Complaints Procedure for Flat Clearance Bayswater

Purpose: This Complaints Procedure outlines how complaints relating to flat clearance services in Bayswater and the surrounding service area are handled. It is intended to be clear, proportionate and accessible, ensuring that every complaint about apartment clearance, rubbish removal or clearance service delivery is treated with respect and resolved promptly. Our commitment is to investigate concerns thoroughly, to learn lessons, and to restore confidence in the service. This procedure applies to customers, residents, and authorised representatives who make a formal complaint about a clearance job.

Scope and definitions are included so the process is predictable and fair. Complaints may relate to missed collections, damage during a flat clearance, failure to follow agreed disposal protocols, or any other service delivery matter. For the purposes of this procedure, the term "flat clearance service" covers residential clearances, rubbish removal visits and associated site works carried out by the company. This page sets out the steps we take; it does not substitute legal rights or statutory procedures.

Who can complain: Any individual with a legitimate interest in a particular clearance job may submit a complaint. That includes flat owners, tenants, property representatives and estate managers. Complaints made on behalf of someone else should include the complainant's authority to act. We will accept complaints from people who use our apartment clearance and waste removal services, whether the job was a single item uplift or a full flat clearance.

Complaints should be made in writing where possible, which allows for accurate records and a clear audit trail. If a complainant is unable to provide written detail, equivalent verbal reports will be accepted and documented. We acknowledge receipt of every formal complaint promptly and will explain the next steps and expected timescales. Timescale example: an acknowledgement will normally be issued within five working days and a full response provided within twenty working days unless further enquiry is required.

Investigation process: On receipt of a complaint the matter will be assigned to an appropriate investigator. The investigator will gather relevant information, which may include job records, photographs, crew notes, third-party reports and any available CCTV or site logs. We will take statements from staff involved when necessary and may request further information from the complainant. Confidentiality will be respected; however, details needed to investigate will be shared with those directly involved in the inquiry.

The stages of handling a complaint typically include:

• Initial assessment and acknowledgement
• Detailed investigation with evidence gathering
• Drafting a findings report and proposed remedies

Outcomes and remedies are determined on the basis of the facts established during investigation. Possible outcomes include, but are not limited to: a formal apology, offering corrective action (for example, re-clearance or remedial work), financial adjustment where appropriate, or confirmation that policy and practice were correctly followed. Decisions will be documented and communicated in writing. If the complaint identifies a service failure, we will outline the action taken to prevent recurrence.

Appeals and escalation: If a complainant is dissatisfied with the outcome, they may ask for an internal review. The internal review will be conducted by a senior manager who was not involved in the original investigation. If the matter remains unresolved after the internal review, the complainant will be advised of any available external review options, such as industry arbitration or ombudsman services relevant to waste removal and clearance providers. These external routes operate independently of our company.

Record keeping and data protection: All complaints, investigations, decisions and remedial actions are recorded on a secure complaints register. Records are retained in accordance with data protection obligations and our retention policies. Personal data disclosed during the complaints process will be processed lawfully and only for the purpose of resolving the complaint. We commit to handling information sensitively and in line with applicable privacy standards.

Monitoring, learning and continuous improvement are integral to our service delivery. Trends and recurring issues identified through complaints about clearance services will be reviewed regularly, and appropriate training or procedural changes will be implemented. Reports on complaints are used to inform operational planning, risk management and customer service improvements for flat clearance and rubbish removal operations.

Protection from detriment: Complainants will not suffer any form of retaliation or disadvantage for raising an issue genuinely and in good faith. Equality and fairness underpin how complaints are assessed and resolved. Staff involved in complaints handling are expected to act impartially and with professionalism throughout.

Final provisions

This procedure aims to provide a transparent, consistent and fair response to concerns about flat clearance in the service area. By following these steps we seek to protect the interests of residents and property stakeholders while ensuring contractors and teams are treated fairly. Where corrective action is required, it will be implemented without undue delay and recorded for accountability. This document should be read as the formal complaints route for matters related to apartment clearance, waste collection and clearance services provided by the company.