Complaints Procedure for Woodgreen House Clearance
Purpose and scope
This complaints procedure explains how Woodgreen House Clearance and related clearance services handle concerns about rubbish collection, waste removal and disposal. It applies to all aspects of our rubbish collection, house clearance and waste removal operations and is designed to be fair, transparent and timely for customers using our clearance services.
How to raise a complaint
If you need to report an issue with a Woodgreen clearance job—such as missed collection, damage, or unresolved waste disposal queries—please raise the concern through the channel indicated on your job documentation. When making a complaint include: a brief description of the issue, relevant dates, the property or job reference and any supporting information (photos are helpful). We ask complainants to be clear and concise so we can act quickly.
Acknowledgement and initial response
On receipt of a complaint about house clearance in Woodgreen or a related rubbish removal service we will acknowledge it promptly. Our aim is to confirm receipt within two working days and to provide an initial response outlining the next steps. Where further information is required, we will request it at this stage to avoid delays.
Investigation process
Each complaint is reviewed by a trained member of our team. The investigation will include examining job records, speaking to the operative(s) involved in the waste removal or clearance, and reviewing any photographic or documentary evidence. We strive to complete investigations within 14 working days. If an investigation requires more time, we will notify you with an updated timeline and the reason for the extension.
Resolution options and remedies
Where a complaint is upheld, possible remedies include an apology, corrective action such as a return visit to complete or rectify a clearance, partial or full charge adjustments, or other proportionate remediation. Compensation or remediation is considered on a case-by-case basis. For disputes regarding environmental or disposal standards, we will outline any corrective steps undertaken and provide confirmation of compliant disposal where applicable.
Timescales and escalation
We aim to resolve straightforward complaints within 14 working days. Complex matters, including those requiring third-party input (for example, contractors or external waste transfer facilities), may take longer; in such cases we will keep you informed of progress. If you remain dissatisfied after our final response, the complaint may be escalated internally for a second-stage review by senior management within our clearance service.
Record keeping and confidentiality
All complaints are recorded and retained in accordance with our data handling policies. Records include the original complaint, investigation notes, correspondence and actions taken. We treat personal information in complaints as confidential and process it only for the purpose of investigating and resolving the issue. Information will be held securely and retained only as long as necessary for operational and legal purposes.
Appeals and further review
If a complainant is not satisfied with the outcome of the internal review, they may request a further review. This request will be treated as an appeal and escalated to an independent reviewer within our organisation who was not involved in the original decision. The appeal will be acknowledged and we will aim to provide a considered final decision within a further 14 working days of receipt of the appeal.
Continuous improvement and staff training
We use complaints about our Woodgreen clearance and rubbish removal services as an opportunity to improve. Trends and root causes identified through complaint handling are used to inform staff training, operational adjustments and policy updates. Our objective is to reduce recurrence and enhance customer experience by addressing systemic issues identified during complaint investigations.
Standards and third-party referral
Where appropriate, complainants will be informed of external bodies or industry standards relevant to their case. We will explain any applicable regulatory or environmental standards that informed our findings. While we do not provide legal advice, we will provide a clear account of the investigation and our decision to support any independent review a complainant may choose to pursue.
Final points
We are committed to handling every concern about house clearance Woodgreen and related waste removal matters with respect and professionalism. Our complaints procedure is designed to be accessible, timely and effective—aiming to restore confidence in our waste removal service and to ensure lessons are learned. Please note that this procedure is for complaints related to clearance operations and does not replace terms applicable to bookings, payments or statutory obligations.