Complaints Procedure — Flat Clearance Lambeth

Purpose: This Complaints Procedure sets out how customers and third parties can raise concerns about flat clearance operations in the Lambeth area, including disputes about rubbish removal, waste clearance and associated services. It is designed to be clear, proportionate and accessible while ensuring that all complaints are handled consistently. Our aim is to resolve issues fairly and to improve the quality of service across flat clearance and related operations.

Scope: This procedure covers complaints relating to the delivery of flat clearance services, including scheduling errors, failure to remove items, damage caused during clearance, alleged improper disposal of waste and unprofessional conduct by operatives. It applies to both residential and commercial flat clearance cases within the service area, and to interactions with any employees or contractors involved in removal or rubbish collection.

Who may complain: Any customer, representative of a property owner, letting agent, estate manager or authorised third party affected by a flat clearance operation may submit a complaint. Complaints may concern Lambeth flat clearance operations and related services such as rubbish collection, furniture removal, disposal and recycling. Anonymous complaints will be recorded and investigated where sufficient information is provided.

How to raise a complaint

Complaints should be raised promptly and include clear details of the issue, dates, the location of the service, and the names of any personnel involved where known. Please include photographs, invoices or supporting documents where available. When submitting a complaint, state whether you seek a refund, remedial action, an apology or another form of redress; this helps to manage expectations and speed up investigation.

To ensure fairness and transparency the procedure includes an initial acknowledgement, a formal investigation and a written response. All complaints are logged and assigned a reference number for tracking purposes. Acknowledgement confirms receipt and outlines the next steps in the process, including expected timescales for investigation and response.

Information to include

When lodging a complaint, include the following where possible:

• the property address or location;
• date and time of the clearance or incident;
• a clear description of what went wrong and what you want to happen;
• any supporting evidence such as photos, videos or invoices;
• details of any conversations with staff or contractors.

Investigation process: Upon receipt a trained complaints officer will initial the case and conduct a proportionate investigation. This may involve reviewing job notes, photographic evidence, CCTV where relevant, speaking with the crew, and consulting waste carriers or recycling partners used during the clearance. Investigations aim to be impartial; every effort is made to gather relevant information promptly and to provide a balanced assessment of the circumstances.

During the investigation the complainant will be kept informed of progress. Typical timeframes are stated below, but complex matters involving third parties or external disposal facilities may require longer. If additional time is needed the complainant will be told why and when a full response can be expected. All findings are documented and form the basis of any proposed remedy.

Possible outcomes include: a full or partial refund, a repeat clearance at no extra cost, repair or compensation for damage where liability is established, an apology, and/or changes to operational practices to prevent recurrence. Where allegations are unsubstantiated, a clear explanation of the findings will be provided.

Response times: The standard acknowledgement period is within 3 working days. A full written response is normally provided within 15 working days of acknowledgement. If more time is required the complainant will be informed with an estimated completion date. In exceptional cases complex investigations may take up to 40 working days; complainants will be updated at reasonable intervals.

The complaints handler will set out the factual findings, the decision and any action to be taken. Where remedial action is agreed, the response will include expected timescales for completion. Records of the complaint handling, decisions and outcomes are retained in accordance with data protection and document retention policies to ensure accountability and continuous improvement.

Escalation and external review: If a complainant is not satisfied with the outcome they may request an internal review or escalation to a senior manager. If the matter remains unresolved, the complainant is entitled to seek independent advice or raise the issue with the appropriate regulator or local oversight body for waste management and service standards. The complaints procedure does not prevent access to judicial remedies where applicable.

Confidentiality and data handling: Complaints are treated sensitively and confidentially. Personal information provided during the complaints process is used only to investigate and resolve the matter and is handled in line with relevant data protection principles. Case files are kept secure and access is limited to staff involved in the resolution process.

Policy review: This complaints procedure is reviewed periodically to reflect operational changes and legal obligations. Trends and root causes identified through complaints inform staff training, operational improvements and waste handling practices. Continuous review helps to maintain high service standards across flat clearance and rubbish removal services in the area.

Final notes: The procedure is designed to be accessible, fair and effective. It seeks to balance the needs of customers with the practical realities of clearing and disposing of household and commercial waste. By following this framework, disputes relating to flat clearance services are resolved in a structured manner that promotes trust, accountability and better service delivery.