Complaints Procedure for Soho House Clearance

Purpose: This complaints procedure sets out how Soho House Clearance handles concerns about our clearance and rubbish removal services. It applies across our rubbish company service area and explains how we record, investigate and resolve issues in a fair and timely way. We aim to treat every complaint seriously and to restore trust through transparent action. This page outlines the steps, timescales and escalation routes while keeping records for continual service improvement.

Who can complain

Any customer, property owner or authorised representative who is affected by our house clearance or waste clearance activity may raise a complaint. Complaints about Soho House rubbish clearance include but are not limited to: missed collections, damage during removal, unacceptable conduct by crew, poor communication about scheduling and concerns about waste disposal methods. Please note that this procedure does not cover contractual negotiation or payment disputes in isolation; those are addressed through contractual terms, though we will still log related concerns.

How to make a complaint

We ask that complainants set out the nature of the issue clearly and provide relevant dates, times and any supporting details. Complaints should be raised promptly after the event to ensure accurate records and efficient investigation. When contacting us, include a clear description of the problem and any desired outcome. We will confirm receipt and assign a reference number so progress can be tracked.

Initial assessment and acknowledgement

On receipt, the complaint is logged and subject to an initial assessment to determine priority and potential risk. Serious issues (for example, alleged damage to property or environmental harm) are escalated immediately to our operations manager for urgent action. For standard complaints we aim to acknowledge within three working days and explain what will happen next, who will investigate and the expected timescale for a full response.

Investigation process: The investigation involves gathering statements from staff involved in the clearance, reviewing any photographic evidence, checking job notes and, where appropriate, arranging an on-site inspection. Our investigator will be impartial and will consider all available information. If the complaint relates to how waste was handled, we will check disposal records and any relevant waste transfer documentation to ensure regulatory compliance.

Resolution options The outcome of an investigation may include remedial action such as arranging a further visit to correct the issue, an explanation and apology, a partial settlement, or internal disciplinary steps where standards were not met. Where appropriate we will offer a clear timeline for any remedial action. If no fault is found, we will explain the reasons and provide evidence considered during the investigation.

Timescales and updates

We aim to provide a full response within 20 working days of receipt of a complaint. If more time is required due to complexity, we will notify the complainant with an explanation and an estimated completion date. Regular updates will be provided if the investigation goes beyond the initial timescale. Our goal is to resolve the majority of complaints promptly while ensuring thorough and fair consideration.

Escalation and independent review

If a complainant is dissatisfied with the outcome, they may request an internal review by a senior manager not previously involved in the case. This escalation will be acknowledged and reviewed within a further 15 working days. For issues that remain unresolved after internal escalation, the complainant will be informed of any external or regulatory bodies with oversight relevant to waste management and clearance businesses, though we cannot direct contact details here.

Record keeping and learning: All complaints, findings and outcomes are recorded for continuous improvement. Records are retained in accordance with our data retention policy and used to identify trends, train staff and refine operational processes. Periodic reports summarise complaint themes and corrective actions to reduce recurrence. Maintaining high standards across our clearance services, including Soho House clearance and wider rubbish removal, depends on learning from these records.

Confidentiality and conduct: We treat complaints with discretion and restrict access to details to those involved in the investigation. Please note that knowingly making false or malicious complaints may prompt separate action. We expect mutual respect during the complaints process; abusive behaviour towards staff may lead to restricted contact methods while the matter is addressed.

Review and updates to the procedure This complaints procedure is reviewed periodically to reflect changes in operational practice, regulatory expectations and customer needs. Amendments are implemented to improve clarity and effectiveness. By following this process, our aim is to resolve concerns fairly, protect standards across our rubbish company service area and maintain transparent accountability for our house clearance activities.