Complaints Procedure — Bow House Clearance Services
Bow House Clearance is committed to providing a fair and transparent complaints process for all customers of our house clearance and rubbish removal services. This Complaints Procedure explains how to raise concerns about our work, the steps we will take, and the remedies that may be available. It applies to Bow house clearance service bookings, waste clearance operations, and associated client interactions with our clearance and rubbish removal teams.
Scope and principles: Our aim is to resolve issues quickly and impartially. When you contact us with a concern about our clearance work or Bow rubbish removal service, we treat your matter with priority, respect the confidentiality of personal information, and ensure each complaint is investigated by an appropriate representative. We pursue speed, fairness, and a clear record of the resolution.
What counts as a complaint: a complaint may relate to the quality of a house clearance job, missed or late waste collection, damage caused during a property clearance, perceived breaches of terms of service, or the conduct of a clearance operative. Issues excluded from this procedure include routine service enquiries, requests for new work or pricing queries that are not complaints about past performance.
Making a complaint
How to submit: you may raise a complaint in writing, by using your booking platform's messaging features, or through any formal communication channel used at the time of service. When making a complaint, please include relevant details such as the nature of the problem, the date of the clearance, any job reference or booking number, and a clear description of what you would like us to do to resolve the matter. This will help us respond efficiently to requests about house clearance Bow or waste clearance matters.
Acknowledgement and timescales: on receipt of a complaint we will acknowledge it promptly. In normal circumstances you should receive an acknowledgement within three working days. A full investigation will typically follow and we aim to provide a substantive response within up to 14 calendar days. If more time is needed for complex Bow clearance company issues, we will inform you of expected timelines and interim steps.
Investigation and decision: once received, complaints are logged and assigned to an investigator who will review records, speak to staff involved, and, where appropriate, inspect the site or gather photographic evidence. Outcomes may include a written explanation, an apology, corrective work, partial or full remediation of costs, or a decision not to uphold the complaint. Possible remedies for validated issues include discounted rework, refund for specific elements of the service, or an agreed additional visit to rectify an outstanding problem.
Escalation and external review
Internal escalation: if you are not satisfied with the initial decision you may request an internal review. Escalation will place the complaint with a senior manager or a separate review panel who were not directly involved in the original handling. The escalation stage seeks to ensure independence and impartiality of the final internal decision and will typically be completed within a further 14 calendar days.
Records and confidentiality: we maintain a record of all complaints and related correspondence. These records are used to monitor trends, improve service quality, and comply with legal or regulatory obligations. Your personal details and the content of your complaint will be treated as confidential and only shared with staff or third parties where necessary to investigate and resolve the issue or where required by law. We retain complaint records in line with our data retention policy for quality assurance purposes.
Closure and review: after a resolution is communicated to you, we consider complaints closed unless you notify us of further relevant information within a reasonable period. We encourage customers to raise any outstanding concerns promptly. Where a resolution cannot be reached internally, customers are informed about the availability of independent dispute resolution mechanisms or regulatory review. Our commitment is to continuous improvement of our Bow waste clearance operations, learning from complaints to reduce recurrence.
Further notes: this procedure is designed to be accessible and user-focused. It applies to all aspects of our rubbish removal and property clearance activity, including domestic house clearances, estate clearances, and commercial clearance projects. Bow clearance company aims to ensure that each complaint is handled professionally and objectively, and that outcomes are proportionate to the issue raised. Where corrective action is required we will act promptly to address the cause.
Final statement: we value the right of customers to question the service they receive and to ask for redress where appropriate. Complaints help maintain and improve standards for everyone who uses our Bow house clearance service. This Complaints Procedure sets out the expectations for both customers and the company during a complaint, while providing clear pathways for escalation and independent review when needed.
- Key commitments: acknowledge quickly, investigate impartially, keep you informed.
- Typical timeframes: acknowledgement within 3 days, substantive response within 14 days, escalation review within an additional 14 days.
- Outcomes: explanation, apology, corrective work, refund or other fair remedy where appropriate.
If you have concerns about a specific clearance or rubbish removal service, please raise them through the same channels used to arrange the work so we can ensure a timely and accurate investigation.