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Complaints Procedure for Westham House Clearance

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Westham House Clearance is committed to delivering a professional, respectful and efficient house clearance and rubbish removal service. This complaints procedure explains how house clearance Westham customers can raise concerns about our service, how we handle those concerns and the remedies we may offer. The policy applies to all aspects of our clearance, removal and waste disposal operations across our service area and is designed to be clear, fair and timely.

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We aim to resolve issues informally where possible. If something has gone wrong with a quotation, the clearance process, vehicle behaviour, on-site conduct or waste disposal, please tell us so we can investigate. Our emphasis is on prompt attention, transparency and learning: complaints help improve our rubbish removal Westham and clearance standards.

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Scope and definitions: this procedure covers complaints about work quality, missed appointments, damage or safety concerns arising from our clearance service, including house and commercial clearances, rubbish collection and responsible disposal. It does not cover contractual disputes resolved elsewhere, but it does include customer service and operational concerns about our Westham clearance service.

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How to raise a complaint

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To make a complaint, provide a clear description of the issue, including dates, locations and any relevant reference numbers from job confirmations or invoices. Where possible, include photographs or a brief list of affected items. Complaints may be raised by the person who contracted the Westham clearance service or their authorised representative. Please mark the communication as a complaint so it is prioritised for investigation.

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On receipt we will issue an acknowledgement. We endeavour to respond to initial complaints quickly: acknowledgement will typically be within two working days, with an initial update on the expected timescale for full investigation. Our approach is to be honest about likely timeframes and to keep complainants informed.

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Investigation process

Our investigation will review job records, crew notes and any photographic evidence. We will speak with staff involved and, when helpful, request further information from the person raising the complaint. Investigations aim to be completed within ten working days, though complex matters may require a longer period and we will explain why and provide interim updates.

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Possible outcomes and remedies

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Where a complaint is upheld we will offer one or more of the following remedies:

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• Apology and explanation of what went wrong.
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• Rework or correction of the clearance where practical and safe.
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• Partial refund or price adjustment in proportion to the service shortfall.
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• Alternative remedial actions tailored to the specific issue.
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We aim to resolve straightforward complaints within twenty working days. Where we cannot fully uphold a claim, we will explain our findings and the reasons for our decision. Our priority is to restore trust and ensure our rubbish clearance operations meet expected standards.

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There are circumstances where specific remedies are not appropriate, for example where the issue arises from inaccurate instructions, historic damage unrelated to our operations, or items that pose safety or legal constraints for rework. In such cases we will explain limitations and propose reasonable alternatives.

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Escalation and external review

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If a complainant is dissatisfied with our final decision, we will provide details of how to request an internal review by senior management. Where disputes remain unresolved, the complaint may be referred to an independent third-party or relevant regulatory body for impartial consideration. We will cooperate with any such review and supply required documentation.

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Record keeping is part of our process: we retain complaint records, correspondence and investigation findings for analysis and training purposes. These records help us identify recurrent issues and deliver continuous improvement to our house clearance and rubbish collection operations.

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Confidentiality and respect: all complaints are handled sensitively. Personal data provided during a complaint will be used only to investigate and respond, in accordance with applicable privacy practices. We will treat all parties with respect and expect the same in return during any exchanges.

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Learning and improvement

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We use complaints as a constructive tool to improve our Westham house clearance and waste removal services. Outcomes from investigations inform staff training, procedure updates and operational changes. Regular reviews ensure that lessons are embedded across the business, reducing the likelihood of recurrence.

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Accessibility: this complaints procedure is available to all customers. If you need assistance understanding or submitting a complaint, we will make reasonable adjustments to support you, such as accepting alternative formats or involving an authorised representative.

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Thank you for taking the time to read our complaints procedure. We value feedback that allows us to raise standards and provide a safer, more reliable and respectful clearance service for everyone in our service area.

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