Complaints Procedure for Flat Clearance Forest Gate

Purpose: This complaints procedure explains how customers can raise concerns about a flat clearance service in Forest Gate and how those concerns are handled. The process applies to any dispute or service issue relating to flat clearance, waste removal, or associated rubbish collection in the general service area. It is designed to be clear, fair and timely so that anyone using a Forest Gate flat clearance service can expect a consistent approach. Complaints are taken seriously and will be assessed on their individual merits.

Scope and Who Can Complain

The procedure covers disputes arising from flat clearance operations, such as missed collections, item handling, damage allegations, incomplete clearance, or behaviour concerns. Anyone who hired or was directly affected by a flat clearance service Forest Gate team may submit a complaint. Third parties directly impacted by a clearance (for example, building managers or leaseholders) are also within scope where appropriate. Complaints about billing, deposits, or quotes are included under this policy.

Initial Acknowledgement: On receipt of a formal complaint, an acknowledgment will be issued quickly. Typically, the acknowledgement aims to confirm receipt within a short period so the complainant knows the matter is being reviewed. The complainant will be advised of the likely next steps and an estimated timeframe for a substantive response. The service team will log the complaint in a central record to ensure consistent tracking and follow-up.

How to Submit a Complaint

Complaints should be submitted in a clear form, describing the issue, relevant dates, locations and any supporting evidence such as photos or job references. While specific contact channels are not listed here, the organisation accepts complaints sent in writing, by an online form where provided, or reported verbally and then recorded in writing by staff. Please include the job reference or booking details to help the team identify the relevant flat clearance booking.

Investigation Process: Each complaint will be investigated by a trained team member who was not directly involved in the transaction wherever possible. The investigation includes reviewing job notes, speaking with the operative(s) who attended the property, and examining any photographic or documentary evidence supplied. Investigators will seek to establish facts, determine responsibility and identify appropriate remedies. Fairness and objectivity are central to this stage, and actions are documented for transparency.

Steps Taken: The typical stages of handling a complaint are:

• Receipt and acknowledgement of the complaint;
• Initial assessment and information gathering;
• Full investigation and internal review;
• Outcome decision and proposed remedy, where warranted.

Timeframes and Escalation: The aim is to provide a substantive response within a reasonable period after acknowledgement. If an issue is complex and requires more time, the complainant will be informed of the reasons for delay and given an updated timeline. If a complainant remains dissatisfied with the initial outcome, the procedure allows for internal escalation to a senior reviewer. Escalation details are provided in the acknowledgement correspondence so that complainants know how to request a further review.

Available outcomes might include an apology, corrective action such as a return visit for a re-clearance, partial refund, discount on future services, or other practical remedies where appropriate. Any remedy offered will be proportionate to the issue identified. The decision will include a clear explanation of the reasons and any steps taken to remedy the situation.

Confidentiality and Record Keeping: Records of complaints and their resolution are kept securely for internal monitoring and to support continuous improvement of flat clearance operations. Personal data is handled in accordance with standard privacy practices; information is only shared internally on a need-to-know basis during investigation and resolution. Confidentiality is respected, and complainants can expect that details will not be shared publicly without their consent. A summary of lessons learned may inform training and operational changes to reduce repeat incidents.