Complaints Procedure for Hornsey House Clearance Services

Purpose and scope: This page sets out the formal complaints procedure for Hornsey House Clearance and associated property clearing services. It applies to matters arising from our house clearance in Hornsey, rubbish collection and waste management work, and related customer service issues. The aim is to ensure complaints are handled fairly, consistently and promptly. We treat every concern seriously and commit to clear, transparent steps that protect the rights of customers and reflect our obligations as a waste removal and clearance company.

Who can complain: Anyone who has used our Hornsey house clearance services, or who has been affected by our rubbish removal activities, may raise a complaint. Complaints may be made by a client, a named representative, or an authorised third party acting on behalf of a property owner. We do not accept anonymous complaints where further details are needed to investigate, but we will consider them where appropriate. All matters are treated with confidentiality and impartiality.

Informal resolution: Wherever possible we encourage an initial attempt at informal resolution. Most issues can be resolved quickly through discussion with the operative on site or with a supervisory member of the Hornsey waste removal team. If the issue remains unresolved after this step, or if the complainant prefers formal consideration, the complaint should be escalated to our formal complaints process described below.

Step 1 — Submit a formal complaint: To bring a complaint into our formal process, provide a clear description of the issue, the date(s) and location(s) involved, any reference numbers, and the desired outcome. Please include any supporting information such as photographs or documentation. For issues related to house clearance Hornsey operations, include details of the job and the names of any staff involved when known.

Step 2 — Acknowledgement: We will acknowledge receipt of a formal complaint in writing. The acknowledgement confirms the complaint has been logged and gives an estimated timescale for investigation. It also explains who will handle the matter and how the complainant will be kept informed. Our acknowledgement will include a unique complaint reference to help track progress.

Step 3 — Investigation: A designated complaints officer will investigate the complaint objectively. This may include reviewing job records, speaking to staff involved in the property clearance, checking waste removal documentation, and examining any supplied evidence. The investigation aims to establish the facts and to identify any service failures, breaches of procedure or areas for improvement.

Step 4 — Response: On completion of the investigation, we will provide a clear written response outlining our findings and any steps we will take. Where we identify shortcomings we will explain proposed remedies which may include corrective action, a revised service, or other reasonable measures to resolve the matter. In cases involving waste disposal compliance we will detail any regulatory steps taken.

Step 5 — Escalation: If the complainant is not satisfied with the outcome, they may request escalation within the organisation. Escalation triggers a secondary review by a senior manager who has not been involved in the original investigation. This review will reassess the evidence and the previously proposed remedies and will issue a final internal decision within a defined period.

Step 6 — Final position and closure: Following escalation, the senior manager will issue a final position statement. This statement records the outcome, explains the reasons for the decision and, where relevant, confirms any corrective actions and timescales. The complaint file is then closed, subject to any statutory retention requirements related to waste management records.

Record keeping and learning: All complaints are recorded and retained to allow analysis of trends and to support continuous improvement of our Hornsey rubbish removal and property clearance services. Records will include the complaint details, investigation notes, correspondence, findings and remedial actions. We use this information to update policies, training and operational procedures to reduce recurrence and enhance client satisfaction.

Timescales: We endeavour to acknowledge formal complaints promptly and to complete full investigations within a reasonable period, typically within 20 working days of acknowledgement. Complex cases involving third-party contractors or regulatory bodies may require additional time; if so, we will keep the complainant informed of progress and revised timescales.

Principles we follow: Our complaints handling follows principles of accessibility, fairness, transparency and responsiveness. We aim to be proportionate in our responses, to respect privacy, and to apply impartial judgement. Where appropriate, we will explain any limitations on remedial action, including legal or regulatory constraints relevant to waste removal or house clearance activities.

Independent review options: If, after exhausting our internal procedures, a complainant remains dissatisfied, they may seek an independent review where applicable under relevant consumer or environmental dispute mechanisms. The availability of independent avenues depends on the nature of the complaint; we will explain possible external routes in our final position statement where appropriate.

Preventing recurrence: We commit to using lessons from complaints to improve our house clearance in Hornsey and nearby service areas. This includes reviewing operational procedures, enhancing staff training and updating customer-facing information to reduce misunderstandings and service failures.

Accessibility statement: Our complaints procedure is designed to be accessible and non-discriminatory. Assistance is available to help people who require support to make or progress a complaint, including reasonable adjustments for communication needs. Our approach ensures complaints about Hornsey waste removal, removal of household rubbish, or full property clearances are managed respectfully and thoroughly.