Complaints Procedure — Leytonstone House Clearance

Leytonstone House Clearance is committed to delivering professional house clearance and rubbish removal services across our service area. This complaints procedure explains how we handle concerns about our work, including collection, disposal and recycling of waste, so that matters are resolved fairly and promptly. The aim is to maintain trust and ensure every concern is investigated with impartiality and care.

We treat every complaint as an opportunity to improve. Our complaints policy applies to all types of domestic and commercial clearances, including single-item removals and full property clearouts. All customers are entitled to expect courteous, safe and legally compliant waste handling, and if expectations are not met they should know the steps we will take. This policy emphasises clear timelines, transparency and accountability without requiring personal contact details to be published here.

The scope of this procedure covers reports about service quality, missed collections, damage, health and safety concerns and alleged breaches of our procedures. It does not cover third-party disputes or matters already resolved through contractual or statutory processes, though we will advise on reasonable next steps. Important: raising a complaint will not affect the standard of service you receive while the issue is being investigated.

How to Make a Complaint

If you wish to raise a concern about a clearance, please provide a clear description of the issue, relevant dates, and any photographic evidence where available. We encourage submission in writing or through the channel used to book the service, so there is an audit trail. Complaints should include the property reference or booking reference if available, but personal contact details are not required here.

Acknowledgement and Initial Response

Upon receipt, we will acknowledge the complaint within three working days and confirm who is handling the matter. The acknowledgement will set out the expected timeframe for a detailed response. We aim to complete initial investigations within ten working days, though some matters may need longer if third parties or external contractors are involved. In those cases we will keep you updated on progress.

To ensure clarity, our initial review will identify whether the issue requires:

• an operational correction (for example, arranging a follow-up visit);
• an internal disciplinary or training response; or
• referral to a regulatory body if there is potential non-compliance with waste management law.

Each of these pathways includes documented timelines and responsibilities for resolution.

Our investigation process is thorough and proportionate. We will collect statements from staff involved, review photographs and site notes, and examine relevant paperwork such as job logs and waste transfer documentation. This helps us determine whether procedures were followed and identify any remedial actions. If damage or loss is alleged, the investigation will consider mitigating circumstances and evidence from all parties.

If the complaint requires corrective action, outcomes might include a formal apology, a refund or reduction in charges where appropriate, scheduling of remedial work, or specific staff training. We will provide a written outcome explaining our findings and the reasons behind the decision. Where appropriate we will also review operational processes to reduce the chance of recurrence.

Escalation and Independent Review

If you are not satisfied with the outcome of the initial investigation you may request an internal review. This escalation is handled by a senior manager who was not involved in the original decision. The internal review will be completed within a further ten working days where reasonably practicable. If, after our internal review, you remain dissatisfied, we will explain any further independent options available such as referral to a relevant industry ombudsman or regulator when that avenue is applicable and permitted by law.

We maintain records of all complaints and outcomes for a period consistent with legal and regulatory obligations to support continuous improvement and compliance. These records help inform staff training, operational improvements and safety briefings without publishing personal data here. Confidentiality is respected during all stages of the complaints process, subject to statutory obligations.

Repeated or malicious complaints: we will treat repeated contacts about the same issue as part of the same complaint unless new, substantial facts are presented. Frivolous or vexatious complaints may be closed following an initial assessment if they are found to have no reasonable prospect of being substantiated.

Monitoring and Improvement: the outcome of complaints informs our quality assurance and operational reviews. We use findings to refine policies, update risk assessments and improve training for our clearance teams. Our aim is to provide reliable, professional rubbish removal and house clearance services and to ensure any shortfalls are addressed swiftly and transparently.