Complaints & Guarantees

1. Making a complaint

Any complaint must be raised in writing (email, WhatsApp, or SMS) within 48 hours of the work being completed. Please email info@thejunksquad.co.uk with a subject line of "Complaint — [your name] and [job date]" and include any photos that support your feedback.

2. Acknowledgement and timeline

We acknowledge every complaint within one working day of receipt. We aim to provide a full, detailed response — including any remedial action or goodwill offer — within five working days. For more complex cases we will keep you updated on progress every 48 hours.

3. Escalation

If you are not satisfied with our final response, the matter can be escalated to an independent Alternative Dispute Resolution (ADR) provider. We will advise you of the nominated ADR body on request.

4. Service guarantees

• • We turn up within the agreed two-hour arrival window, or we call you at least 30 minutes before the window closes if we are delayed.
• • Every job is swept by our crew before they leave site — if you feel the load point hasn't been swept properly we will return to put it right.
• • A digital waste transfer note is issued on every single job, without exception, and sent to your email within 24 hours of completion.