Complaints Procedure for Finsbury Park House Clearance

This Complaints Procedure explains how clients and third parties can raise concerns about the delivery of house clearance services provided by Finsbury Park House Clearance and affiliated rubbish removal and waste clearance teams. The policy sets out what constitutes a complaint, the steps the organisation will follow to investigate, expected timescales, and the possible outcomes of a formal review. It is intended to be clear, proportionate and accessible while reflecting the professional standards expected of a local waste and clearance operator.

The scope of this procedure covers issues such as unsatisfactory removal of items, damage to property during clearance, missed appointments, incorrect billing or invoicing related to clearance work, and behaviour of operatives on-site. It does not replace statutory rights or regulatory requirements, and it is not a substitute for legal proceedings where those are appropriate. Where complaints intersect with safety or environmental breaches, the procedure includes escalation to regulatory bodies where required.

If you wish to make a complaint about any aspect of the house clearance service, please follow the formal steps set out below. Early notification helps ensure timely investigation and resolution. Complaints should be made promptly and include relevant facts, dates, descriptions of the issue, and any supporting documentation such as photographs or invoices. A clear account helps investigators determine the appropriate corrective action.

All complaints will be recorded on receipt and assigned a unique reference number. The record will include the nature of the complaint, the complainant's preferred remedy, and the preferred method of contact. The records will be maintained in accordance with data protection and privacy obligations and used only for the purpose of resolving the complaint and improving service delivery.

The organisation aims to acknowledge complaints within three working days and to provide a full response within fourteen calendar days. If a matter is complex or requires third-party input — for instance where subcontractors, council services or hazardous waste disposal contractors are involved — complainants will receive interim updates and an indication of when a full decision can be expected.

Initial assessment is carried out by the complaints officer or designated manager. This assessment determines whether the complaint is within scope, identifies any immediate remedial actions required to prevent recurrence, and allocates the complaint to the appropriate investigator. Investigations are impartial and proportionate and will include review of job records, photographs, operative statements and any available CCTV or access logs where relevant.

Where the complaint concerns damage to property or alleged negligence during a clearance, the investigator will arrange a site visit where possible. That site visit aims to establish the facts, evaluate the extent of damage and confirm whether remedial work is required. The company may offer repairs, replacement, or financial redress where liability is established.

For complaints about charges, invoicing or estimates, the financial records and quote history will be reviewed. If an error is found, the company will correct the invoice, apply appropriate refunds or adjustments, and confirm the resolution in writing. Financial remedies are subject to verification and must be proportionate to the loss demonstrated by the complainant.

Where a complaint cannot be upheld, the company will provide a clear explanation of the findings and the reasons for the decision. Where partial fault is found, a proportionate remedy will be offered. All outcomes will be communicated in writing and will include details of any corrective actions taken and steps to prevent recurrence.

Escalation and Review

If a complainant is not satisfied with the initial outcome, they may request an internal review. The review will be handled by a senior manager who was not involved in the original investigation. The senior review focuses on the adequacy of the investigation, whether evidence was properly considered, and whether the remedy offered was appropriate. Reviews will be completed within twenty-one calendar days of receipt where practicable.

When resolution is not achieved through internal processes, complainants are informed of alternative avenues for independent assessment, which may include industry arbitration or regulatory referral depending on the nature of the complaint. The company will co-operate with independent bodies and provide case records in line with legal and privacy obligations.

The company commits to learning from complaints to improve its clearance operations, rubbish collection processes and customer service standards. Trends and lessons are reviewed periodically and integrated into staff training, operational protocols and quality assurance checks.

Other Important Notes

All formal complaints are handled with confidentiality and respect. Retaliation against any person who raises a genuine concern in good faith will not be tolerated. Complainants should note that frivolous or malicious complaints may be closed if there is clear evidence they are unfounded.

Records retention: Documentation arising from complaints is retained in accordance with the company’s record retention policy and applicable law. This ensures that relevant information is available for future reference, regulatory inspection or follow-up action.

Accessibility: The procedure will be made available in accessible formats on request, and reasonable adjustments will be made to support complainants with specific needs. The organisation seeks to ensure fairness, transparency, and proportionality in all complaint investigations.