Complaints Procedure for Flat Clearance Dalston

Purpose and scope

The purpose of this Complaints Procedure is to set out a clear, fair and transparent process for handling concerns about our flat clearance in Dalston and related waste removal services. This policy applies to all customers who use our Dalston flat clearance services or any rubbish removal Dalston offers, and it establishes how complaints are received, investigated and resolved. It is designed to protect both the customer and the service provider and to encourage continuous improvement.

We acknowledge that sometimes expectations are not met. If you are unhappy with any aspect of a flat clearance Dalston job — whether it's timing, handling of items, or disposal practices — this procedure explains how to raise the matter, what to expect from the investigation, and the timelines for responses.

We aim to resolve issues quickly and sensitively. When a complaint is raised, it will be logged and assigned a unique reference. The assigned case handler will keep records of all communication and steps taken. This creates a consistent approach across all rubbish removal Dalston operations and helps ensure that complaints are treated seriously and confidentially.

Common grounds for complaints include missed collections, damage during clearance, disputed charges, unclear disposal methods, and perceived unprofessional behaviour. Each complaint will be categorised by severity and treated accordingly, with urgent matters escalated to senior staff immediately.

The core principles that guide our approach are: fairness, transparency, timeliness and accountability. We commit to treating every complaint with respect and to providing a reasoned explanation of our findings.

The complaints process comprises the following stages. Each stage includes expected timeframes and what the customer can reasonably expect:

• Stage 1: Acknowledgement — We will acknowledge receipt of your complaint within two business days. This acknowledgement includes the complaint reference and the name of the staff member handling the case.
• Stage 2: Initial assessment — An initial assessment will take place within five business days to determine whether immediate remedial action is needed.
• Stage 3: Investigation — The investigation will normally be completed within 15 business days. In complex cases, we will inform you of any expected delays and provide regular updates.

Throughout these stages we will attempt to keep communication clear and concise. If additional information or photographic evidence is required, we will specify what is needed and provide a secure method for submission.

Investigation of complaints will include speaking with the staff involved in the Dalston flat clearance assignment, reviewing any relevant job records, photos, invoices, and third-party documentation where applicable. We will evaluate whether company policies and industry standards for waste clearance Dalston were followed.

Possible outcomes of an investigation may include an apology, a refund (full or partial), a credit against future work, remedial work at no extra charge, or confirmation that no fault was found. Remedies are determined on the basis of evidence and proportionality.

All outcomes will be communicated in writing. If a complaint results in procedural changes or staff training, we may inform complainants of the general nature of those improvements while respecting privacy and confidentiality.

Appeals and escalation: if you are dissatisfied with the outcome, you may request an internal review by a senior manager within 14 days of receiving the decision. The internal review will consider whether the original investigation was thorough and fair and will normally be concluded within 20 business days.

If you remain unhappy after the internal review, information about independent dispute resolution bodies that handle consumer issues in the waste management and local services sector may be provided. We will supply this information without endorsing a particular organisation.

Record keeping and confidentiality

We will keep records of complaints and their outcomes for a minimum period consistent with industry practice and regulatory requirements. Records are handled in accordance with data protection obligations. Only authorised staff will access detailed complaint files, and personal information will not be shared publicly without consent.