Complaints Procedure — Victoria House Clearance

This Complaints Procedure sets out how Victoria House Clearance and associated house clearance services handle concerns about rubbish removal, waste clearance, and related site work. It applies to all service enquiries and jobs undertaken by our team across our service area and aims to ensure that all complaints are addressed promptly, fairly and transparently. The procedure is designed for clarity and consistency so customers and stakeholders know what to expect when they raise an issue about our house clearance or household rubbish disposal services.

Our approach is to acknowledge and investigate complaints efficiently while maintaining confidentiality and respect for everyone involved. We believe a well-handled complaint helps us improve operational standards for waste removal, bulky item collection and estate clearance tasks. This procedure outlines stages from initial receipt through investigation, outcome and any available escalation, and includes expected timeframes and records management to support accountability.

Complaints can concern any element of house clearance, such as missed collections, damage during rubbish removal, unanticipated charges, safety concerns on site, environmental issues related to waste disposal, or poor customer service. Not every expression of dissatisfaction will be a formal complaint, but all issues are taken seriously. Where appropriate, minor matters may be resolved informally at first contact; more complex matters are recorded and progressed under the formal complaint stages described below.

How to Raise a Concern

Customers may raise concerns verbally or in writing. Our policy accepts complaints submitted through the usual communication channels provided at the time of booking. If you are unsure whether a matter should be treated as a complaint, explain the issue and it will be assessed. To help us investigate effectively, please provide a clear description of the issue, relevant dates, job reference where available, and any supporting information such as photographs or invoices. Do not include personal financial details in unsolicited attachments.

In general, the steps we follow are:

• Receipt and registration of the issue in our complaints log.
• Initial assessment to determine whether it can be resolved informally or needs a formal investigation.
• Allocation to the appropriate manager or investigator who will handle the case.

We aim to acknowledge all complaints within three working days and to provide an initial assessment of the likely timescale for a substantive response. If the complaint can be resolved quickly at first notice, we will do so and close the matter with a confirmation of the outcome. For complaints requiring investigation, we set an expected response deadline and keep the complainant updated on progress.

Investigation, Resolution and Outcomes

Investigations are proportionate to the nature and seriousness of the complaint. Typical investigative steps include a review of job notes and records, interviews with operational staff, site visits where necessary, and evaluation of photographic or documentary evidence. Outcomes vary depending on findings and may include an apology, corrective actions such as rework or collection adjustment, a refund or discount where appropriate, and changes to operating procedures to prevent recurrence.

Decisions about compensation are made on a case-by-case basis according to the impact of the service shortfall and any demonstrable loss. Compensation is not automatic; where offered it will be fair, proportionate and documented. Records of the complaint, actions taken and outcome are retained securely to inform continuous improvement across our rubbish clearance and house clearance operations.

If you remain dissatisfied after our response, the complaint may be escalated within the organisation for an internal review by senior management. We will outline how to request escalation in our written reply. Escalation triggers a fresh review of the case, typically by a manager not previously involved, and may lead to a revised outcome where justified. Escalation is intended to ensure impartial reconsideration and to provide an additional opportunity for resolution.

Confidentiality and record-keeping are central to the complaints process. Personal data collected during complaint handling is processed in line with applicable data protection standards and only used to investigate and resolve the issue. Our records help us spot recurring problems and implement systemic changes across waste removal, clearance and site operations.

We treat all complaints seriously and use them as a mechanism for improving service delivery. Our commitment is to respond clearly and promptly, to act on substantiated concerns, and to learn from mistakes so that the quality of our house clearance, rubbish removal and waste management services continues to improve. This document describes the procedure rather than providing legal rights; any customer with outstanding concerns after exhausting internal escalation may, if applicable, seek independent advice or external dispute resolution options available within regulatory frameworks governing waste services.