Complaints Procedure — Canary Wharf House Clearance
Canary Wharf House Clearance is committed to resolving concerns promptly and fairly. This complaints procedure explains how customers and third parties can raise issues about rubbish removal, waste collection or clearance services in our service area. It is designed to be clear, accessible and proportionate, setting out the stages we follow, typical timeframes and the possible outcomes. The policy applies to all clearance jobs, including domestic house clearances, commercial waste removal and responsible disposal operations carried out under our clearance services in Canary Wharf and surrounding zones.
We encourage any person who is dissatisfied with any aspect of our house clearance or rubbish removal service to submit a formal complaint. Complaints may relate to scheduling, service standards, damage, failure to carry out agreed works or concerns about environmental handling of waste. The procedure is available to customers, property managers and authorised representatives. It does not replace statutory rights but complements them by providing an internal route for resolution before escalation to regulators.
When a complaint is received it will be registered and acknowledged promptly. We aim to send an acknowledgement within three working days, confirming who will handle the matter and what initial information is required. An initial review will determine whether the case requires immediate remedial action (for example, arranging a return visit or urgent removal of hazardous items). In straightforward cases a full response will be provided within ten working days of acknowledgement; complex matters may take longer and will be kept under active review with regular updates.
How complaints are investigated
All complaints are handled impartially by a member of our operations or compliance team who did not directly manage the original job. The investigation includes a review of job records, waste transfer notes, photographic evidence, staff statements and any contractual terms. We will endeavour to investigate thoroughly and respectfully, balancing customer concerns with safety, regulatory obligations and the need to protect staff and subcontractors. Investigation may include an on-site inspection or request for additional documentation from the complainant.
The typical investigation process follows clear steps:
- Registration and acknowledgement of the complaint;
- Preliminary review and risk assessment;
- Evidence gathering, which may include site visits;
- Decision and proposed remedy; and
- Documentation of outcome and recording for continuous improvement.
Possible outcomes of a complaint investigation include a written explanation, an apology, remedial service (such as a repeat clearance), contractual remedies, or procedural changes to prevent recurrence. We do not offer compensation where loss or damage is not supported by evidence, but all legitimate claims will be evaluated fairly and consistently. If a complaint involves suspected illegal waste activities or hazardous materials, it may be referred to the relevant authorities for investigation.
Timeframes, escalation and compliance
We publish standard timeframes for each stage of our complaints handling. Where timescales cannot be met we will inform the complainant of the reason for the delay and provide a revised completion date. Appeals against a decision may be made by requesting an internal review by a senior manager not previously involved. If a complainant remains dissatisfied after exhausting our internal appeals process, they may choose to raise the matter with an appropriate external regulator or ombudsman for waste services.
Complaints are treated as confidential, and personal data collected during the complaints process is handled in accordance with applicable data protection requirements. Records are retained to support service improvement, legal compliance and to provide an audit trail of remedial actions. We limit access to complaint records to authorised personnel and retain documentation only for as long as necessary for operational and legal reasons.
Our commitment is to continuous improvement: complaint trends are analysed regularly and used to inform training, operational amendments and environmental compliance. Canary Wharf clearance services aim to learn from every reported issue so that performance, safety and customer experience are enhanced. This procedure ensures transparency, consistent decision-making and a clear path for resolution for anyone affected by our waste removal or house clearance activities.