Complaints Procedure for Business Waste Removal Services

This complaints procedure explains how concerns are handled for Business Waste Removal Addiscombe and related commercial waste services. It sets out the steps our organisation follows when a client reports a problem with commercial rubbish removal in the service area. The purpose is to ensure that every complaint is taken seriously, recorded accurately and resolved promptly while protecting the rights of all parties. It is not a guide to operational processes but a formal process for addressing complaints.

Scope: This process covers complaints arising from business refuse collection, commercial waste disposal and associated logistical or administrative issues. Complaints may be raised by a business customer, an authorised representative or a third party with a legitimate interest. Typical issues include missed collections, unsafe handling of waste, incorrect invoicing or failure to meet contractual service standards.

Acknowledgement and initial response: All complaints will be acknowledged promptly. We aim to acknowledge complaints within three working days and provide an initial response that outlines the next steps. Early acknowledgement includes a brief reference number and the expected timescale for a substantive reply. Wherever practical, we will propose interim remedial action to limit disruption to your business activities.

How to submit a complaint

Complaints should be submitted in writing where possible to ensure a clear record of the issue. While this policy does not include contact details, submissions may be sent via the channels you have previously used for service communications. When making a complaint, please provide:

• a clear description of the problem;
• dates, times and locations relevant to any missed collections or incidents;
• photos or other evidence if applicable;
• any reference numbers or previous correspondence.

Investigation: Once a complaint is received and acknowledged, the matter will be investigated by an appropriate member of staff. Investigations may involve reviewing service logs, GPS collection records, vehicle checks, and statements from operative staff. Investigators will act impartially and keep records of findings. The investigation stage is intended to determine responsibility, causation and appropriate corrective action.

Resolution and remedies

Outcomes of an investigation may include corrective on-site action, repeat collection, waiver of charges, a partial refund or changes to future scheduling. We will explain the rationale for any remedy offered and the expected timescale for implementation. Where remedial work is required, it will be scheduled without undue delay and monitored until complete.

Appeals and escalation: If the complainant is not satisfied with the outcome, an internal escalation route is available. The escalation process is clearly defined and will be handled by a senior manager who has not been involved in the original decision. The appeal should state the grounds for disagreement and include any additional evidence. Decisions made at escalation are recorded and form part of the complaint file.

Where a resolution cannot be achieved internally, we will explain available external review options, including referral to a relevant independent arbitration or regulatory body. These details are provided upon request and in accordance with applicable regulatory frameworks that govern commercial waste collection and disposal.

Standards and conduct: Complainants and staff are expected to communicate respectfully. Unreasonable behaviour may be managed under an unacceptable actions policy, which may limit the manner in which the complaint is pursued. However, this will not prevent a formal investigation into the original matter. We retain the right to close complaints that are vexatious or repetitious after appropriate consideration.

Record-keeping and confidentiality: All complaints are logged and retained in accordance with our data retention policy and applicable privacy laws. Information collected during the complaints process will be used solely for the purpose of investigating and resolving the issue, improving service delivery and fulfilling statutory obligations. Personal data will be handled securely and only disclosed where legally required or necessary for resolution.

Performance improvement: Complaints are an important source of management information. We analyse trends in commercial rubbish removal complaints to identify systemic issues and target improvements, such as additional staff training, route optimisation or revised customer instructions. Findings from complaint investigations inform ongoing quality assurance for business refuse collection and related services.

Timescales and expectations: Typical timescales for a full investigation and response will vary by complexity, but we commit to resolving straightforward matters within 10 to 20 working days. Complex cases involving third parties, regulatory investigations or extensive remedial works may take longer; in such instances, we will keep you informed of progress and expected milestones.

Legal and regulatory rights: Nothing in this complaints procedure affects statutory rights or remedies available under contract or regulation. If the complaint involves potential breaches of environmental or safety law, we will cooperate with the relevant authorities as required. Complainants retain the right to pursue independent legal or regulatory avenues at any stage.

Continuous review: This complaints procedure is reviewed periodically to ensure it remains effective and aligned with best practice in commercial waste management. We welcome constructive suggestions for improvement of our processes and use complaint data to drive service enhancements across our business waste removal and commercial waste disposal operations.