Complaints Procedure for Hoxton House Clearance

Purpose: This complaints procedure explains how Hoxton House Clearance and associated rubbish removal services manage and resolve concerns raised by customers. It applies to all aspects of house clearance, waste removal and related service activities provided by the company. The process is designed to be clear, fair and timely while protecting the rights of both clients and staff. Our aim is to deliver a consistent approach that prioritises swift resolution and continuous improvement.

Scope and eligibility

This procedure covers complaints about the quality of service, missed collections, damage during clearance, billing queries and conduct of staff engaged in waste removal. It applies to domestic and commercial customers using house-clearance services, rubbish collection and waste disposal provided by Hoxton Clearance teams. Complaints from authorised representatives of property owners or renters are also accepted provided appropriate authorisation is demonstrated.

How to raise a complaint

Complaints should be made as soon as possible after the incident. You may submit a formal complaint through any of our official channels; please provide a clear description of the issue, relevant dates, job or reference numbers and any supporting evidence such as photographs. Please refrain from including personal contact details in public forums; the company will handle personal information in accordance with data privacy policies.

Acknowledgement and initial response

On receipt of a complaint, we will acknowledge it promptly and record the details in our complaints register. An initial assessment will determine whether immediate remedial action is required, such as arranging a return visit for a missed rubbish collection or temporary measures to secure a property following an incomplete house clearance.

Investigation process

A designated complaints officer will conduct an objective investigation tailored to the nature of the complaint. The investigation may involve reviewing job records, speaking with staff who attended the site, and examining any photographic evidence or waste transfer documentation. The officer will aim to complete the investigation within a defined timeframe and will document findings, proposed remedies and any learning points.

Possible outcomes of an investigation include: an apology; a corrective visit or service to remedy the issue; an adjustment or credit where appropriate; or an explanation of the circumstances where no further action is warranted. All outcomes will be recorded and linked to continuous service improvement activities for our rubbish removal operations.

Timescales and escalation

We endeavour to provide an initial acknowledgement within 3 working days and a full response within 20 working days of receiving a complaint. If more time is needed due to complexity, we will notify the complainant with an explanation and revised timeframe. If the complainant is not satisfied with the outcome, there is a clear escalation path to a senior manager who will review the case.

Rights and responsibilities

Complainants are encouraged to provide accurate information and cooperate with the investigation. The company will investigate impartially and will treat complainants and staff with respect. Both parties have the right to privacy and protection of sensitive information. We expect behaviour that is lawful and non-threatening; unreasonably persistent or abusive conduct may result in a managed approach to further correspondence.

Record keeping and confidentiality: All complaints, investigations and outcomes are documented and retained in accordance with our records management policy. Personal information provided as part of a complaint is handled confidentially and only used for the purpose of resolving the matter and improving our house clearance and waste removal services. Data is stored securely and access is restricted to authorised personnel.

Continuous improvement

Complaints are treated as a critical source of learning. Aggregated complaint data is reviewed regularly to identify trends and drive operational improvements across our rubbish collection, waste handling and clearance workflows. Training, process changes and service updates are implemented where recurring issues are identified.

Independent review options

If a complainant remains dissatisfied after exhausting our internal escalation process, they may seek an independent review through relevant consumer or trade dispute resolution bodies that operate within the sector. The availability and scope of independent review will depend on the nature of the complaint and applicable regulatory frameworks for waste management and clearance services.

Final notes: This complaints procedure supports transparency and accountability for Hoxton house clearance activities while balancing the needs of customers and operational realities of rubbish removal. It is reviewed periodically to reflect regulatory changes and evolving best practice. By following this process, we aim to ensure fair outcomes and to strengthen confidence in our house clearance services.