Complaints Procedure — Flat Clearance Kings Cross Services

This document sets out the formal Complaints Procedure for customers using our flat clearance and associated rubbish removal services. It explains how to raise a concern about any aspect of a clearance booking, collection or on-site conduct and what steps the clearance company will take to investigate and resolve issues. The procedure applies to all types of domestic and light commercial clearances including apartment clearances, flat removals and related waste removal operations in the service area.

Scope and Purpose

The aim of this procedure is to ensure that every complaint is handled promptly, fairly and consistently. It covers matters such as missed collections, damage to property, staff behaviour, unsafe disposal practices and billing disputes. We commit to treating all complaints seriously and to keeping complainants informed of progress. Transparency is central to this process and records of actions taken will be maintained for quality improvement.

How to Submit a Complaint

Customers should submit a formal complaint in writing, clearly describing the issue, the location of the clearance, the date of the service, and any supporting details such as photographs or inventory lists. Complaints can include concerns about:

• service performance and missed appointments
• damage to fixtures or fittings during flat clearances
• inappropriate disposal or health and safety breaches

Once received, complaints are acknowledged and assigned a reference so progress can be tracked.

Acknowledgement and Initial Response

On receipt of a complaint the company will provide an initial acknowledgement within a defined timeframe. This acknowledgement confirms the complaint has been logged and provides an estimated timescale for a full response. Initial assessments will identify whether the matter requires immediate remedial action — for example, arranging a return visit to make safe any hazards — or whether a detailed investigation is appropriate.

Investigation Procedure

The investigation will be conducted by a designated complaints handler or manager who was not directly involved in the service delivery. The handler will gather relevant information, including job notes, staff reports, photographic evidence and any other available documentation. Where appropriate, the investigator may interview operational staff and third parties. Investigations are carried out impartially and aim to establish facts and identify what corrective steps are required.

Possible outcomes of the investigation include a formal apology, remedial action to rectify damage or omissions, a proportionate refund or credit, or a rejection of the complaint where evidence does not support the allegation. Outcomes are recorded and communicated in writing to the complainant with details of any remedy and the rationale for the decision.

Timescales and Escalation

The company strives to resolve straightforward complaints quickly and within a set period. Complex matters that require site inspection or third-party input may take longer; in such cases the complainant will be kept informed of progress and any realistic revised timelines. If a complainant remains dissatisfied with the outcome, they may request an internal review which will be handled by a senior manager who was not involved in the original decision.

Record Keeping and Confidentiality

All complaint records are retained in accordance with company policy and relevant data protection principles. Records include the complaint details, investigation notes, evidence, outcomes and any remedial action taken. Personal information provided in the course of a complaint is treated as confidential and used only for the purpose of resolving the issue and improving service performance.

Continuous Improvement and Monitoring

Complaints are a critical source of learning for any clearance and rubbish removal service. The company reviews complaint trends to identify recurring issues and to inform training, operational changes and supplier management. Findings from complaints influence policy updates and risk controls to reduce the likelihood of repeat problems and to enhance safety when performing flat clearances and apartment removals.

Remedies and Fair Resolution

Remedies are applied on a case-by-case basis and aim to return the customer to the position they would have been in had the issue not occurred. Where appropriate, remedies may involve re-attendance to complete or correct work, financial gestures, or logistical compensations such as expedited collection. The company will ensure any remedy respects environmental disposal obligations and legal constraints.

Limitations and exclusions may apply in circumstances where damage is pre-existing, outside the control of the clearance team, or caused by third parties. Complainants will be advised if such limitations are relevant to their case and offered the option to supply additional evidence if they disagree with that assessment.

Final Notes This complaints procedure is designed to be accessible and proportionate while safeguarding the rights of customers and staff. It reflects the standards expected of a professional flat clearance and waste removal provider and supports a fair resolution framework. Complainants can expect courteous treatment, timely communication, and a structured process that fosters trust and continuous service improvement.