Complaints Procedure for Kensington House Clearance

Purpose and scope. This document sets out the formal complaints procedure for Kensington House Clearance and related clearance services. It applies to concerns about collection, waste removal, disposal methods, scheduling, invoicing, and the conduct of operatives employed by the company. The goal is to ensure all grievances are handled consistently, promptly and with respect for the customer and the environment.

Principles we follow. Complaints will be treated confidentially, investigated fairly, and acknowledged quickly. We commit to clear communication, to keeping complainants informed of progress and to making reasonable remedial offers when a service failure is identified. All claims will be recorded and monitored to improve our house clearance and rubbish removal operations.

Who may complain. Any client, authorised representative or third party affected by our Kensington clearance activities may raise a concern. Complaints can relate to a single job or to ongoing service standards. We encourage early contact so issues can be resolved before escalation and so we can maximise opportunities for a swift remedy.

How to make a complaint

If you wish to make a complaint about a house clearance in Kensington or any rubbish removal assignment, please provide a clear description of the issue, relevant dates, job reference where available and any supporting evidence such as photographs or receipts. Include the names of employees involved if known. A clear account helps us prioritise and investigate efficiently.

Acknowledgement and initial response. On receipt of a formal complaint we will acknowledge it in writing within a short timeframe and provide an initial estimate of how long the investigation is expected to take. Where possible, we aim to acknowledge within three working days and to provide a substantive response within 10–15 working days depending on complexity.

Information gathering. We will review job records, speak with the crew members involved, inspect any relevant site photos and, where appropriate, request further information from the complainant. These steps are designed to ensure decisions are based on complete and accurate information.

Investigation and resolution

Investigation process. Investigations seek to establish the facts and identify any departure from agreed procedures or standards. Where applicable, we examine scheduling, waste handling, disposal receipts and staff supervision. Our findings will determine whether corrective action is required and what remedies are appropriate.

Possible outcomes. Depending on the investigation outcome, remedies may include an apology, a partial or full refund, a repeat of the service at no additional charge, or an agreed reduction in fees. Remedies are proportionate to the proven impact of the failure and aim to restore confidence in our house clearance services.

If the complaint relates to damage, we will assess liability against our operational records and insurance arrangements and advise the complainant of the next steps. In all cases, we will set out the rationale for our decision and explain any remedies offered.

Escalation and review. If the complainant is dissatisfied with the initial outcome, they may request an internal review by a senior manager who was not involved in the original decision. The review will re-examine the evidence and response and conclude with a final decision. We aim to complete internal reviews within an agreed timeframe, usually within 20 working days of the request.

Records and learning. All complaints and their outcomes are logged and analysed to identify trends and training needs. This continuous improvement approach helps prevent recurrence and strengthens our rubbish removal and clearance standards across all service areas.

Confidentiality and data handling. Complainant details and investigation records are retained securely for administrative and quality assurance purposes and handled in accordance with data protection obligations. Only staff who need access for investigation and resolution will view complaint records.

Timelines and expectations. Our aim is to resolve straightforward issues quickly and communicate realistic timelines for more complex matters. Where third parties, contractors or external disposal sites are involved, we will advise of any impact on expected resolution times while continuing to manage the complaint until conclusion.

External review options. If the complainant remains dissatisfied after an internal review, information will be provided on independent, impartial schemes or industry ombudsmen that may consider a final review. These options depend on the nature of the complaint and whether the dispute falls within the remit of such bodies.

Final notes. We seek to treat every complaint as an opportunity to improve our Kensington house clearance and related waste services. Our commitment is to transparent handling, reasonable remedies and ongoing refinement of our operational practices so that clients receive a dependable, professional service.