Complaints Procedure — Nottinghill House Clearance

At Nottinghill House Clearance we aim to deliver reliable, respectful and efficient house clearance and rubbish removal services. This complaints procedure explains how concerns are handled, the timescales you can expect and the standards we follow. It applies to all enquiries about our house clearance, waste clearance and removal services across our service area. Our goal is to resolve issues promptly while maintaining transparency and fairness. Please note that this is a legal and procedural statement rather than a customer guide and does not include contact details or promotional content.

Scope and eligibility

This procedure covers complaints about the quality of service, missed or delayed collections, damage alleged to property during clearance, pricing concerns, and failures to follow agreed terms. It is applicable to private household clearances, tenancy clear-outs and small commercial waste clearance where we have been engaged. Complaints relating to events outside our control — such as third-party contractor actions or official disposal site delays — will be assessed to determine responsibility, and we will outline any next steps for parties involved.

How to raise a complaint

To register a complaint you should make a clear statement of the issue, including the date, service type (for example: house clearance, rubbish removal, waste clearance) and any relevant booking reference if available. Your complaint can be submitted in writing or verbally during regular business hours; we commit to recording every complaint received. When you raise an issue, you should expect an acknowledgement within a defined timeframe, and an outline of the next steps. We do not publish contact details in this legal page, but the process described here will be followed whenever a complaint is received via the company's official channels.

Acknowledgement and initial assessment — Upon receipt we will log your complaint and carry out an initial assessment to identify its nature and severity. This assessment determines whether the matter can be resolved quickly or requires a formal investigation. Wherever possible we will propose an immediate remedy for straightforward issues, such as rescheduling a missed collection or clarifying an invoice. For more complex matters we will open a formal investigation and allocate a case handler.

During the assessment stage we gather evidence including job records, staff statements, and any photographic or documentary material available. If property damage or health and safety concerns are claimed, we prioritise factual verification and risk mitigation. That may include arranging an inspection, engaging technical specialists, or temporarily halting related activities while the enquiry proceeds.

Investigation and decision

The formal investigation will be objective and proportionate. We aim to complete standard investigations within a set timeframe and communicate progress to the complainant. Possible outcomes include: a determination that the complaint is upheld with proposed remedial action; a partial uphold where some elements are validated; or not upheld if evidence does not support the claim. Remedies may include corrective rework, financial adjustment, or enhanced procedures to prevent recurrence. When assessing remedies, we consider the nature of the service (e.g. house clearance, rubbish removal or waste disposal) and any relevant regulatory obligations.

Escalation and independent review

If you are not satisfied with the outcome of the initial investigation you may ask for an internal escalation. An escalation triggers a review by a senior manager who was not involved in the original decision. The escalation will be acknowledged and reviewed within a published timeframe. In limited circumstances, we may advise that an independent review or third-party mediation is appropriate; this will be explained in the escalation response. We aim to keep escalation routes accessible and proportionate to the scale of the complaint.

All complaints and their outcomes are recorded to support continuous improvement. Records include the complaint details, investigation notes, evidence gathered, outcomes, and any corrective actions taken. These records are retained in accordance with our retention policy and relevant data protection laws. We treat all complaint information as confidential and handle it with care, sharing details only with those required to investigate or implement remedies.

Timelines and expectations — We set clear timelines for each stage: acknowledgement, initial assessment, investigation and final response. Where a matter is complex and requires more time, we will notify you of the reason for delay and provide estimated completion dates. For most routine complaints about service standards in house clearance and rubbish removal, we aim to provide a substantive response within a few weeks; more complex investigations may take longer depending on evidence gathering and third-party involvement.

Resolution and monitoring — After a decision is made we will outline the steps taken and any remedies provided. We also review trends in complaints to identify training needs, service adjustments or policy changes. This helps us improve operational reliability across our clearance and removal work. Where appropriate, corrective actions are tracked to completion and reviewed for effectiveness.

We are committed to fairness, promptness and learning from every complaint. This procedure ensures that concerns about Nottinghill house clearance operations and related rubbish company services are treated seriously and resolved in a consistent, documented manner. It forms part of our wider governance and quality framework and is subject to periodic review to remain aligned with regulatory expectations and best practice.