Complaints Procedure for Office Clearance Surbiton
This complaints policy sets out how we manage concerns about office clearance and related rubbish removal services. It applies to commercial clearances, office removals and associated waste handling across our service area. The aim is to ensure complaints are dealt with consistently, fairly and promptly. We treat every complaint as an opportunity to improve performance and customer experience, while complying with applicable regulatory requirements and environmental standards.
Scope and definitions
For the purposes of this procedure, a complaint is any expression of dissatisfaction about the standard of service, behaviour of operatives, damage during clearance, missed pickups, or perceived failures in rubbish management. Office clearance complaints include issues arising during pre-clearance surveys, on-site collection, and post-clearance disposal records. This procedure covers both formal and informal complaints received in writing or verbally.
How to make a complaint
If a customer or stakeholder wishes to raise a concern about our commercial clearance work, they should notify the company using the standard channels available in their contract documentation and booking confirmations. Complaints should include a concise account of the issue, date and time, reference numbers where available, and any supporting evidence such as photographs. Timely reporting helps speed investigation and resolution.
Acknowledgement and initial response
On receipt of a complaint, we aim to acknowledge it within two working days. A named officer will be assigned to log the complaint, confirm receipt, and outline the next steps. The acknowledgement will set out the expected timeframe for a full response and any immediate remedial actions that will be taken to secure safety or prevent further impact.
Investigation process
Investigations are proportionate to the severity and complexity of the complaint. For routine rubbish removal issues this may involve reviewing job tickets, crew notes and waste transfer documentation. For allegations of property damage, we will carry out an on-site inspection, interview staff involved and review CCTV footage where available. Investigations seek facts, identify root causes and establish remedial actions.
Decision and remedial action
Once the investigation is complete, a written decision will be provided detailing findings and any corrective measures. Remedies may include arranging a return collection, offering a service credit, or implementing procedural changes to prevent recurrence. Where multiple resolution options exist, we will propose the most appropriate action and invite the complainant to agree a course of action within a set timeframe.
Escalation and review
When a complainant is dissatisfied with the initial outcome, they may request an internal review. The review will be conducted by a senior manager not involved in the original decision. Reviews focus on whether the initial investigation was thorough, whether policies were applied correctly and whether the proposed remedy was proportionate. Escalation is intended to be swift and impartial.
Record keeping and confidentiality
All complaints are recorded in a central complaints register that captures the nature of the issue, actions taken, outcomes and lessons learned. Records are retained in accordance with data protection requirements and internal retention schedules. Personal data is handled securely and only shared on a need-to-know basis as part of the investigation. Transparency and confidentiality are both maintained throughout the process.
Continuous improvement
Complaint trends are reviewed periodically to identify systemic issues in office clearance, waste collection or customer communication. Findings are integrated into staff training, operational checklists and service-level assessments. A short list of practical measures used to improve service includes:
- Root cause analyses for recurring clearance problems
- Targeted refresher training for removal crews
- Improved documentation for pre-clearance surveys and waste transfer notes
- Enhanced communication protocols for scheduling and on-site liaison
By treating complaints as a constructive mechanism, the organisation works to reduce repeat incidents and deliver a consistently reliable rubbish removal and office clearance service across its operational footprint.
