Our commitment to you
We want every job to go well, but if something goes wrong — the price, the timing, the crew, or the state we leave a property in — we want to know, and we want the chance to put it right. This page explains how to tell us, and what you can expect from us once you do.
How to raise a complaint
Email hello@halcyonclearance.co.uk with "Complaint" in the subject line. Email is currently our only contact channel — we don't yet have a phone line, so please use email rather than any other route.
Please include:
- Your job reference (from your quote or booking confirmation), or the date and address of the job
- What went wrong, as clearly as you can describe it
- What you'd like us to do about it
- Any photos, if relevant (e.g. of a missed item or damage)
If you don't have a job reference, that's fine — just give us the date and address and we'll find it.
What happens next
| Step | Timescale |
|---|---|
| We acknowledge your complaint | Within 3 working days of receiving it |
| We give you a full response | Within 10 working days of receiving it |
"Working days" excludes weekends and bank holidays. If a complaint needs longer to look into properly (for example, if we need to speak to the crew who did the job), we'll email you before the 10-working-day mark to say so and give you a new date.
How we investigate
As a small, owner-operated business, complaints are looked into personally by the owner. That usually means checking the job record and photos taken on the day, and speaking to the crew who carried out the work. We keep a written record of every complaint we receive — what was raised, when, and how it was resolved — so we can learn from it and spot anything that keeps happening.
If you're not happy with our response
Reply to our response and tell us why you disagree — we'll take a fresh look at the details before giving you a final answer.
We are not currently a member of any ombudsman or alternative dispute resolution (ADR) scheme. If you remain unhappy after our final response, you can contact Citizens Advice for free, impartial guidance on your consumer rights, or report the matter to Trading Standards.
If your complaint is specifically about how we've handled your personal data, see our Privacy Notice, which explains your right to complain to the Information Commissioner's Office (ICO).
← Back to Halcyon Clearance Privacy notice