Complaints Procedure for Harrow House Clearance

This complaints procedure explains how Harrow House Clearance and affiliated rubbish removal teams handle concerns raised by clients about house clearance, waste disposal and associated services. It is designed to be clear, fair and accessible for anyone who needs to challenge a decision, service level or behaviour. The policy applies to all service areas the company serves and deliberately avoids citing local legal references; it focuses on fair process, timeframes and outcomes.

We aim to resolve most issues informally and quickly. If you have a concern about a collection, recycling practice, site conduct or disposal record, please raise it as soon as possible. Our first step is to gather facts and evidence so we can investigate thoroughly. Records of the initial report, staff notes and any photographs will be kept to ensure a transparent review.

If the matter cannot be resolved informally, a formal complaint can be submitted in writing. A written complaint should include a clear description of the issue, relevant dates, and any supporting documentation. Our complaints team will acknowledge receipt within three working days and provide an outline of the next steps. Timely reporting helps speed resolution and preserves evidence.

The formal investigation is conducted by a member of the complaints team or an independent reviewer where appropriate. This stage involves:

• Gathering all relevant information from staff, contractors and any third parties involved.
• Reviewing operational logs, vehicle manifests and disposal documentation.
• Assessing compliance with company policies and environmental standards.

Throughout the process we maintain impartiality. Decisions are based on the balance of probabilities, supported by documentation and witness accounts. Confidentiality is respected for all parties, but we may need to disclose certain information where required by law or regulatory obligations.

Once the investigation is complete, a formal written response will be issued. This response will: outline findings, set out any remedial actions, and state whether the complaint is upheld in whole, in part, or not upheld. We aim to issue this response within 15 working days of acknowledgement, though complex cases may require more time. When more time is needed we will provide regular progress updates.

Remedies may include, where appropriate: a corrective action plan for staff, re-performance of a service, a goodwill gesture or a commitment to change a working practice. Any remedial action will be proportionate to the issue identified, with a focus on preventing recurrence rather than merely compensating for past inconvenience.

If you are dissatisfied with the outcome, you can request an internal review. The request should explain why the original decision is considered inadequate and include any new evidence. An internal review is carried out by a senior manager not previously involved in the case, and we will respond with a final decision within 20 working days of that request.

We maintain a log of all complaints and outcomes to enable continuous improvement. Regular trend analysis helps us identify recurring issues — for instance, route planning failures, crew conduct, or documentation errors — so we can update training, revise procedures and improve customer experience across our house clearance and rubbish collection services.

Escalation and external review: if you remain unsatisfied after the internal review, you may refer the matter to an independent third party or a regulated industry body relevant to waste management and consumer protection. We will cooperate fully with any accredited external reviewer and provide the records necessary for their assessment. While we cannot direct which external body to use, we will confirm which regulators oversee our activities and how external review normally proceeds.

Complaints may sometimes involve allegations of regulatory non-compliance or environmental harm. In such cases we will, where appropriate, notify regulators and follow their guidance on investigation and remedial measures. Our aim is to ensure any risk to public safety or the environment is addressed promptly and responsibly.

Our commitments to complainants include: prompt acknowledgement, transparent processes, fair and unbiased investigations, and clear explanations of outcomes. We also commit to recording lessons learned and making changes where deficiencies are identified. Staff involved in upheld complaints receive targeted training to prevent repetition.

To help us process complaints efficiently, please provide as much detail as possible when submitting a formal complaint. Evidence such as photographs, collection notes or contract references expedites investigation. We will confirm the complaint number and the reviewer's identity once the case is opened.

Finally, we encourage constructive engagement. Our objective is to resolve disputes fairly, restore trust and improve the quality of our house clearance and rubbish removal services. By following this complaints procedure, Harrow House Clearance demonstrates a commitment to accountability, continuous improvement and responsible waste management across its service area.