Complaints Procedure for Merton House Clearance

Merton House Clearance is committed to delivering reliable rubbish removal and waste clearance across its service area. This complaints procedure sets out how customers and third parties can raise concerns about any aspect of our clearance service, from scheduling and access to disposal methods and on-site behaviour. It applies to domestic and commercial clearances, including house clearance Merton projects, rubbish removal visits, and associated waste management activities. We aim to resolve concerns quickly and fairly.

We encourage customers to seek an informal resolution first. Many issues can be addressed immediately by the team on site or by the customer liaison responsible for the job. If you believe an on-the-day matter requires attention, speak calmly to the crew supervisor or later to the office representative who arranged the visit. However, if the matter remains unresolved, please follow the formal steps below to ensure your concern is recorded and investigated.

Complaints may be raised by the customer who booked the clearance, a representative acting on their behalf, or an affected third party. Please provide clear details including the job reference, date and time of the visit, a concise description of the concern, and any relevant evidence such as photographs. Timely information helps us investigate and reach a fair outcome. We accept complaints about missed collections, damaged property, perceived unsafe practices, incomplete removals, environmental concerns, and service standards provided by the clearance company in the service area.

How We Handle Complaints

When a formal complaint is received, we will acknowledge it promptly and start an investigation. Our process includes a preliminary assessment to determine whether the complaint falls within our scope. If the issue requires immediate action to prevent further harm or risk, we will take interim steps while the full investigation proceeds. Every complaint is logged into our internal complaints register to ensure a consistent response.

Our investigation typically follows these steps:

• Receipt and logging: The complaint is recorded and assigned a case number.
• Fact finding: We gather statements from staff, review job notes, and examine any supplied evidence.
• Assessment: A manager reviews the findings to determine responsibility and identify remedies.
• Response: We provide a written outcome outlining findings and proposed actions.

The above timetable is a guideline. Most straightforward matters are resolved within 10 working days; more complex issues may take up to 30 working days. If additional time is needed, we will notify you of any delay and provide a realistic timeframe for a full response. We aim to be transparent about progress.

Outcomes may include one or more of the following remedies: an apology, corrective action to complete or rectify a clearance, a review of crew conduct, a refund or partial refund where services were not delivered as agreed, and changes to internal procedures to prevent recurrence. Our goal is to restore trust and learn from every complaint. Remedies are proportionate to the issue and may vary depending on the scope of the job and the evidence available.

There are limits to what we can remedy. We cannot recover items that were legally disposed of according to regulation, nor can we accept liability for pre-existing structural faults discovered during a clearance unless damage was caused by our personnel. Confidentiality is maintained throughout the process; however, we may need to share information internally or with third-party contractors directly involved in the job to complete a fair investigation.

Appeal and Review

If you are dissatisfied with the outcome, you may request an internal review. An internal review is conducted by a senior manager who was not involved in the initial decision. The request for review should explain why you believe the original finding was incorrect and include any new relevant information. The review will focus on whether the original process was followed correctly and whether the decision was reasonable based on the evidence.

We are committed to continuous improvement. All upheld complaints are analysed to identify training needs, procedural updates, or operational changes. This may include additional crew training on safe handling, improved documentation for the rubbish collection process, or enhanced communication channels so customers in the service area receive clearer instructions before a clearance.

To support fairness and accessibility, we will accept complaints in writing and through any other accessible channels made available by our service operations team. We will make reasonable adjustments for complainants who require assistance in providing information, including simple step-by-step support to describe their concerns clearly. Our aim is to ensure the complaints process is usable by all service users.

Final note: Merton House Clearance treats complaints as an important source of feedback that drives service quality. We encourage prompt reporting, clear evidence where possible, and constructive engagement with our investigation team. By following this procedure, we commit to a fair, consistent, and timely resolution that respects the rights of customers and the responsibilities of the clearance company across its service area.