Complaints Procedure — Hammersmith House Clearance

This Complaints Procedure sets out how Hammersmith House Clearance and associated clearance teams manage, investigate and resolve concerns from clients and stakeholders. Its purpose is to ensure that every issue raised about our domestic and commercial clearance, rubbish removal and recycling services is handled fairly, promptly and transparently. The policy applies to all service activity related to house clearing, furniture removal, waste collection and clearance operations under the general banner of house clearance Hammersmith.

This document explains what constitutes a complaint, the information we will record and the standards you should expect while we review any issue. We aim to respond to initial enquiries quickly and to achieve a satisfactory resolution in a timely manner. Complaints are treated seriously and we learn from them to improve our Hammersmith clearance services and rubbish management procedures.

Scope and definitions: A complaint may relate to service delivery, missed collections, perceived damage, scheduling errors, charges or conduct by staff or contractors. It does not cover general enquiries or requests for routine information. For clarity, a complaint is any expression of dissatisfaction requiring investigation and a formal record.

How to make a complaint

To raise a concern formally, please provide the following details: your name, the date and location of the service, a clear description of the issue, and any supporting evidence such as photographs, invoices or reference numbers. We will acknowledge receipt and explain the next steps and expected timescales. This process applies equally to houseclearance Hammersmith and rubbish removal in Hammersmith enquiries.

Initial acknowledgement: We will confirm we have received your complaint within a published timeframe. Our acknowledgement will include a unique reference, the name of the person assigned to investigate and the anticipated date for a substantive response. If a matter is complex, we will keep you regularly updated while we conduct a thorough review.

Investigation and resolution

Investigations are proportionate to the nature and severity of the complaint. Investigating officers will gather relevant records, interview staff where necessary, and review any physical or photographic evidence. We aim to resolve straightforward complaints quickly, while more complex cases may require additional enquiries or site visits before a final decision.

When we have completed the investigation we will provide a written outcome that explains our findings, any remedial action taken, and proposed steps to prevent recurrence. Outcomes may include apologies, service credits, corrective work or process changes. We will clearly state whether the complaint is upheld, partially upheld or not upheld.

For procedural transparency we maintain an internal complaints log and review anonymised data to identify trends. Records are retained in accordance with data protection principles and used to support continuous improvement of our clearance operations and rubbish collection procedures. Confidentiality is respected throughout the process.

Timescales: Our objective is to resolve most complaints within a set number of working days of acknowledgement. If this is not possible, we will provide interim updates and a revised completion timeframe. If you believe the response is unsatisfactory you may request escalation to a senior reviewer for further consideration.

Escalation process: If you remain dissatisfied after the initial review, an escalation route is available within our organisation. Escalation triggers a secondary review by a senior manager who has not been involved in the original investigation. The senior reviewer will reassess the evidence and issue a final decision. This internal appeal is intended to be the last stage of our internal complaints handling.

Where a complaint involves potential regulatory or legal considerations, we will record the matter and take appropriate steps to comply with legal obligations. This may involve independent advice or referral to the relevant oversight body. Hammersmith clearance services operate within recognised environmental and waste disposal regulations, and serious breaches may require external investigation.

Outcome communications and learning: All final responses will outline the findings, remedial actions and any follow-up measures. We commit to learning from complaints and to sharing lessons within our teams to reduce recurrence. Summaries of complaint themes and actions will be used to refine training, equipment standards and operational planning across our rubbish removal and house clearance activities.

Accessibility and support: We are committed to making the complaints process accessible. If you need assistance submitting a complaint, require translated materials or an alternative communication format, we will make reasonable adjustments to support you. Our policy is to treat everyone fairly and to remove barriers to raising concerns.

Monitoring and review: This complaints procedure is reviewed periodically to ensure it remains effective, proportional and aligned with operational changes. Internal audits of complaint handling are used to maintain quality assurance and to verify compliance with the commitments set out here.

Policy ownership: The complaints procedure is owned by the senior management responsible for operational services and is published for transparency. It is intended to provide clear, fair and prompt resolution for anyone using Hammersmith house clearance and associated removal services.