Complaints Procedure — Finchley House Clearance

Purpose and scope: This Complaints Procedure explains how Finchley House Clearance and associated rubbish removal services handle concerns and formal complaints about house clearances, waste removal operations and related customer service matters. It applies to all clients, whether they book a full house clearance, a single-item removal or recurring rubbish collection. The aim is to resolve issues promptly, fairly and transparently while maintaining compliance with regulatory and environmental obligations for rubbish companies and waste contractors.

Principles we follow

Our approach is guided by the following principles: fairness, impartiality, timely action and clear communication. We treat every complaint seriously, record it in our internal register, and ensure a structured investigation. Complaints about damage, missed collections, pricing disputes or health and safety concerns are investigated with the same level of attention. We are committed to improving our house clearance and waste removal standards through lessons learned and corrective actions.

How to submit a complaint

To make a complaint you should provide a clear description of the issue, including the date, approximate time, location of the job, names of any staff members involved (if known), and any supporting evidence such as photos or invoices. Please state whether you are seeking a refund, repair, replacement, or another form of remedy. Complaints may relate to the house clearance service, rubbish removal performance, or conduct of personnel.

When you lodge a concern it will be acknowledged in writing within a short timescale and entered into our complaints log. Initial acknowledgement confirms we have received the complaint and sets expectations for response times and next steps. Where possible we offer a provisional timeframe for the full investigation outcome. The company aims to complete routine investigations within 14 working days, though complex matters may require longer.

Investigation process: An assigned complaints officer will gather relevant information, interview staff or contractors involved, review job notes and photographic evidence, and assess contract terms or quotations that apply to the service provided. For disputes regarding waste classification, disposal routes or recycling content, we consult our operational teams and, where necessary, third-party waste contractors to verify records.

Outcomes may include one or more of the following: an apology, a partial or full refund, corrective work to rectify damage, a discount on future services, or a written explanation of why the service met contractual obligations. We record findings and the chosen remedy in the case file. If a complaint identifies a systemic issue, it triggers internal review and process improvement measures across clearance teams and rubbish removal workflows.

Where a complaint involves health and safety, environmental risk or potential regulatory breach, we escalate immediately to senior management for urgent action. Any alleged criminal activity or threats to public safety will be handled with the appropriate authorities while preserving evidence and cooperating fully with investigations. Our commitments in such cases prioritise safety, lawful waste handling and environmental protection.

Escalation and review

If you are dissatisfied with the initial response you may request an internal review. An escalation will be assigned to a senior manager not previously involved in the case. The review focuses on whether the original investigation and remedy were reasonable, proportionate and consistent with company policy. Reviews are documented and we aim to respond to escalations within 10 working days of receipt.

Third-party mediation and external options

Where internal escalation does not resolve the dispute, we can consider independent mediation or arbitration where appropriate and agreed by both parties. For issues involving licensed waste transfers, disposal contracts or environmental compliance, complainants may also refer the matter to the relevant regulatory body or industry ombudsman. We respect the right of customers and other stakeholders to seek external review while we maintain cooperation and open records for scrutiny.

Confidentiality and data protection: All complaints are handled confidentially and in accordance with applicable data protection rules. Case records are retained only for as long as necessary to satisfy legal, regulatory and business needs and are stored securely. Information provided during a complaint will be used solely to investigate and resolve the issue and to improve house clearance and waste removal services.

Record keeping and learning: We maintain a central complaints register used for trend analysis, staff training and operational improvement. Regular reviews of complaints data guide changes to service standards, contractor selection, vehicle and equipment protocols, and customer communications. This ongoing learning supports higher-quality clearances, safer rubbish removal procedures and better overall client experience.

Commitment to continuous improvement: Finchley House Clearance acknowledges that no service is perfect. We value complaints as a vital tool for improvement in house clearances, rubbish collection and waste management. By responding transparently and acting on confirmed issues, we aim to strengthen trust in our service area and ensure that any future rubbish company engagements meet reasonable expectations and regulatory requirements.

What we expect from complainants: Please provide accurate information, relevant evidence and reasonable time for our teams to investigate. Frivolous or abusive complaints will be handled consistently with good practice and may be closed if they cannot be substantiated. We aim to maintain respectful two-way communication throughout the process.

Closing a complaint: Once a complaint is resolved we will confirm the outcome in writing and, where appropriate, document agreed remedial actions. If you remain dissatisfied after exhausting our procedure you may seek review by an appropriate external body. Complaints that lead to operational changes are tracked to completion to confirm that remedial steps have been effective.

Final note: This Complaints Procedure outlines how house clearance disputes and rubbish service concerns are handled with fairness and attention to regulatory and environmental responsibilities. It is intended as a clear, proportionate framework for resolving matters and improving standards across clearance and waste removal operations.