Complaints Procedure for Flat Clearance Edmonton

This Complaints Procedure outlines the formal steps for addressing concerns relating to flat clearance and rubbish removal services provided within our service area. The purpose of this document is to ensure that all complaints are handled promptly, fairly and transparently. Scope: this procedure applies to any complaint about the standard, timing, safety or conduct connected to a flat clearance or apartment clearance appointment. The procedure is non-exhaustive and is designed to be accessible while protecting both customers and the company.

Definitions and key principles include: complaint means any expression of dissatisfaction about our services; complainant means the person who raises the issue. We commit to impartiality, confidentiality and a structured resolution process. Complaints can relate to damage, loss, missed appointments, poor conduct, pricing disputes or unsatisfactory rubbish disposal methods. All claims will be recorded and acknowledged. The company reserves the right to refuse vexatious or malicious complaints after reasonable assessment.

To make a complaint, clearly identify the nature of the issue, the date(s) involved and any supporting information such as photographs or job references. When a complaint is submitted, we will log it and provide a written acknowledgement. Submission channels may include written statements or digital submissions as specified by the service provider. Essential details to include are: the property type (e.g., flat, maisonette), job reference if known, description of the item(s) affected and the desired outcome. Complaints lacking detail may require follow-up for clarification.

On receipt of a complaint we aim to provide an initial acknowledgement within a defined timeframe, typically within 5 working days, with a named contact who will manage the matter. The acknowledgement will outline the next steps and an expected timescale for a full response. We will keep the complainant informed of progress, and where necessary may arrange an on-site inspection or request additional evidence. Communication is handled respectfully and records are maintained in accordance with data retention policies.

Investigations are conducted by trained staff who are independent of the operational team where feasible. The investigator will review job notes, photographic evidence and staff statements, and may consult external specialists if the issue involves health and safety or disposal regulations. Findings are reviewed by a senior manager prior to issuing a decision. If corrective action is required, this may include rework, partial refunds, or other remedial measures appropriate to the circumstances.

Where a complaint is upheld in whole or in part, we will set out the resolution clearly and confirm any actions to be taken and the expected timescale. If a complaint is not upheld, we will explain the reasons, including the evidence considered. Complainants dissatisfied with the outcome may request internal escalation. Escalation will trigger a secondary review by senior management and, where appropriate, an independent audit of the job records and operational procedures to identify learning points.

Possible outcomes and remedies include, but are not limited to:

• re-performance of the service to an agreed standard,
• partial or full reimbursement where service failure is confirmed,
• corrective measures to prevent recurrence, such as staff training or procedural updates.

Remedies are proportionate to the complaint and consistent with applicable regulations and environmental disposal standards. Where applicable, any reimbursement will take into account work already completed and demonstrable losses.

If a complainant requests escalation, or if the complaint involves complex technical or regulatory issues, the matter will be referred to senior leadership for formal review. This process includes documented findings, proposed remedial actions and a timetable for completion. We commit to transparency about the steps taken and any changes implemented as a result of the complaint. Records of the complaint and resolution are retained to support continuous improvement and to demonstrate compliance with company standards.

Review and amendment of this complaints procedure will occur periodically to reflect changes in regulation, best practice and service delivery. We aim to learn from each complaint and to improve our flat clearance and rubbish removal services across the service area. Continuous improvement is a core principle: complaints are treated as inputs to enhance training, safety, customer care and environmental performance. This procedure is intended to be fair, proportionate and accessible while balancing the rights of customers and the operational needs of the business.