Complaints Procedure — Millhill House Clearance

Millhill House Clearance takes complaints seriously. This policy explains how to raise a concern, how we will handle it, and what outcomes you can expect when using our house clearance or rubbish removal services. The procedure applies to any service delivery issue related to our rubbish company activities, including house clearance Millhill, clearance collections, disposal methods, and charge disputes. Our aim is to provide a clear, fair and timely process that protects both customers and the company.

We encourage customers to bring issues to our attention as soon as possible. Early notification helps us resolve problems efficiently and may reduce any disruption. Complaints may be about the behaviour of staff, missed collections, damage alleged during a clearance, or dissatisfaction with how waste was handled. While we cannot provide legal advice on this page, we describe the operational steps we take to investigate and address concerns fairly and transparently.

How to Submit a Complaint

Complaints should be submitted in writing, clearly setting out the nature of the issue, relevant dates, and any supporting evidence such as photos or order references. When you contact us, please state the service type (for example, full property clearance, single item removal, or bulky waste pickup) so we can route your case to the correct team. We treat each complaint as confidential and will record it in our complaints register to ensure consistent handling.

What Happens Next

Upon receipt of a complaint, an initial acknowledgment will be issued and the case assigned to a designated investigator. The investigator will review the evidence and may consult staff involved, vehicle logs, and waste transfer documentation. Our priority is to determine whether service standards were met and to identify remedial steps when necessary. This review typically includes assessing whether applicable environmental and waste-handling protocols were followed.

Investigation and Timescales: We aim to acknowledge complaints within five working days and to provide a substantive response within 15 working days wherever possible. Complex cases may require further time; in such instances we will keep you informed of expected timescales. Resolution may include an apology, corrective work, remedial clearing, or a proportionate financial adjustment where appropriate.

Where a complaint concerns alleged damage, we will look for corroborating evidence from both parties and any available third-party records. If damage is confirmed and attributable to our operative actions, we will propose a remedy based on the nature and extent of the loss. If the complaint concerns a billing dispute, we will review job sheets, estimates, and client instructions to reach a fair outcome.

Outcome Options

• Informal Resolution: An explanation and apology where appropriate, and immediate steps to prevent recurrence.
• Corrective Action: Re-attendance to resolve incomplete or incorrectly performed clearance work.
• Compensation or Adjustment: A financial or service adjustment when a fault or breach of contract is identified.

We will always document the outcome and any follow-up measures. Our objective is to close complaints with an agreed resolution that maintains safety, compliance and service standards for both the customer and our teams.

Escalation and Independent Review

If you are unsatisfied with the outcome, you may request escalation within the company where a senior manager will re-examine the case. In cases involving regulatory or environmental concerns, we may cooperate with the relevant authorities. We also commit to learning from complaints and incorporating improvements into training and operational procedures. Continuous improvement is central to our role as a local rubbish removal and clearance provider.

Record Keeping and Confidentiality

All complaints are recorded and retained in accordance with our data management policies. Records include the original complaint, investigation notes, correspondence, and the final outcome. We process personal information only for the purpose of resolving the complaint and in line with applicable data protection standards. Information will not be disclosed externally except where required to investigate a matter or by legal or regulatory obligation.

Monitoring and Performance — We monitor complaint themes and response performance as part of our quality assurance. Trends identified through complaints help shape training, operational changes, and service improvements across the business. This ongoing review helps ensure that our house clearance and rubbish removal services continue to meet expected standards and client needs.

Final Notes: Our complaints procedure is intended to be fair, transparent and accessible. By following these steps, customers and the company can work toward satisfactory outcomes. We are committed to respectful communication and to resolving issues in a manner consistent with industry best practice for property clearance and waste management services.