
Complaints Procedure for Flat Clearance Hampstead
This document sets out our formal complaints process for flat clearance and rubbish removal services in the Hampstead area and similar service zones. It explains how a client can raise a concern about a clearance, disposal or removal job, how we acknowledge and investigate issues, and the options available for resolution. Our aim is to handle all concerns promptly and fairly while maintaining the highest standards for property clearance and waste management.Scope and purpose
The complaints procedure covers matters related to flat clearance Hampstead operations, including missed collections, damage during a clearance, unsatisfactory removal of items, or failures to comply with agreed waste disposal standards. It applies to domestic flat clearances, tenancy clearouts and multi-item rubbish removal services provided within our service area. It is not a legal statement of rights; instead it is a transparent framework for resolving service issues.
What counts as a complaint
We treat a complaint as any expression of dissatisfaction about the level of service provided by our flat clearance team. Examples include:- Allegations of damage to property during a flat clearance.
- Concerns about items being removed in error or left behind.
- Issues with the conduct of staff during a clearance or rubbish removal.
- Disputes about charges or invoicing for clearance services.
How to submit a complaint
Clients should submit complaints in writing wherever possible. When submitting, please include the date and location of the service, a clear description of the issue, and any supporting evidence such as photographs or an inventory of items affected. While this procedure does not request personal contact details here, our operational records will be used internally to locate the relevant job and team.Acknowledgement of receipt
On receipt of a complaint we will acknowledge it within three working days. The acknowledgement will confirm that we have received the concern and will outline the next steps in the review process. We aim to be transparent about anticipated timelines and any information we may need from the complainant to carry out a full investigation.
Initial assessment and timelines: We will carry out an initial assessment to determine the nature and severity of the complaint. Minor issues are typically resolved within 10 working days; more complex disputes, particularly those requiring on-site inspections or coordination with third-party waste handlers, may take longer. In all cases we will provide an estimated completion date for the investigation.
Investigation process
Investigations are conducted by a designated complaints handler not directly involved with the clearance job. The process may include:- Review of job records and crew reports.
- Examination of photographic evidence and inventories.
- Interviews with staff and, where appropriate, third-party sub-contractors.
The objective is to establish a clear and factual account of events so that fair and proportionate remedies can be identified.
Resolution options
Where a complaint is upheld or partly upheld, possible outcomes include an apology, a partial or full credit against the invoice, arrangement of remedial work, or a review of operational practices. Remedies will be proportionate to the impact of the issue. If a complaint is not upheld, we will provide a written explanation summarising the findings.Escalation and appeal
If the complainant is not satisfied with the initial resolution, the case can be escalated internally to a senior manager for review. During escalation we will re-examine the evidence and may seek independent assessment where appropriate. Appeals are treated as new reviews rather than re-openings of closed matters with unchanged evidence.
Conduct and expectations: We expect all parties involved in a complaint to act professionally and to provide information in good faith. Our staff are trained to respect client property and privacy during every flat clearance and rubbish removal job. Abusive language or threats will not be tolerated; repeated or malicious complaints may be closed after careful assessment.

Record keeping and learning: All complaints and outcomes are recorded and retained in accordance with our internal data retention policies. We use complaint trends to improve training, revise procedures and reduce repeat incidents in our Hampstead flat clearance and wider rubbish removal operations. This continuous improvement approach helps to protect property, streamline logistics and enhance customer satisfaction.
Confidentiality and impartiality
We treat complaints confidentially and seek to ensure impartiality throughout the investigation. Information will only be shared on a need-to-know basis within our team or with external contractors directly involved in the investigation process.Finalising the complaint: Once a final decision is made we will communicate the outcome in writing, summarise the findings and confirm any remedial actions or credits applied. Where appropriate, we will also record proposed changes to operational protocols to prevent recurrence.