Flat Clearance Kentish Town — Complaints Procedure

This Complaints Procedure sets out how our flat clearance and rubbish removal services will receive, record and handle complaints. It applies to all clients using flat clearance in Kentish Town and covers expectations for timely, fair and transparent outcomes. The purpose of this policy is to ensure that every concern raised about a Kentish Town flat clearance job is treated seriously, investigated impartially and resolved in a way that is proportionate to the issue raised.

Our approach to complaints is based on accessibility, proportionality and continuous improvement. Complaints may involve service standards, health and safety practices, disposal methods, staff conduct or billing queries related to Kentish Town flat clearance work. This document explains the stages of the procedure, the likely timescales, possible remedies and how decisions are recorded. It is not a guide to making bookings or to general service enquiries.

To raise a complaint you should make clear: the nature of the problem, relevant dates, the job reference or description and the outcome you seek. Complaints can be submitted in writing or verbally through the channels used at the time of the service appointment; please make the facts as specific as possible to help the investigation. Anonymous complaints will be reviewed but may be limited by the evidence available. We will confirm receipt and the next steps after your submission.

Acknowledgement, Assessment and Initial Response

On receiving a complaint we will log the matter and provide an initial acknowledgement. Our aim is to acknowledge complaints promptly and to provide an outline of the process to the complainant. Where appropriate we will also advise who is handling the case and whether any interim steps (such as a site visit or immediate remedial action) are necessary. We aim to acknowledge complaints within three working days and provide a full response within an agreed timeframe depending on complexity.

During the assessment stage we will review job records, photographs, our waste transfer documentation and any other relevant material. That assessment may include speaking to staff members who attended the flat clearance, reviewing the appointment notes and, where necessary, arranging a site inspection. Investigations are designed to be proportionate; they will focus on establishing the facts and determining whether service standards were met for the Kentish Town flat clearance in question.

The outcome of the investigation will be documented and communicated. Possible remedies include an explanation and apology, re-performance of a specific element of the service, a partial refund where appropriate, or other corrective action tailored to restore confidence in the service. Remedies will be considered objectively and must be reasonable in light of the evidence.

Escalation, Record Keeping and External Review

If the complainant is not satisfied with the initial outcome they may request escalation. Internally, disputes are escalated to a senior manager who was not involved in the original decision. Where the issue remains unresolved after internal escalation, we will outline options for external review, such as independent dispute resolution schemes or local consumer protection authorities. This is intended to be a fair and impartial route for finalising matters when internal processes have been exhausted.

All complaints and their outcomes are kept on file for a defined retention period to support quality monitoring and regulatory compliance. Our record keeping includes: a summary of the complaint, the investigation findings, correspondence, any remedial actions taken and the final resolution. These records are used for learning and to reduce the likelihood of recurrence.

Confidentiality and data protection are observed throughout the complaints process. Personal data included in complaint records is processed in accordance with applicable data protection principles. While we take care to protect personal information, records relating to complaints may be shared where necessary for investigation, regulatory compliance or legal obligations. Decisions are made objectively and with due regard to privacy considerations.

To promote clarity, the stages of our complaints procedure are summarised below:

• Stage 1: Acknowledgement and logging of the complaint.
• Stage 2: Investigation and evidence gathering (including site visits if needed).
• Stage 3: Decision, remedy and communication of outcome.

Our complaints procedure is reviewed periodically to reflect changes in regulation, industry practice and lessons learned from previous cases. We are committed to providing a transparent and equitable process for anyone raising concerns about flat clearances in Kentish Town or the wider service area. This page explains the process and sets expectations for both complainants and investigators.

Note: This complaints procedure is a formal policy document and does not substitute legal advice. It is intended to describe our internal processes for resolving disputes and improving service delivery.