Complaints Procedure — Swiss Cottage House Clearance

This Complaints Procedure outlines the steps customers should expect when raising concerns about Swiss Cottage House Clearance and related rubbish removal services. We aim to handle each complaint fairly, impartially and promptly. If you have an issue with house clearance, waste removal or rubbish collection performed by our team, this policy explains how we record, investigate and resolve complaints while protecting the rights of all parties.

We treat every complaint as an important opportunity to improve. Initial acknowledgement is made within a defined period and an assigned investigator will take ownership of the case. Where applicable, we will use different variations of our service descriptors such as Swiss Cottage clearance, house clearance Swiss Cottage and rubbish removal Swiss Cottage to make sure records reflect the nature of the concern without over-emphasising locality details.

Complaints may relate to scheduling, environmental practices, disposal records, damage claims, or conduct of personnel. When you lodge a complaint, please provide a clear description of the problem, dates, and any supporting evidence. We will log and categorise complaints under these headings:

• Service delivery and timing
• Waste handling and lawful disposal
• Property condition and accidental damage
• Staff conduct and professionalism

How we handle your complaint

After the complaint is recorded, you will receive an acknowledgement confirming the complaint reference and an estimated timeframe for resolution. Our standard practice is to provide an update within five to ten working days, depending on complexity. For complaints involving environmental compliance or third-party contractors, additional investigatory steps may extend the timeline; in such cases we will advise you of any anticipated delay.

The investigation process typically includes: collection of job records, interviews with staff involved, review of waste transfer documentation, and, where relevant, on-site inspection. We keep thorough notes and treat all evidence confidentially. Where negligence or breach of policy is found, corrective actions may include staff retraining, reimbursement, or remedial work to restore property.

Outcomes of the investigation will be documented and you will be informed of the findings and proposed remedies. Possible resolutions include apologies, service credits, compensation in line with our liability terms, or implementation of improved procedures. We aim to be transparent: if your complaint cannot be upheld, we will explain why and what evidence led to that conclusion.

Escalation, review and continuous improvement

If you remain dissatisfied after receiving our decision, you may request an internal review. An internal review is conducted by a manager not previously involved in the case. The review will re-examine the original investigation and any additional information you provide. Our goal is to reach a mutually acceptable resolution through this second-stage evaluation.

Where escalation is available through external bodies or regulators (for example, environmental oversight entities or local dispute resolution services), we will advise on appropriate avenues without endorsing a specific organisation. We will always cooperate fully with legitimate enquiries from authorised agencies and follow any required compliance steps.

Records of complaints and outcomes are retained for a defined retention period to support quality control, compliance and ongoing service improvement. Aggregated complaint data is reviewed periodically to identify trends, training needs and procedural changes intended to reduce recurrence. We believe a robust complaints procedure strengthens trust and raises standards across all areas of rubbish clearance, waste management and house clearance operations.