Complaints Procedure for Fulham House Clearance

This Complaints Procedure outlines how Fulham House Clearance and associated clearance teams manage and resolve concerns about our house and rubbish removal services. The purpose of this policy is to ensure that every complaint is treated seriously, investigated fairly and resolved promptly, while maintaining clear records and respect for privacy. It applies to queries or complaints about clearances, waste disposal, skipless removals and related clearance operations across our service area, with an emphasis on transparent practice rather than location-specific detail.

Scope and Principles

Our procedure covers concerns raised by customers, third parties and stakeholders about the standard of service, conduct of operatives, environmental handling of waste and any breaches of our published terms. We aim to be open, impartial and accessible: complaints will be handled respectfully, investigated thoroughly and resolved in a way that is: timely, proportionate and fair. We will not tolerate malicious or vexatious complaints, and we reserve the right to manage such cases with a balanced approach.

Complaints may be made verbally or in written form. When lodging a concern, please be prepared to provide: a clear description of the issue, relevant dates or job references, and any supporting information such as photographs or a summary of prior communication. We encourage early reporting of issues so they can be addressed quickly, whether the matter relates to a single house clearance, a recurring rubbish collection concern, or perceived non-compliance with disposal standards.

How We Acknowledge and Investigate

Upon receipt, complaints are acknowledged and logged on our internal complaints register. A named member of staff will be assigned to carry out an initial assessment and will aim to confirm receipt and next steps within a set timeframe. The aim of acknowledgement is to outline expected timescales for investigation and to set out the stages that will be followed. Informal resolution is explored first where appropriate, as many concerns can be settled through explanation or a corrective action.

Investigations are conducted impartially. We gather statements, examine records related to the clearance job, review photographic evidence and, if required, speak with operatives or contractors involved. All investigations respect confidentiality; however, we will disclose findings to the complainant as needed for resolution. We do not disclose personal details of third parties unnecessarily, and any remedial actions are proportionate to the issue identified.

Possible outcomes following investigation include:

• an explanation and apology where service failed to meet expected standards;
• arrangements to rectify or repeat work where appropriate;
• training or disciplinary action for staff if operational standards were not met;
• system changes to reduce risk of recurrence.

Outcomes are recorded along with any agreed actions and timescales for completion. We commit to keeping complainants informed until the matter is closed.

Where a complaint cannot be resolved at the initial stage, it will be escalated to senior management for review. Escalation provides a second-stage assessment with a fresh review of the evidence and, where required, consultation with external auditors or regulatory guidance to ensure that industry standards for waste handling and rubbish company obligations are met. Escalation does not imply fault; it is a mechanism to ensure impartiality and thorough review.

Record keeping and continuous improvement are central to our approach. We log each complaint, investigation notes and final decisions to identify patterns or recurring issues. These records support training, operational changes and policy updates that enhance the quality of our clearance and rubbish removal services. Data retention is managed in line with privacy commitments and legal requirements; records are held for purposes of audit, learning and potential regulatory review.

Our commitments include: responding within reasonable timescales, keeping complainants informed, taking proportionate action where service standards were not met, and learning from every incident to improve our clearance services. If you remain dissatisfied after the internal procedure has concluded, the complaint may be brought to an independent reviewer or external body that oversees consumer and environmental standards; our final correspondence will explain those options where applicable.

Monitoring and review of this Complaints Procedure is ongoing. We review the effectiveness of the process periodically, update staff training and amend operational guidance where necessary to reflect new best practice for house clearance, junk removal and rubbish disposal across our service area. The aim is continuous improvement so that future clearances are safer, cleaner and more efficient.

This policy is part of our commitment to good governance and responsible waste handling. Fulham clearance services operate under principles of accountability and transparency, ensuring that every complaint is an opportunity to improve standards and maintain public confidence in our clearance operations. The procedure is accessible and non-confrontational, intended to support resolution and constructive change.

Review schedule: The Complaints Procedure will be reviewed periodically to reflect legislative changes, operational experience and stakeholder feedback. Responsible teams will ensure the policy remains fit for purpose and aligned with wider environmental and service quality objectives.