Complaints Procedure for Feltham House Clearance

This Complaints Procedure explains how Feltham House Clearance handles concerns about house clearance, waste removal and rubbish removal services. The purpose of this document is to set out a clear, fair and timely process for raising and resolving complaints related to our clearance work. It is intended for customers, third parties and stakeholders who wish to report a problem with service delivery, safety, or environmental practice. Please read this policy carefully as it describes the stages of our complaint handling and the usual timelines for response.

The scope of this procedure covers all aspects of a clearance job including collection, sorting, disposal and site clearance. Complaints may include, but are not limited to, late arrival, damage to property, uncollected waste, or disagreement over charges. If you are unhappy with any part of our service, the first step is to inform us promptly so we can investigate. For complex inquiries we may require details such as dates, job references and a short description of the issue. We treat complaints seriously and will ensure they are recorded and reviewed.

We aim to be transparent about our process. On receiving a complaint we will acknowledge it within a short period and aim to provide a substantive response within a defined timescale. The initial response will confirm receipt, outline our next steps, and where appropriate, provide a provisional timescale for a full reply. Our approach is to resolve matters quickly through discussion and, where necessary, an internal review. Feltham clearance complaints are assessed on their merits and with regard to applicable waste management standards.

Investigations are conducted by a designated complaints officer or an appropriate manager, depending on the nature of the issue. During the investigation we may review job notes, site photographs, staff statements and disposal records. We will keep a written record of all actions taken and any findings. If the complaint relates to alleged damage, we will consider evidence from all parties and advise on potential remedies. Our goal is to be fair and proportionate in resolving disputes.

If the initial response does not resolve the matter to your satisfaction there is an internal escalation option. This stage involves a senior manager review and a more detailed examination of the facts and records. Escalated complaints are prioritised and usually receive a full written answer that explains our conclusions and any corrective steps. The escalation stage is suitable for persistent or complex matters within rubbish removal and waste clearance services.

Timescales: we aim to complete most complaints within a set number of working days following acknowledgment, though complex cases may take longer. Where additional time is required we will inform the complainant, give reasons for the delay and provide an updated expected date for resolution. If remedial action is required, we will describe proposed steps and expected completion dates. We monitor complaint trends to improve our operational standards and customer service.

Outcomes can include an explanation, an apology where appropriate, a gesture of goodwill, corrective work, or other reasonable remedies. We may also update training, review procedures, or change suppliers to prevent recurrence. In all cases, the decision will be documented and communicated clearly to the person who raised the complaint. Waste clearance complaints are treated with equal priority as other service concerns.

Confidentiality is maintained throughout the complaints process. Personal data supplied during a complaint will be used only for the purpose of investigation and resolution and stored in accordance with applicable data handling rules. We will not disclose a complainant's information to third parties except as necessary to investigate the complaint or as required by law. Please note that anonymous complaints may be investigated where possible, but outcomes cannot always be communicated back without contact details.

Monitoring and continuous improvement are central to this policy. We log all complaints, outcomes and lessons learned to ensure that the quality of our house clearance and rubbish removal services improves over time. Regular reviews of complaint handling performance are carried out and any systemic issues are addressed through policy or operational change. Our commitment is to deliver a fair, consistent and timely process that restores confidence in our clearance operations.

Record retention: complaint records are kept for a reasonable period to allow for audit and to support any further enquiries. These records include the original complaint, correspondence, investigation notes, decisions and any corrective actions taken. Records are used for quality assurance and continuous improvement of the service area, including both household clearance and commercial waste work.

Appeal and external review: if the internal escalation stage fails to resolve a complaint to the complainant's satisfaction, independent oversight options may exist depending on the sector and relevant regulators for waste services. Where such avenues are relevant, we will explain them and advise on the process for seeking an independent review. This document does not replace statutory rights or remedies that may be available to individuals.

The complaints procedure is reviewed periodically to ensure it remains effective and compliant with evolving standards in the waste management and removal sector. By maintaining clear, documented steps for handling concerns, Feltham House Clearance seeks to be accountable and responsive. How we treat complaints shapes our service, ensures legal compliance and supports better outcomes for all parties involved in clearance projects.