Complaints Procedure for Marylebone House Clearance
Introduction and Purpose
This Complaints Procedure explains how Marylebone House Clearance and associated clearance teams manage and resolve concerns raised about our house clearance, rubbish removal and waste collection services. It is designed to be clear, fair and accessible. The aim is to ensure that any complaint relating to our domestic clearance, commercial rubbish removal or general waste service area is handled promptly and effectively.
We recognise that issues can occur despite our best efforts. Our commitment is to investigate each complaint impartially, to learn from mistakes and to improve our clearance operations. This page sets out what to expect when you raise a concern with the clearance company and the typical steps in our response process.
This policy covers complaints about service quality, missed collections, damage caused during a clear-out, perceived unprofessional behaviour, pricing disputes and other matters related to house clearances, rubbish collection and waste disposal. It does not replace statutory rights, and it is not a replacement for legal notices or formal dispute procedures where those are required.
Who Can Complain and How to Raise an Issue
Anyone who has used or been affected by our clearance or rubbish removal services may lodge a complaint. This includes householders, landlords, executors dealing with probate clearances, and representatives authorised to act on behalf of a client. Complaints should be raised as soon as possible after the event so we can investigate while details remain current.
To ensure a fair review, please provide a clear account of what happened, relevant dates, the job reference if available, and any supporting evidence such as photos or inventory lists. The more information you give, the more effectively we can investigate. We aim to acknowledge receipt of each complaint promptly and advise on next steps.
We will accept complaints through the formal channels set out in our internal policy (verbal reports recorded by staff, written statements provided during site visits, or written correspondence recorded centrally). Complaints that allege serious misconduct, illegal activity or health and safety risks will be escalated immediately for urgent review.
How We Investigate Complaints
Upon receipt we will allocate an independent investigator from our complaints team, separate from those who carried out the original clearance where possible. The investigator will gather facts, review job notes, interview involved staff and, where necessary, visit the site. Our investigation aims to be thorough, objective and completed within a defined timeframe.
Typical steps include:
- acknowledgement of the complaint,
- collection of evidence and witness accounts,
- assessment of contractual obligations and service standards,
- drafting recommended resolutions.
Outcomes may vary depending on the nature of the complaint and can include an apology, additional work to correct an issue, partial refund, or alternative remedial measures. We do not accept liability where a review shows the service met contractual terms and industry standards.
Timescales and Escalation
We aim to acknowledge complaints within three business days and to complete the first-stage investigation within 14 business days. If a full resolution cannot be achieved within that period, we will provide a progress update and a revised timescale. Complex cases, particularly those involving third-party contractors or disposal facilities, may require additional time.
If you are not satisfied with the outcome of our initial investigation, the complaint can be escalated within our internal review structure. An escalation triggers a secondary review by senior management or an appointed independent reviewer within the company. This review will re-examine the evidence, decisions and the suitability of any corrective actions previously offered.
Where escalation does not produce a satisfactory internal resolution, the complainant should be advised of any external dispute resolution options that are relevant to clearance and waste services, as appropriate. This could include industry ombudsmen, trade association complaints processes or relevant consumer protection bodies where those routes are applicable.
Record Keeping, Confidentiality and Continuous Improvement
All complaints are recorded in our central complaints register and retained according to our data retention policy. Records include the complaint details, investigation notes, outcomes and any remedial actions taken. Confidentiality is respected; personal data will be handled in line with applicable data protection requirements.
We treat complaints as valuable sources of learning. Patterns of recurring issues are analysed to improve training, operational procedures and service delivery across our clearance and rubbish removal teams. Regular audits and reviews of complaint outcomes help drive service improvements and reduce the likelihood of similar problems recurring.
By following this Complaints Procedure, our goal is to maintain high standards across residential and commercial clearance services, rubbish collection and waste removal operations, ensuring that concerns are resolved fairly and that our business continues to serve clients professionally.