the name of the person assigned to manage the complaint. We aim to acknowledge all complaints within five business days.

Investigation process

Each complaint is assessed to identify whether immediate remedial action is required. Investigations may include reviewing job records, appointment logs, CCTV where applicable, communications, interviews with staff or subcontractors, and site visits. We will record findings in a formal investigation report and will seek to conclude straightforward complaints within 15 business days.

Where a complaint is complex — for example it involves multiple properties, legal issues, hazardous materials or significant alleged damage — the investigation period may be extended. If an extension is necessary we will notify the complainant with reasons and provide an expected completion date. Throughout the process we aim to be proportionate and to focus on remedies that address the substantive concerns.

Possible outcomes and remedies: Depending on the investigation findings, remedies may include an apology, corrective action such as a return visit to complete or redo clearance work, financial redress, or revised operating measures to prevent recurrence. Any remedy offered will be appropriate to the impact and supported by our internal policies on compensation and service recovery.

Escalation and review: If the complainant is not satisfied with the initial outcome, they may request an internal review. The review will be carried out by a senior manager not previously involved in the complaint. We will provide a final written response following the review which explains the decision and the rationale. Internal review requests should be made within 21 days of the initial outcome letter.

Records and confidentiality: We retain records of complaints and their resolution to support learning and continuous improvement. Records are held in accordance with data protection requirements and are used to monitor performance, reduce recurrence and refine our operational standards for rubbish clearance and house clearance in Barnet and surrounding areas.

Learning and improvement: Complaints inform training, policy changes and operational updates. We analyse trends and take preventative action where patterns emerge, for example by updating staff guidance, adjusting scheduling practices, or changing subcontractor oversight arrangements. Our goal is to reduce future faults and improve the overall quality of our clearance services.

Final provisions: This complaints procedure does not affect any statutory rights you may have. It is designed to provide a clear internal pathway for resolving disputes and improving service. Where a complaint raises issues of legal liability, environmental compliance or health and safety, we may need to involve regulators or insurers as required by law.