Complaints Procedure — Maidavale House Clearance

This document explains how Maidavale House Clearance manages complaints about our services across the rubbish company service area and related zones. It sets out what clients can expect when they raise a concern, the steps we take to investigate, and the outcomes we may offer. Our aim is to resolve issues swiftly and fairly, maintaining trust with customers who use our house clearance service area, rubbish removal service area and waste clearance service area operations.

Scope and purpose

The procedure covers complaints about service delivery, conduct of staff, damage allegations, missed appointments, pricing disputes and environmental handling of waste. It applies to all work carried out within our rubbish company service area, including collections, disposals and site clearances performed on behalf of clients. We take every complaint seriously and commit to a transparent, proportionate response that considers the circumstances and any applicable regulations.

How to submit a complaint

To make a complaint, provide a clear description of the issue using the channels we have made available in our customer information. When contacting us, include the following information to help with a prompt investigation:

• Date and time of the service or incident
• Reference such as booking or job number where available
• Clear description of the concern and any immediate impact
• Photos or evidence where relevant to the issue

Providing these details helps us assess matters effectively across our rubbish removal service area and waste removal service area operations.

Acknowledgement and timescales

On receipt, complaints are acknowledged promptly. We aim to provide an initial acknowledgement within a short, specified timeframe and an estimated date for a full response. Complex complaints that require site visits, third-party input or specialist waste handling advice may take longer; in such cases we will advise an expected completion window and keep the complainant updated.

Investigation process

Investigations are conducted by trained staff who are independent of the day-to-day delivery team when appropriate. The process typically includes: gathering witness statements, reviewing job records, inspecting affected areas where safe and reasonable, and assessing photographic or documentary evidence. We apply fair and consistent standards when reviewing concerns raised within our house clearance service area and related waste clearance service area activities.

Resolution and remedies

Possible outcomes depend on the nature of the complaint. Remedies may include a formal apology, corrective action such as a return visit or repeat service, a partial or full refund where justified, or agreed compensation for demonstrable loss. Where the issue relates to contractor performance, we will consider reassigning work or revising procedures. We strive to reach an outcome that is reasonable, proportionate and timely for both parties.

Escalation and independent review

If a complainant remains dissatisfied after internal resolution steps, the complaint may be escalated within our management structure for further review. In some circumstances we may propose an independent, third-party review or mediation where such options are available and appropriate. This ensures that disputes are considered with objectivity and that outcomes reflect consistent standards across our local rubbish service area activity.

Record keeping, confidentiality and data handling

We maintain records of all complaints and related investigations to support service improvement and to meet regulatory and internal governance requirements. Records are held in accordance with applicable privacy expectations and are accessed only by authorised personnel. We retain information for a reasonable period to allow for trend analysis, compliance checks and, where necessary, follow-up actions in our waste clearance service area operations.

Responsibilities and continuous improvement

Staff at all levels are expected to treat complaints professionally and to cooperate with investigations. We use complaint outcomes to inform training, policy updates and operational changes. Regular reviews of complaint trends help us improve service quality across the rubbish company service area and the wider waste removal service area networks. The ultimate aim is to prevent recurrence and to raise standards in line with customer expectations.

Final notes

Commitment: Maidavale House Clearance is committed to handling every complaint with impartiality, speed and respect. We will communicate clearly about progress and outcomes and take meaningful remedial steps where appropriate. Our procedure supports consistent treatment of concerns and helps preserve trust across our house clearance service area and accompanying rubbish removal service area coverage.

Monitoring: We regularly review the effectiveness of this complaints procedure and make adjustments to improve responsiveness, fairness and operational integrity. By learning from complaints we aim to enhance customer experience and elevate standards across the waste clearance and rubbish management services we provide.