Complaints Procedure — Richmond House Clearance

Richmond House Clearance is committed to delivering a professional house clearance and rubbish removal service across our service area. This complaints procedure explains how we manage concerns about our clearance work, collection of unwanted items, disposal practices and customer service. It applies to customers, property professionals and estate managers using Richmond clearance services and aims to provide a clear, fair and timely route for raising any issues.

Our core objective is to resolve complaints efficiently and to learn from them so that our house clearances in Richmond and surrounding zones continuously improve. We encourage open communication and will treat every complaint with impartiality. Complaints may relate to service quality, missed collections, damage during removal, or dissatisfaction with how items were handled. Please note this document sets out process and timescales rather than legal rights or regulatory detail.

To make a complaint you can contact our team through the usual service channels you already used to book your rubbish removal or clearance. When submitting a concern, please include a clear description of the issue, the location and date of the service, and any supporting information such as photographs or job references. We ask complainants to provide their preferred form of contact so we can respond appropriately and keep the matter confidential.

How we handle complaints

On receipt of a complaint about house clearance or rubbish collection, our customer relations staff will log the matter and issue an acknowledgement. Acknowledgements are usually sent within two working days, confirming who is handling the complaint and the expected timescale for investigation. Our aim is to resolve straightforward matters quickly and to provide regular updates for more complex investigations.

We will assess each complaint to determine the best route for resolution. Some complaints can be resolved by explaining the original job scope or by agreeing remedial work, while others may require a site inspection or a review of crew notes. During this stage our team may request further details and documentation from you. We try to keep requests for additional information to a minimum.

Investigation and response: Once we have gathered the necessary facts we will investigate using the information from our crew, photographic evidence and any third-party reports. Investigations are carried out impartially. When a decision is reached we will communicate it clearly and outline any proposed remedial actions, which might include repeat collection, partial refunds or corrective measures to prevent recurrence.

Where a remedy is offered, we will set out the timescale for completion and explain how it will be implemented. If agreed actions are not met, you may request that the complaint be escalated. Escalation is reviewed by a senior manager who was not directly involved in the original decision. We will document each stage and provide a summary of findings and outcomes.

Escalation and independent review

When a complaint cannot be resolved to mutual satisfaction internally, we outline options for further review. This may include a second internal review by senior management or referral to an independent mediator where applicable. We do not publish legal advice in this policy, but we will explain next steps for seekers of further independent resolution if required.

To help us investigate effectively, please include the following when making a complaint:

• Your name and role (if making the complaint on behalf of someone else, please state your authority to do so)
• Date and time of the service, and job reference if available
• Clear description of the concern and any desired outcome
• Photographs or other supporting documentation where relevant

Outcomes may include an explanation, an apology, a corrective visit, or financial adjustment where appropriate. Our position is to seek fair resolution for both the customer and the business while maintaining safety and environmental standards in rubbish collection and waste handling. Where a remedial action is agreed, we will schedule it promptly and confirm completion in writing.

We retain records of complaints and their outcomes to support continuous improvement across all our clearance services. These records help identify recurring issues such as scheduling errors, vehicle routing concerns or training needs for crews involved in house clearances Richmond-wide. Data is handled in accordance with applicable privacy standards and retained only as long as necessary for business and regulatory purposes.

Finally, Richmond house clearance teams are committed to learning from complaints and making systemic improvements. If you have raised a concern you will receive a formal response setting out our conclusions and any actions taken. We value this process as a means to strengthen service delivery for future customers and to ensure our rubbish removal operations remain professional, responsible and responsive.