Complaints Procedure for Flat Clearance Shortlands

Purpose: This Complaints Procedure explains how to raise concerns about any aspect of Flat Clearance Shortlands services, including apartment clearance, rubbish removal and related clearance work across the service area. It sets out the scope, the principles we apply, and the steps taken when a complaint is received. The procedure applies to all operational and administrative stages of clearance work and aims to ensure that every concern is handled promptly and fairly.

Scope: This policy covers complaints from residents, property managers and third-party representatives who have engaged the company for flat clearances or related waste removal. Complaints about behaviour, damage, missed collections, scheduling errors, and non-compliance with agreed disposal standards are included. While the policy is created with Shortlands operations in mind, it is intentionally general to suit the broader rubbish company service area and to avoid location-specific details.

Principles: Our approach is to be responsive, transparent and proportionate. Complaints will be treated impartially, without prejudice, and with respect for confidentiality. Where appropriate, we will seek to resolve issues informally through discussion and immediate remedial action. If informal resolution is not possible, a formal investigation will be opened and documented. We aim to learn from each complaint to improve flat clearance procedures and rubbish collection practices across the service area.

How to Submit a Complaint

Complaints should be submitted in writing where possible so that the facts can be accurately recorded. To help the investigation, include the following details when describing the issue:

• Service type (for example: Shortlands flat clearance, apartment clearance, or bulky waste removal)
• Approximate date and time of the incident or service delivery
• Reference numbers, booking or job IDs if available
• A clear description of the concern and any desired outcome
• Names of any staff involved, witnesses, or third parties

Acknowledgement and timelines: On receipt of a complaint we will acknowledge it promptly. An initial response will generally be provided within five working days, outlining the next steps. A full investigation will normally be completed within twenty working days; if more time is required due to complexity, you will be informed of any extension and the reasons for it. Where the complaint relates to health, safety or environmental risk, immediate action will be taken to manage harm and preserve evidence.

Investigation and Resolution

The investigation will be conducted by an impartial manager who was not directly involved in the service event. The investigator will:

• Review job records, photos, and disposal documentation
• Interview staff and any stated witnesses
• Assess compliance with operational standards for rubbish removal and waste handling
• Recommend corrective actions where appropriate, such as re-collection, compensation, or process change

Outcomes and remedies: Possible outcomes include an apology, a formal explanation of events, operational corrections, and, where justified, remedial work such as repeat clearance or collection. Financial remedies are considered in line with the scale of loss and demonstrated cost. All outcomes are recorded and retained for quality and compliance purposes. Records of complaints and actions taken are stored securely for a defined retention period to support continuous improvement and regulatory accountability.

Escalation and external review: If a complainant is not satisfied with the proposed resolution, they may request an internal review by a senior manager. The internal review will re-assess the handling of the original complaint and the fairness of the outcome. Where matters involve regulatory obligations—such as waste carrier compliance, disposal licence matters or environmental incidents—cases may be referred to the appropriate statutory authority for independent consideration. This does not require any local-specific contact details to be shared here.