Complaints Procedure — Flat Clearance Abbey Wood

This Complaints Procedure sets out how concerns and complaints about flat clearance services are handled by the rubbish removal and flat removal team. It applies to all aspects of our work related to flat clearance in Abbey Wood and associated waste collection, including bulky item removal and clearance of communal spaces. The aim is to provide a clear, fair and timely method for resolving issues while maintaining transparency and protecting the rights of residents and clients. We take complaints seriously and use them to improve operational standards and customer care.

Scope and applicability

This policy covers enquiries, complaints, and disputes arising from Abbey Wood flat clearance projects, including scheduling problems, damage to property, unacceptable behaviour by operatives, missed collections, and concerns about disposal methods. It does not replace statutory legal rights but provides the procedure used by the removal service to investigate and resolve matters. Where a complaint involves safety or potential criminal activity, the relevant authorities may be informed.

To submit a complaint you should provide as much detail as possible. Essential information helps achieve a faster, fair outcome. Please include:

• Date and time of the incident or service visit;
• Full description of the issue and the names of any operatives involved (if known);
• Photographic evidence where relevant and a description of any damage or loss;
• Reference numbers for bookings, invoices or job sheets if available.

Acknowledgement and initial assessment

All complaints received are acknowledged promptly. On receipt, an initial assessment determines the appropriate route for investigation and whether immediate remedial action is needed. Timeliness is central: acknowledgement will normally be sent within three working days and a more detailed response within 10 working days unless further investigation is required.

The investigation will be proportionate to the complaint. Investigators will gather records, review job notes, consult with the operative(s) concerned, inspect photographic evidence, and, where appropriate, visit the site. Some matters can be resolved informally and quickly, while others require a formal investigation. Throughout this phase, the complainant will be kept informed of progress and likely timescales.

During investigation the company may propose interim measures to prevent recurrence, such as retraining of staff, review of handling procedures for bulky waste, or adjustments to scheduling. Any proposed remedial actions will be clearly set out and subject to final agreement once the investigation concludes.

The outcome of the investigation will be communicated in writing and will explain the findings, the reasoning behind decisions, and any corrective steps. Outcomes can include acceptance that service standards were not met and an apology, a plan for remedial work, or an explanation that the investigation found no breach of procedure. Where appropriate, compensation or corrective service may be offered as part of a resolution.

If the complainant is unsatisfied with the initial outcome, the complaint can be escalated internally to a senior manager or a formal complaints panel. This escalation triggers a secondary review of the original investigation and any new evidence submitted. The escalation review aims to be independent, impartial, and completed within a further 15 working days where possible.

For complaints that remain unresolved after internal escalation, external routes are available. This may include referral to an independent mediator or an industry ombudsman where applicable. The procedure will explain the limits of such external review, and complainants will be advised of appropriate regulatory bodies that oversee waste management and consumer protection, but no direct contact details are provided here.

Record keeping is essential. All complaints and their outcomes are logged and retained in accordance with data protection principles and internal retention schedules. Records include initial complaint details, investigation notes, correspondence, corrective actions taken, and the final outcome. These records assist with quality assurance and help identify patterns that inform service improvements.

Confidentiality is respected where possible. Investigations require sharing certain details with staff involved in the operation so they can respond and provide evidence. Personal information is managed carefully and only used for the purposes of investigating and resolving the complaint.

We are committed to continual improvement: complaints are reviewed periodically to identify training needs, procedural changes and opportunities to enhance the customer experience for residents seeking flat clearance and rubbish removal services. The objective is to maintain trust and to ensure that Abbey Wood flat clearance work is performed to consistently high standards.

Policy review and updates: This complaints procedure is subject to periodic review to align with changes in regulation and service delivery. Any substantial changes will be recorded and the revised process applied prospectively to new complaints.

By following these steps, the flat clearance team aims to resolve complaints fairly and efficiently while demonstrating accountability and a willingness to learn from every concern raised. The approach balances transparency with procedural rigor to maintain service quality across all flat removal and clearance operations.