Complaints Procedure — Garden Clearance Herne Hill

This Complaints Procedure sets out how we receive, acknowledge and resolve concerns relating to garden clearance work carried out by our rubbish removal and garden waste teams. It applies to all aspects of our garden clearance service Herne Hill customers may use, including clearance, disposal and associated site tidying. The aim is to be clear, fair and proportionate while protecting the rights of both the household and the company.

We handle complaints about service delivery, workmanship, missed appointments, waste handling and any other matter arising from garden clearance or yard rubbish removal. If your concern relates to health and safety or an accusation of illegal disposal, it will be flagged for immediate priority handling. Please note this is a formal policy for dispute resolution, not a guide to using our booking channels.

To make a complaint please use the same service channel you used to commission the work or the customer portal provided at the point of booking. Include: date of service, a clear description of the issue, photographs where relevant and any reference numbers. Do not include personal bank or payment details in your initial complaint correspondence. Submitting clear facts helps us investigate efficiently.

On receipt, every complaint is logged in our complaints register and allocated a unique reference. We aim to acknowledge complaints within three working days and set out the next steps and an indicative timescale for a fuller response. Acknowledgement confirms the complaint has been recorded and identifies the person or team responsible for handling the matter.

Our standard procedure involves an initial assessment to determine whether the matter can be resolved quickly or requires a formal investigation. For straightforward issues — such as missed collection or an incomplete tidy — we try to resolve them within a short operational timeframe. More complex cases (site damage, contested charges, or alleged improper disposal) will enter a documented investigation phase.

During investigation we may contact you for clarification, request photos, or arrange a site inspection. Investigations balance factual evidence, witness accounts (including crew statements) and any contractual information. We treat all complaints seriously and follow a consistent approach to ensure fair outcomes.

Investigations are carried out by trained staff who are independent of the original delivery team where possible. Where appropriate, we will offer remedial action such as a re-do of the affected work, complementary site clearance to remedy an omission, or a partial financial adjustment if a service shortfall is established.

Possible outcomes include:

• Re-performance of the original service at no extra cost;
• Partial refund or credit against future work where service levels were not met;
• Written apology and explanation of steps taken;
• Recommendations for improved practice and corrective action where staff conduct or process failure occurred.

We publish internal lessons learned and may change operational processes to reduce recurrence. Records of the complaint, investigation and outcome are retained securely, consistent with our data protection commitments.

Where a complaint cannot be resolved to the customer's satisfaction, it may be escalated to senior management for review. Escalation should be requested through the complaints reference issued during acknowledgement. We aim to provide a final position within 15 working days of escalation; if this is not possible we will explain why and provide an updated timetable.

If you remain dissatisfied after internal escalation, independent third-party review or alternative dispute resolution may be available depending on the nature of the claim. In cases of alleged legal breach or environmental concerns, external regulators or enforcement agencies may be involved; we will co-operate fully with any lawful enquiry while safeguarding the confidentiality of other customers and staff.

Confidentiality and data protection are central to how we manage complaints. Case files are accessed only by those handling the complaint and retained for a defined period. You may request a copy of the records pertaining to your complaint in accordance with applicable data rights.

Policy review and continual improvement: we review our complaints procedure regularly to ensure it remains effective for garden clearance and rubbish removal services in the Herne Hill area and similar service locations. Trends identified through complaints inform staff training, operational change and quality controls designed to reduce repeat issues.

Customers have the right to expect a courteous, prompt and proportionate response to any complaint raised about garden clearance, waste collection or disposal. We commit to treating all complaints without discrimination and to keeping complainants informed of progress until conclusion.

Final note: this procedure is intended to provide a transparent, predictable route to resolution. We encourage customers to raise concerns promptly and include relevant evidence so we can act quickly. Our objective is to resolve matters fairly and to use every complaint as an opportunity to improve the service we deliver.