Complaints Procedure for Business Waste Removal Turnham Green

Purpose: This complaints procedure explains how customers of our business waste removal and commercial waste collection services can raise concerns about the standard, timeliness or legality of rubbish collection. It applies to all commercial clients and covers matters such as missed collections, contaminated loads, damage to property, invoicing disputes and perceived breaches of environmental compliance. Our aim is to handle each complaint fairly, promptly and consistently while protecting compliance with waste regulations.

Scope: This policy relates to the full range of commercial rubbish removal activities operated by our company within the service area and is not a replacement for statutory rights. Complaints about contractor partners engaged to deliver aspects of the service are treated under the same process. Where an issue is clearly outside the remit of the waste operator—such as matters requiring local authority enforcement—customers will be advised of that, and the issue will be recorded.

Informal resolution: We encourage customers to seek an informal resolution in the first instance. Most matters, like a single missed collection or minor miscommunication about bin placement, are often resolved by speaking with the site manager or depot team. Informal resolution is usually acknowledged within 48 hours and closed once the matter has been rectified. If you are not satisfied with the outcome of the informal approach, the formal complaints procedure below explains the next steps.

How to submit a formal complaint

Submit a formal complaint in writing, using the documented facts and dates relevant to the issue. Please include the account or service reference, the site address, the nature of the problem and any corrective action you have already attempted. The formal system ensures that each case is recorded in a secure complaints register and that a named officer is assigned to manage the investigation.

Acknowledgement and initial assessment: Once a formal complaint is received it will be acknowledged in writing within three working days. A preliminary assessment will be undertaken to determine whether immediate remedial action is required (for example, an urgent collection or site visit). Customers will be informed of any interim measures and the expected timescale for a full response.

Investigation: The complaints officer will collect relevant evidence including driver manifests, CCTV where available, vehicle tracking logs, waste transfer records and statements from staff. Investigations will be proportionate to the seriousness and complexity of the complaint. The aim is to complete the investigation and provide a substantive response within 15 working days of receipt of the formal complaint.

Remedies, outcomes and escalation

Possible outcomes of a complaint investigation may include one or more of the following: correction of service failings (e.g., re-collection), administrative adjustments such as credit or invoice amendment, retraining of staff, amendments to operating procedures, or referral to a regulatory authority if statutory non-compliance is identified. All outcomes will be recorded and communicated in writing.

Escalation: If a customer is dissatisfied with the outcome they may request an internal review by a senior manager within 10 working days of the decision. The request should set out the reasons why the initial resolution was insufficient and provide any additional evidence. The senior review will be completed as quickly as possible and usually within 20 working days of the escalation request.

Record keeping and privacy: We maintain records of complaints and their resolution for continual service improvement and compliance monitoring. All personal data collected during the complaints process will be handled in accordance with applicable data protection rules and retained only as long as necessary for the purposes of the investigation, audit and legal obligations. Records will include a clear timeline, actions taken and the final outcome.

Monitoring and continual improvement: Complaints are used as a key performance indicator and are reviewed regularly to identify trends and prevent recurrence. Lessons learned may lead to changed procedures, staff briefings or revisions to contractual terms for commercial waste collection. We commit to transparent reporting of complaint volumes and types internally to promote accountability and service quality.

Third-party involvement: Where an independent review is appropriate or where regulatory referral is required, the customer will be informed. Examples include suspected illegal disposal, significant environmental harm or serious damage to property. In such cases, the matter may be escalated to the appropriate statutory body while the company cooperates fully with any formal inquiries.

Remedies not covered: This procedure does not create new legal rights or waive existing statutory protections. It is not intended to replace formal dispute resolution or legal processes where those are necessary. For contractual disputes that are not resolved through this procedure, standard contract terms may provide for mediation or arbitration as a next step.

Transparency and timescales summary:

• Acknowledgement of formal complaints: within 3 working days
• Substantive response to formal complaints: within 15 working days
• Internal review/escalation: within 20 working days of escalation request

Final note: This complaints procedure supports the safe, lawful and reliable delivery of waste removal services and rubbish clearance for businesses. It ensures every complaint is treated with respect, investigated objectively and resolved consistently so service standards are maintained and compliance obligations are met.