Complaints Procedure for Westminster House Clearance

This complaints policy explains how to raise concerns about our house clearance Westminster services, what to expect once a complaint is received, and the steps we take to investigate and resolve issues. It applies to all aspects of clearance, rubbish removal and waste disposal work carried out by our clearance team. The aim is to provide a clear, fair and timely process so that every customer understands their options and the company's obligations.

We handle complaints relating to: scope of work, missed appointments, damage to property, safety concerns and the standard of rubbish collection. If your concern is about the conduct of operatives or disposal methods, it will be treated with equal seriousness. Our approach is impartial: we consider facts, records and any photographic evidence provided. We encourage early contact so minor matters do not escalate, and we emphasise transparent communication throughout the process.

How to Make a Complaint and Initial Response

To begin a formal complaint, please set out the nature of the problem, relevant dates, the team or crew involved and any supporting material. Complaints may be raised by the person who contracted our clearance service or an authorised representative. When a complaint is submitted we will:

• Log the complaint and assign a reference number;
• Provide an acknowledgement within three working days;
• Describe the initial steps of the investigation and an estimated timescale for a substantive reply.

Where possible we try to resolve issues quickly at source, for example by arranging a site revisit or offering a reasonable remedy such as rework, collection of missed items or an agreed adjustment. Informal resolution is often fastest, but if that fails the formal investigation proceeds.

Investigation, Timescales and Remedies

After acknowledgement the complaint goes to an investigator who was not directly involved in the original work. The investigator will collect records, consult operatives, review any photos or receipts and, when appropriate, visit the site. We aim to complete the first stage investigation within 10 working days. If more time is needed we will notify you of the delay and why it is necessary.

The possible outcomes of an investigation include:

• Finding that the service met contractual and regulatory standards;
• Agreeing a corrective action such as additional clearance work or a partial refund;
• Offering a goodwill gesture where appropriate to restore confidence in our rubbish removal services;
• Escalation to a higher review if the complainant remains dissatisfied.

Appeal, Independent Review and External Options

If a complainant is not satisfied with the outcome they may request an internal appeal. Appeals are reviewed by senior management who were not part of the original decision-making. This stage focuses on whether the original investigation was thorough, impartial and consistent with this policy. Decisions on appeal will normally be issued within 15 working days.

If the internal appeal does not resolve the matter, the complaint may be referred to an independent dispute resolution body or regulatory authority applicable to rubbish and waste services. We will explain the appropriate external routes and any limitations on jurisdiction. The company cooperates with independent investigators and provides all requested documentation, except where prohibited by law or confidentiality agreements.

Throughout the complaints process we maintain records of correspondence, investigatory notes and outcomes. These records are retained in accordance with our data retention and privacy policies and are used for service improvement. Confidentiality is respected: details are shared only with those directly involved in resolving the complaint and with regulators if required.

Customer care and continuous improvement are core to our clearance operations. Every complaint is an opportunity to review procedures, reinforce training for staff, and refine policies for waste handling, recycling and removal. We monitor trends to identify systemic issues, and implement corrective actions to reduce recurrence across our service area.

Policy scope: This complaints procedure applies to all customers of the clearance company operating under the Westminster House Clearance name and its related service variations, including household clearances, small-scale estate clearances and commercial rubbish removal jobs. It is designed to be accessible, impartial and consistent with consumer protection principles.

We strive to be accountable and will publish periodic summaries of complaint types and resolutions for quality assurance purposes. By following this process you should expect clarity about decision-making, realistic timescales and practical remedies where faults are found. Thank you for helping us maintain high standards in our clearance and waste services.