Complaints Procedure for Business Waste Removal Herne Hill
Purpose: This document sets out the formal complaints procedure for our commercial waste and rubbish collection services. It explains how clients can raise concerns about the quality, timeliness or conduct of our business waste removal Herne Hill operations and details the stages we follow to investigate and resolve issues. The policy applies to all customers receiving commercial rubbish removal in the service area and is designed to be transparent, consistent and fair.
Scope and eligibility: The procedure covers complaints relating to service delivery, missed collections, damage, safety incidents and staff conduct. It does not cover pricing disputes already subject to contract clauses where a different contractual claims process applies. Anyone directly impacted by our commercial waste services may lodge a complaint, including authorised representatives acting on behalf of a business.
Making a complaint: Complaints should be made promptly and contain sufficient detail to allow effective investigation: date and time of the incident, description of the event, location served and any relevant job or collection reference where available. You may refer to our terms of service for definitions of responsibilities, but a complaint may still be submitted even where the situation involves contractual interpretation. We treat all claims seriously and record them in our internal complaints register.
Acknowledgement: On receipt of a complaint we will acknowledge it in writing within a defined timeframe and allocate a complaint reference number. The acknowledgement will set out the name of the person assigned to the case, the anticipated timescales for an initial response and the stages of the process. Our goal is to provide an initial response as quickly as possible and keep complainants informed.
Initial assessment and investigation: An investigator will examine relevant records, collection logs, GPS traces and staff accounts where appropriate. We may request further information from the complainant to clarify circumstances. Investigations are conducted impartially and documented. If the complaint concerns health and safety, environmental breach or potential criminal conduct, we will escalate the matter to the relevant internal manager and may involve external authorities in line with legal obligations.
Resolution options: Possible outcomes include apology, explanation, corrective action such as re-collection or remedial work, refund or credit where appropriate, and changes to operating procedures to prevent recurrence. We will explain the rationale for any decision and the remedy offered. Where a complaint identifies systemic failure, we will record lessons learned and adjust operational policies or training accordingly.
Timescales and escalation: We aim to resolve straightforward complaints rapidly and provide a substantive response within a set number of working days. Complex cases that require further investigation may take longer; we will provide regular updates. If a complainant is dissatisfied with the outcome of the initial investigation, there is an internal escalation route to a senior manager who will review the case and provide a final internal decision. This internal review examines whether the correct procedure was followed and whether the resolution offered was reasonable in the circumstances.
Record keeping and confidentiality: All complaints are logged and retained for a defined retention period to enable audit, continuous improvement and compliance with regulatory requirements. Personal data and commercially sensitive information are handled in accordance with data protection obligations. We limit access to complaint files to those directly involved in the investigation and resolution. Information will only be disclosed externally where required by law.
Further steps and external review
If a complainant remains unsatisfied after exhausting the internal escalation options, we will explain any available external review routes. These may include independent arbitration, industry ombudsman schemes or regulatory bodies relevant to commercial waste management. We commit to cooperating with any independent review and providing records necessary for a fair assessment. Please note that the availability of external remedies depends on the jurisdiction and the nature of the complaint.Standards, training and continuous improvement
We maintain service standards and provide regular training to staff to minimise incidents that could lead to complaints. Each upheld complaint triggers a review and, where appropriate, updates to procedures, staff briefings and additional training. Our objective is to ensure that issues identified through complaints contribute to safer, more reliable and more efficient waste collection for all clients.Appeals and final comments: Appeals should set out the grounds on which the complainant believes the outcome is unsatisfactory, including new evidence or aspects not previously considered. The appeal will be handled by a senior manager not previously involved in the matter. We strive to conclude appeals within reasonable timescales and to communicate decisions clearly. For matters affecting service continuity, interim measures such as interim remedial actions may be taken pending final determination.
Key points to remember:
- Prompt reporting helps us investigate and resolve issues effectively.
- Full details increase the speed and accuracy of investigations.
- Transparent record-keeping supports fairness and accountability.
- Escalation and external review options exist when internal routes are exhausted.
Our complaints procedure applies across the rubbish collection service area and is intended to protect the rights of businesses and ensure high standards of commercial waste collection. We review this policy periodically to ensure it remains effective and aligned with regulatory expectations and industry best practice for commercial waste services.
