Complaints Procedure for Hounslow House Clearance
This Complaints Procedure explains how Hounslow House Clearance and associated rubbish removal services handle concerns from customers and third parties. We aim to resolve issues promptly and fairly for anyone using house clearance, waste removal, or clear-out services within our service area. If you have a complaint about our collection, disposal, recycling practices, or the conduct of our crew, this page describes the steps we will take to investigate and respond. We emphasise clear, respectful communication and a structured approach to ensure matters are addressed professionally.
We encourage complaining parties to provide a clear account of the issue, including dates, location of the service, and a description of the problem. Relevant variants of our service name — such as house clearance in Hounslow, rubbish removal Hounslow, or home clearance services — may be referenced in your complaint to help identify the specific booking or visit. Please note this procedure covers the formal handling of complaints and does not provide guidance on everyday service use.
When a complaint is received it is logged and acknowledged. The acknowledgement will set out the complaint reference and the expected timeframe for our response. We aim to provide an initial acknowledgement within 3 working days and an investigatory response within 15 working days. During the assessment stage we may contact the complainant to request additional information, photographs, or supporting documents to ensure a thorough review. Our objective is to reach a resolution that is fair, proportionate and aligned with waste management and environmental obligations.
How we investigate complaints
Investigations are conducted by a designated complaints officer or a member of the management team with responsibility for operational standards. The investigation will consider all relevant evidence, including job records, photographic evidence, crew reports, and any contractual terms that applied to the clearance. We examine whether operational processes, risk assessments, or statutory disposal rules were followed. If a complaint involves alleged damage or loss, we will review photographic evidence and witness accounts and evaluate whether the claim falls within our liability terms.
Throughout the process we aim to keep complainants informed of progress. Where remedial action is appropriate we will propose steps to resolve the matter, such as arranging a follow-up visit, offering to collect missed items, or making a goodwill adjustment where operational fault is established. Resolution options vary depending on the specific circumstances and the nature of the service booked (for example, full house clearance, single-room clearance or bulky waste collection). We treat every complaint seriously and commit to documenting the outcome for continuous improvement.
For transparency, we will explain the rationale for our decision and the evidence considered. If the complaint cannot be upheld, the decision letter will outline why and provide the complainant with information about any further review steps available internally. Appeals or requests for review should set out any additional information or new evidence for consideration.
Complaint stages and timelines
The typical stages are:
- Stage 1 — Acknowledgement: within 3 working days.
- Stage 2 — Investigation: detailed review within 15 working days of acknowledgement.
- Stage 3 — Outcome and closure: we aim to conclude within 30 working days unless exceptional circumstances require more time.
If an extended investigation is necessary, we will inform the complainant of the reason for the delay and provide an updated timetable. We ensure that investigations are independent of the staff involved in the original service delivery whenever practical. Our aim is to ensure impartiality and that any remedial actions are proportionate. Where policies or practices need revision, we record the changes as part of our continuous improvement process for all clearance and rubbish removal operations.
Outcomes may include an apology, an explanation of events, operational corrections, staff retraining, or, in limited cases where liability is established, financial redress appropriate to the proven loss or inconvenience. We use complaint outcomes to refine procedures for house clearance services, bulky waste collection and responsible disposal. Records of complaints and the corrective steps taken are retained to demonstrate compliance with good practice and to support ongoing service quality.
Additional notes: we respect confidentiality and data protection when handling complaints. All records are managed in accordance with applicable data standards and used only for the purposes of investigation and service improvement. If you are submitting a complaint, please provide a clear description, evidence where possible, and indicate your desired outcome. This helps us assess the issue efficiently and propose an appropriate resolution.
Review and policy update: the complaints process is reviewed periodically to ensure it remains effective and aligned with regulatory expectations for waste management and clearance operations. We welcome constructive concerns about our rubbish clearance and house clearance services that support safer, more reliable operations for customers.
Note: This document is a formal complaints process description and is not a contract or service booking form. It is intended to explain how issues are handled and how resolutions are reached for house clearance related complaints across the service area.