Complaints Procedure — Office Clearance Lambeth

Purpose: This document sets out the formal complaints procedure for our office clearance and commercial rubbish removal services. It explains the scope of complaints we handle, how complaints are recorded, investigated and resolved, and the commitments we make to those who use our office clearance services in the service area. The policy is intended to be clear, fair and proportionate and applies to office clearance Lambeth and related commercial clearance work.

Who may raise a complaint: Complaints may be submitted by any customer, authorised representative or third party directly affected by the conduct or performance of our commercial clearance operations. A complaint can relate to service delivery, damage, health and safety concerns, missed appointments, incorrect charges, or behaviour of staff or contractors. The term rubbish removal service is used throughout to include waste collection, furniture removal, and site clearance.

Documented complaint form and evidence photos for an office clearance case

How to raise a complaint

To make a complaint, please use the channel you used to book the service or the method set out in your service agreement. When submitting a complaint please include the following information where possible:

Your name and account reference or booking reference
Date, time and location of the service or incident
A clear description of the issue and desired outcome
Relevant photographs, receipts or job notes that support the claim

Providing complete information helps speed up the review and reduces the need for follow-up questions.

Acknowledgement and initial review

On receipt of a complaint we will acknowledge it promptly. This acknowledgement will confirm the complaint has been registered and provide details of the next steps. We aim to acknowledge all complaints within three working days and to allocate a case handler who will take ownership of the investigation. The initial review will determine whether the matter can be resolved quickly or requires a fuller investigation.

Investigation process

The investigation will be proportionate to the nature and seriousness of the complaint. Typical steps include: assigning a case handler, gathering job records and staff statements, reviewing photographic evidence and, where appropriate, arranging a site inspection. Investigations may involve interviews with crew members, subcontractors or client representatives. We will keep a clear record of all actions taken and the rationale for decisions.

Confidentiality: All complaints will be handled in confidence where possible, subject to legal and operational obligations. Information collected during an investigation is retained to support case resolution and to help prevent recurrence.

Resolution and outcomes

Once the investigation is complete the case handler will determine an outcome and, where appropriate, propose a remedy. Outcomes may include:

Rectification work or a repeat visit to complete the office clearance
Partial or full refund where services were not delivered as agreed
Formal apology and staff coaching or disciplinary action where conduct was inappropriate
Where loss or damage is identified, a fair and proportionate settlement in line with our terms

We strive to provide a clear explanation of the basis for any resolution and the timescale for implementation. If immediate remedial action is required for safety or environmental reasons, this will be prioritised.

Timescales for responses

We endeavour to provide a substantive response to most complaints within 10 working days. Where further enquiries are needed we will keep complainants informed of progress and provide a realistic estimate for final resolution. If exceptional circumstances extend the timeframe, the case handler will notify the complainant with reasons for the delay.

Escalation and independent review

Should a complainant remain dissatisfied with the outcome they may request an internal review by senior management. The escalation will be handled by a senior reviewer not previously involved in the investigation. The reviewer will re-assess the evidence and the fairness of the outcome and provide a final internal response. Our aim is to conclude internal reviews within 20 working days of escalation, where practicable.

Senior manager reviewing an escalated office clearance complaint Appeals, monitoring and learning

We maintain records of complaints and routinely analyse trends to improve service delivery across our office clearance and rubbish removal operations. Lessons learned may result in revised procedures, additional training for staff, or changes to subcontractor arrangements. Continuous improvement is part of our commitment to reliable commercial clearance and waste removal performance.

Final outcome and improvement actions recorded for a clearance complaint Final note: This complaints procedure is intended to be accessible and robust. It reflects our commitment to addressing concerns about our office clearance services professionally and transparently. By recording, investigating and learning from complaints we aim to maintain high standards across the full range of removal and rubbish clearance services. We treat every complaint seriously and use each one as an opportunity to improve.