Complaints Procedure — Seven Sisters House Clearance

Purpose and scope: This complaints procedure explains how Seven Sisters House Clearance and affiliated clearance teams handle concerns about our rubbish removal and clearance services. It applies to all domestic and commercial requests related to house clearance, loft and garage clearance, and general waste collection in our service area. Our aim is to resolve issues quickly and fairly while learning from every complaint to improve future work.

Core principles: We commit to transparency, timely responses and impartial investigation. Complaints are treated with respect and without prejudice. We will not allow customer concerns to be dismissed because of the nature of a job or the value of the work. Confidentiality is maintained for complainants and staff throughout the process unless disclosure is required by law.

How to raise a concern: Customers can submit a complaint verbally or in writing. When raising a concern please include the date and time of the job, a clear description of the issue, and any supporting details such as photos or reference numbers. Where possible outline the desired outcome. Our teams log every complaint and acknowledge receipt so the complainant knows their concern is being handled.

Acknowledgement and first response: After a complaint is received we will acknowledge it within three working days. The acknowledgement confirms the complaint has been logged and explains the next steps: who is investigating and the expected timescales. If immediate action is required to prevent further harm or to complete an incomplete clearance, we will prioritise remedial work.

Investigation process: A member of our complaints team conducts an initial review, which may involve speaking to crew members, reviewing job notes and checking photographs. Investigations aim to be proportionate and fair. Where necessary we will interview third-party contractors or subcontractors engaged on the job to establish a clear sequence of events and responsibility.

Outcomes and remedies: After a full review we will provide a written outcome that explains findings and proposed remedies. Possible outcomes include an apology, remedial work at our cost, partial or full reimbursement for avoidable problems, or a clarification of why the service met contractual expectations. We will explain the timescales for any remedial action and how we will verify completion of that work.

Escalation and review: If a complainant disagrees with the outcome they may request an internal review. The review is conducted by a senior manager not involved in the initial investigation. The request for review should explain why the initial response was unsatisfactory and include any new evidence. The internal review will be completed within a stated timeframe and a final internal decision communicated in writing.

Record keeping and data protection: All complaints are recorded in our secure complaints log. Records include the nature of the complaint, investigation notes, communications and final outcomes. Records are retained in accordance with our retention policy and relevant data protection principles. Personal information is only accessed by staff who need it to investigate and resolve the complaint.

Training and improvement: Complaints are used as learning opportunities. We review trends and implement training, revised procedures or operational changes where necessary. This drives improvement in our removal, clearance and rubbish collection services so that issues are less likely to recur.

Third-party contractors and liability: Jobs often involve independent contractors and partners. When a complaint concerns third-party work we will coordinate the investigation and, where appropriate, require contractors to remediate issues under their agreements. We will clearly explain the division of responsibility between our house clearance teams and subcontractors, and how such arrangements affect the remedy available.

Timeframes and closure: We aim to resolve most complaints within 20 working days, though complex matters may take longer. Complainants will receive periodic updates if an investigation is ongoing. Once the agreed remedy is completed and verified, the complaint will be closed and the outcome recorded. Closed cases are reviewed periodically by senior staff to ensure actions were effective.

Further review and external bodies: If a complainant remains dissatisfied after internal review, we will explain options for independent or external review such as industry bodies or an appointed adjudicator where applicable. We will not provide contact details here, but will outline how to request information about external review pathways. Our focus is to ensure concerns about Seven Sisters clearance work are handled properly at every stage.

Customer expectations and commitments

Throughout the process you can expect clear communication, fair treatment and a written record of decisions. If remedial work is required we commit to prompt scheduling and verification. We also commit to learning from complaints to reduce future incidents involving removal, rubbish disposal or clearance work in the Seven Sisters service area.

The complaints procedure is part of our wider quality assurance arrangements and is regularly reviewed to reflect changes in practice or regulation. By following this process we aim to maintain high standards across all aspects of our house clearance and rubbish removal operations, and to resolve disputes without delay.

Final note: Making a complaint helps us improve. We treat every concern seriously and aim to respond with clear decisions and practical remedies. Whether the issue relates to scheduling, property condition, staff conduct or disposal practices, our procedure ensures that each complaint about house clearance Seven Sisters is investigated, recorded and used to improve our service.