At Kilburn House Clearance we take every concern about our rubbish collection and waste removal services seriously. This Complaints Procedure is designed to be clear, fair and accessible to any customer using our house clearance, rubbish removal Kilburn or waste disposal services. It sets out how you can raise an issue, what information we need, and the steps we will take to investigate and resolve matters. Our approach aims to be proportional and timely while recognising the need for thorough record-keeping and transparency.

Complaints Procedure for Kilburn House Clearance

This procedure applies to complaints about the standard of service, missed collections, damage caused during clearance, pricing disputes or other concerns related to a Kilburn house clearance booking. It is not a guide but a formal process to ensure issues are handled consistently. If you raise an issue, please identify the nature of the complaint, the date of the service, and any relevant booking reference or job number where available. We will acknowledge receipt and explain the next steps.

How to raise a complaint

You may inform us verbally at the time of the visit or later in writing. To help us investigate quickly, provide: the address where the house clearance was carried out, a brief description of the concern, dates and times, and the names of any crew members involved if known. Using precise details helps our waste removal Kilburn team locate records and photos associated with the job. If you prefer, set out the key points in a clear sequence so we can address each item.

Initial response and acknowledgement

On receipt of a complaint our customer relations officer will acknowledge it within a defined timeframe. We aim to confirm receipt within 3 working days and give an initial indication of the likely investigation timetable. During the early stage we will: log the complaint on our system, gather service notes and any photographic evidence taken by the crew, and contact staff who attended the property. This stage is about fact-finding — not assigning blame — so that we can form an objective view.

Investigation and resolution steps include a review of the job sheet, any photographic or video evidence, and interviews with relevant personnel. If the complaint concerns damage or loss, we will consider the circumstances, check insurance cover where applicable, and assess whether remedial actions are appropriate. Where service standards were not met we will propose corrective measures which may include a refund, partial credit, or repeat clearance at no extra charge, depending on the situation and the nature of the complaint.

We aim to conclude most straightforward complaints within 14 calendar days of acknowledgement. More complex matters that require third-party input or specialist assessments (for example hazardous waste concerns or subcontractor issues) may take longer; we will advise you of revised timescales and keep you updated. If a resolution is agreed, we will document the outcome and any remedial action to ensure closure.

Escalation: If you are not satisfied with the proposed resolution you may request escalation. An internal senior manager will review the case, examine the materials collected during the investigation and issue a final review response. This stage typically involves a re-evaluation within 10 working days. The decision at this level will be explained in writing, including the rationale and any further remedies offered.

Throughout the complaints process we maintain impartiality and confidentiality. We will safeguard personal information in accordance with data handling requirements and retain records for audit purposes. Our commitment is to treat complainants respectfully and to ensure that all correspondence is handled promptly. If a complaint reveals a recurring issue in our Kilburn house-clearance operations, we will take steps to amend internal procedures and training so similar problems are avoided in future.

Outcomes and remedies: Possible outcomes include a formal apology, operational changes, goodwill gestures, full or partial refunds, or practical remediation of damage where liability is established. We will not offer remedies where claims are outside the scope of the contract or where evidence does not support the allegation. Any agreement reached will be recorded and followed through to completion.

Record keeping and learning: All complaints form part of our continuous improvement process. Records are reviewed periodically to identify trends affecting service quality. Where patterns emerge in our rubbish removal Kilburn service area, corrective action may include retraining, revised safety checks or updated equipment to prevent recurrence.

We aim for clarity in our terms and transparency in outcomes. If you raise an issue, expect clear communication of the conclusions and the evidence supporting them. Our formal response will explain the complaint findings, the remedy (if any), and the steps taken to prevent similar occurrences. We treat all complaints seriously because they are an important source of learning for our house clearance business.

Finally, if the internal escalation does not resolve the matter to your satisfaction, information on independent dispute resolution may be included in the final review letter where applicable. We strive to resolve disputes internally, but will advise if a complaint may be suitable for independent assessment under relevant consumer protection schemes. This complaints procedure ensures fairness, timeliness and a constructive outcome for customers using Kilburn House Clearance and associated waste removal services.

Summary of key steps:

• Raise the issue with the crew or lodge a written complaint promptly;
• We acknowledge within 3 working days and investigate;
• Resolution aim within 14 calendar days or longer for complex cases;
• Escalation to senior management if unresolved;
• Record keeping and service improvement measures are implemented.

Note: This document sets out the formal complaints handling procedure for Kilburn house clearance and related rubbish removal services. It is intended to be a clear statement of process, remedies and timescales; it is not legal advice. By following this process you help us reach a fair and timely resolution.