Complaints Policy
Last updated: October 2025
1. Introduction
At DrClear House Clearance, we aim to deliver a respectful, responsible, and reliable clearance service for every customer.
We take complaints seriously and view them as opportunities to improve our services. This Complaints Policy explains how you can raise a concern or complaint, how it will be handled, and what you can expect from us.
Trading name: DrClear House Clearance
Owner: Krzysztof Szczesny (Chris)
Address: 5 Churchfields Rd, Wednesbury WS10 9DX
Email: office@drclear.co.uk
Telephone: 07958 429 751
2. Our Commitment
We are committed to:
Treating every complaint fairly, confidentially, and promptly.
Investigating all issues thoroughly and professionally.
Providing clear explanations and solutions.
Learning from feedback to prevent similar issues in future.
3. What Counts as a Complaint
A complaint is any expression of dissatisfaction about our service, staff, communication, or conduct — whether justified or not.
Examples include:
Delays, missed appointments, or unexpected changes to service.
Concerns about pricing, quotations, or invoicing.
Damage or disposal issues during a clearance.
Staff behaviour or communication concerns.
Accessibility or website-related complaints.
If you simply want to provide feedback or suggestions (not a complaint), please email us and we’ll gladly respond informally.
4. How to Make a Complaint
You can make a complaint by:
Email: office@drclear.co.uk
Telephone: 07958 429 751
Post: DrClear House Clearance, 5 Churchfields Rd, Wednesbury WS10 9DX
When making a complaint, please include:
Your full name and contact details
The date and location of the service
A clear description of the issue
Any supporting evidence (e.g., photos, emails, receipts)
We recommend putting your complaint in writing for clarity and record-keeping.
5. How We Handle Complaints
| Stage | Process | Response Time |
|---|---|---|
| Stage 1 – Acknowledgment | We will acknowledge your complaint within 3 working days. | 3 days |
| Stage 2 – Investigation | We will investigate the issue, gather evidence, and contact you if further details are needed. | Within 10 working days |
| Stage 3 – Response | We will provide a written response explaining our findings, proposed resolution, and any corrective actions taken. | Within 15 working days of receipt |
| Stage 4 – Review (if required) | If you’re not satisfied, you can request a review by Krzysztof Szczesny (Owner). | Within 10 working days of your request |
6. Possible Outcomes
Depending on the circumstances, we may offer:
A sincere written apology
Service correction or rework
Partial or full refund (as appropriate)
Internal process improvements
Staff retraining or disciplinary action
We will always aim for a fair and reasonable resolution for both parties.
7. Escalation Options
If, after our internal review, you remain dissatisfied with the outcome, you may seek advice or raise your complaint with one of the following bodies:
Citizens Advice Consumer Service: www.citizensadvice.org.uk
Trading Standards (via Citizens Advice)
Alternative Dispute Resolution (ADR) services — available upon request for qualifying cases
We will cooperate fully with any authorised external investigation.
8. Confidentiality and Data Protection
All complaints are handled confidentially and in compliance with the UK GDPR and Data Protection Act 2018.
Personal data collected during the complaint process is used only for investigating and resolving the issue.
9. Continuous Improvement
We record and analyse complaints to identify recurring issues, monitor performance, and improve training, communication, and service quality.
10. Contact
If you have any questions about this policy or wish to make a complaint, please contact:
DrClear House Clearance
Attn: Krzysztof Szczesny (Chris)
5 Churchfields Rd, Wednesbury WS10 9DX
office@drclear.co.uk
07958 429 751
DrClear House Clearance – Respectful Clearances. Responsible Recycling. Local and Licensed.
