Complaints Procedure for Redbridge House Clearance

This Complaints Procedure sets out how Redbridge House Clearance and associated clearance teams handle concerns about our services. Our aim is to treat every complaint seriously and to resolve issues fairly and promptly. This policy applies to all aspects of our house clearance, rubbish removal and clearance services across our service area, and it is designed to be accessible, transparent and easy to follow for anyone who wishes to raise a concern.

We are committed to improving the quality of our rubbish removal in Redbridge and wider operations by learning from complaints and taking corrective action where necessary. Complaints may relate to scheduling, standard of work, damage during clearance, safety issues or perceived non-compliance with our terms. Customers and third parties can expect a respectful, unbiased response from our team at every stage of the process.

A complaint is any expression of dissatisfaction about the standard of our Redbridge clearance services, the behaviour of staff, or the way a service has been delivered. It is important to note that this policy is not a dispute resolution guide for contractual or legal matters, but a clear route for raising concerns about service delivery. We welcome complaints from householders, property managers, and organisations within our operating area and will treat each case with confidentiality and professionalism.

All complaints should be made as soon as practicable after the event so that records and evidence can be gathered. We recommend that issues are raised within 28 days where possible, although we will consider concerns raised later if there are reasonable grounds. Our approach is guided by fairness, impartial investigation, and remedial action where appropriate.

When you raise a concern, it will be acknowledged promptly in writing or by electronic means and allocated to an appropriate member of staff. The acknowledgement will explain the next steps and an expected timescale for a full response. Consistency is important to us: the same principles are applied whether the issue concerns a single-item collection or a complex house clearance.

An initial investigation will gather information from the crew, supervisors and any records relating to the job. This may include job notes, photographic evidence, and equipment logs. Where the complaint requires, a site visit or further inspection may be arranged. All investigations aim to be thorough and completed within a reasonable period, typically within 15 working days of acknowledgement unless further complexity requires extension.

Our procedure follows a staged approach: an initial review by the local team, escalation to a manager if unresolved, and a final review for complex or persistent issues. We encourage honesty and clear documentation from all parties so that decisions are based on evidence. Where a complaint is upheld, we will offer proportionate remedies such as rework, partial refund, or other corrective measures relevant to the situation.

The following steps outline the typical resolution path and what complainants can expect:

• Step 1 — Acknowledgement: A formal acknowledgement within a few days.
• Step 2 — Investigation: Collection of facts and assessment of responsibility.
• Step 3 — Outcome: Communicated decision and proposed remedy.
• Step 4 — Review: Escalation to senior review if the complainant remains dissatisfied.

We use clear criteria when deciding outcomes and will record the rationale behind any remedy offered. Our goal is to reach an amicable and fair resolution for all parties while maintaining operational integrity across our clearance and rubbish collection services.

If a complainant requests a review under the final stage, the case will be re-examined by a senior member of staff who was not involved in earlier stages of the investigation. That review will consider all submitted evidence and whether the initial resolution was reasonable and proportionate. A final written response will be provided, setting out the findings and any further action to be taken.