Complaints Procedure — Lewisham House Clearance Services
This complaints procedure sets out how Lewisham House Clearance and affiliated rubbish removal teams handle concerns about our service. It explains what constitutes a complaint, the steps we take to investigate, expected timescales and the possible outcomes. Our aim is to resolve issues fairly, quickly and transparently for anyone using our house clearance, waste removal or clearance service in the area.Scope and definitions: A complaint is any expression of dissatisfaction relating to the delivery of house clearance services, recovery, disposal or handling of waste by our staff or contractors. This procedure applies to matters such as missed collections, perceived damage, unacceptable conduct by operatives, pricing disputes and incomplete clearances. It does not cover general service enquiries or routine scheduling changes.
How to raise a complaint
To lodge a complaint please submit a clear description of the issue, including the date, location and the team or crew involved where known. You may use written correspondence or the company’s designated customer channel; we encourage the inclusion of photographs and any supporting evidence to help with assessment. Please note we do not publish or share personal contact details here — follow the service’s standard customer route when making a formal submission.Acknowledgement and initial review: On receipt your complaint will be recorded and acknowledged promptly. In most cases an acknowledgement will be issued within three working days. The acknowledgement will summarise the complaint, identify a reference number and outline the next steps. During the initial review we determine whether the complaint falls within this procedure and whether immediate remedial action is needed.
Investigation process — The complaint will be allocated to an investigator who is independent of the team involved where practicable. The investigator will gather relevant records, speak with staff or contractors involved in the clearance, and review any photographic evidence. We aim to complete investigations within 15 working days; if more time is required the complainant will be updated with reasons and a revised timescale.
The outcome of the investigation will be communicated in writing. Possible outcomes include: an explanation, an apology, a refund or credit where charges are disputed, an offer of rework to correct a shortfall, or other remedial action such as staff retraining or process change. If a complaint is upheld the remedy will match the scale of the failure and be reasonable in relation to the service provided.
Timescales and stages — We operate a two-stage internal process. Stage 1 is the front-line resolution handled by the investigator. Stage 2 is a formal internal review by senior operations or compliance staff if the complainant is not satisfied with the Stage 1 response. Stage 2 requests must be made within a defined period after the Stage 1 response; the review aims to conclude within 20 working days of receipt.
Examples of matters handled at each stage are often procedural:
- Stage 1: missed clearance, immediate rework or explanation;
- Stage 2: disputes over compensation, persistent or complex service failures;
- Final review: where legal or regulatory implications require senior consideration.
Where behaviour by a complainant is unreasonable — for example abusive language, persistent demands, or repeated complaints about the same issue after a reasonable remedy — we reserve the right to limit communication. Any decision to do so will be clearly explained and recorded.
Record keeping and confidentiality: We maintain a secure record of all complaints, investigation notes and outcomes for monitoring and audit purposes. Records are retained in accordance with standard data protection and retention practices. Confidential information provided in the course of an investigation will be handled sensitively and only shared with those who need it to resolve the complaint, unless disclosure is required by law.
External review and legal rights — If a complainant remains dissatisfied after exhausting internal stages there may be an option to seek independent review by an appropriate external body. The availability of such a review depends on the nature of the complaint and sector oversight arrangements. Raising a complaint does not affect an individual’s legal rights or ability to seek other remedies under consumer protection or contractor liability laws.
