Complaints Procedure for Office Clearance Hackney

Purpose: This document sets out the formal complaints procedure for our office clearance and commercial waste removal activities operating in the wider rubbish company service area. It explains how to raise a concern, what information we need, the steps we take to investigate, and the timescales you can expect. The aim is to resolve issues fairly, promptly and transparently while improving our rubbish removal service.

What counts as a complaint

Not every question or request is a complaint; however, if you are dissatisfied with the quality, timing, conduct of staff, damage related to a clearance, or the way an issue was handled, then this procedure applies. Examples include delays to an office clearance, missed collections, incorrect fees, or safety concerns during a commercial clearance delivery.

How to raise a concern

To help us investigate efficiently, provide a clear description of the problem, the date and time it occurred, any reference numbers (booking or invoice numbers), and the name of the team or staff involved if known. Where relevant, include photographs and a brief statement of the outcome you want. We will acknowledge receipt and confirm the next steps.

On receiving a complaint we will: acknowledge it promptly, log the details, and assign a handler. We aim to send an initial acknowledgement within three working days and provide an estimated resolution timeframe. Our acknowledgement will explain the investigation process and the point of contact for updates.

Investigation and evidence

Investigations are proportionate to the nature of the complaint. We will gather evidence including job sheets, staff statements, vehicle logs, and any supplied photos. We may contact you for clarification. All information will be treated with respect and in confidence. If a complaint involves damage, evidence of the condition before and after the operation helps speed resolution.

Where appropriate, the complaint will be reviewed by a manager or team lead. If specialist technical input is required—for example to assess waste categorisation, safe handling, or recycling claims—we will consult relevant specialists within our operations team. We will record findings and proposed remedies, and present these to the complainant for agreement.

Resolutions can include apologies, corrective action such as re-attending a site, rectifying removal or disposal errors, offering a partial or full refund, or issuing a credit against future work. We will not delay reasonable redress while other matters are being investigated. Any remedy offered will be fair and proportionate to the complaint.

Escalation

If you are not satisfied with the initial outcome, the complaint may be escalated to a senior manager for review. An escalation will normally be acknowledged within three working days and reviewed within a further ten working days. Escalation provides an independent second look at the evidence and any remedial actions already taken.

Record keeping and learning: We maintain records of complaints, investigations, and outcomes to identify trends and prevent recurrence. Records are retained and reviewed as part of our continuous improvement activities. This helps strengthen our office clearance and rubbish collection processes across the service area.

Confidentiality and fairness are core to this procedure. We will treat each complaint objectively and with respect to privacy. If a complaint involves third parties (for instance, subcontractors), we reserve the right to investigate with them while safeguarding any confidential information provided by the complainant.

Timeframes: Typical timeframes are an initial acknowledgement within three working days, a substantive response or proposed remedy within 14 working days, and a finalised resolution within 28 working days where practical. Complex matters may require more time; in such cases we will keep you informed of progress and provide interim updates.

Monitoring and review: Our leadership team reviews complaint trends periodically to ensure the office clearance service and associated rubbish company operations meet expected standards. Lessons learned inform staff training, operational changes, and policy updates. We treat complaints as an opportunity to improve service in the commercial clearance and waste removal areas.