Complaints Procedure for Flat Clearance Barbican

This Complaints Procedure sets out how concerns about Flat Clearance Barbican operations and associated rubbish removal services will be handled. It applies to all clients who have used our flat clearance and waste removal services in the service area and to issues raised during or after a clearance job. The purpose of this policy is to ensure every complaint is acknowledged promptly, investigated fairly and resolved transparently. Our approach aims to be clear, proportionate and respectful of customers and third parties.

Complaints may relate to the quality of the clearance, missed items, damage during removal, scheduling problems, or perceived failure to follow agreed instructions. Not every expression of dissatisfaction is a formal complaint; however, this document explains how informal concerns are treated and when they become part of the formal complaints process. We recommend including relevant booking references, dates and a concise description so the incident can be located quickly.

How to raise a concern: raise complaints through the channel you used to arrange the service, or via the company's official complaint route if provided at the time of booking. When making a complaint please provide a clear statement of the issue, the date and time of the service, the job reference if available, and details of any items affected. This helps the investigation team get started without delay.

Upon receipt of a complaint the organisation will log the matter and issue an acknowledgement. The acknowledgement will normally confirm the details received and outline the next steps. Initial reviews focus on whether the complaint is within the scope of the company's guarantees and terms of service, and whether immediate remedial action is required to protect safety or mitigate loss. We aim to acknowledge complaints within a short, defined period.

Investigation stage: a designated investigator will be assigned to gather information, which may include reviewing job notes, speaking with staff involved in the flat clearance or rubbish removal, and examining photographic or documentary evidence. The investigator will consider all relevant circumstances and may propose remedial options such as item recovery, compensation, goodwill gestures or repeat work where appropriate. All findings are recorded and kept for future quality reviews.

During the investigation the complainant will be kept informed of progress at regular intervals. If special circumstances require a longer inquiry — for example, where damage assessment needs a specialist report — the complainant will be updated and given an estimated timeline for resolution. A clear point of contact will be identified to avoid repeated explanations and to ensure continuity.

Resolutions are tailored to the nature of the complaint and the terms of the original contract. Possible outcomes include:

• Correction of the original work at no extra charge;
• Partial or full refund where work failed to meet agreed standards;
• Repair or replacement of damaged items where liability is established;
• An agreed form of compensation or alternative remedy where appropriate.

Decisions will be proportionate and aim to restore confidence in the flat clearance or rubbish removal service.

If a complainant is dissatisfied with the response, an internal escalation route is available. The escalation will involve a senior manager or an independent reviewer who was not part of the original investigation. The escalated review will re-examine the evidence, the findings and the proposed remedy, and will issue a final internal response.

Where internal processes are exhausted and the complainant remains dissatisfied, information will be provided about external review options. This may include mediation, arbitration or referral to an appropriate independent body. Any referral will respect confidentiality rules and legal obligations while enabling an impartial review of unresolved disputes.