Complaints Procedure for Business Waste Removal Kentish Town

This document sets out the formal complaints procedure for organisations using our commercial waste collection and business rubbish services. It explains how complaints are handled, the standards we apply and the expected timeframes for resolution. Our aim is to provide a clear, fair and proportionate process so that any concern about the quality of a rubbish removal service, missed collection, damage or billing query is addressed promptly and consistently.

Scope and Purpose

This procedure applies to all clients receiving business waste removal services in the service area, including commercial waste collection, office waste clearance and recycling collections. It covers issues such as service failures, disputes about disposal, staff conduct, safety concerns and contract-related matters. The procedure is not a substitute for statutory or formal legal processes but is designed to resolve operational problems quickly and to the mutual satisfaction of the business customer and the rubbish removal provider.

What constitutes a complaint: A complaint is any expression of dissatisfaction about the provision of a business waste service or the actions of staff or subcontractors. Examples include:

• Missed or delayed commercial waste pick-up
• Incorrect invoicing or unexplained charges
• Damage to property or grounds during collection
• Failure to follow agreed waste segregation or recycling requirements

Complaints may be raised by authorised representatives of the client organisation.

Principles We Follow

We handle complaints according to the following principles: fairness, accessibility, confidentiality and transparency. Every complaint is recorded, acknowledged and investigated by staff trained in customer relations and waste service operations. We will treat complainants with respect and keep all information secure. A record of the complaint and outcome will be maintained for audit and continuous improvement.

How to raise a complaint

Complaints should be submitted using the channels agreed in your service contract or account terms. You may raise an issue in writing, via the client portal or by notifying the service manager. When lodging a complaint, please include details such as the account or contract reference, date and time of the incident, location served, a clear description of the issue and any supporting evidence (photos or delivery notes). Avoid including personal data beyond what is necessary to investigate the matter.

What we need from you: To ensure an effective investigation, provide:

• Account or contract reference
• Precise description of the incident or shortfall
• Dates and times of collection attempts or visit
• Photographic evidence if available

Incomplete information may delay a response.

Acknowledgement and investigation We will acknowledge receipt of your complaint within a published timeframe, usually within 3 to 5 working days of receipt, and will confirm who is dealing with the matter. An initial assessment will determine whether the complaint can be resolved quickly or needs a full investigation. The investigation will be proportionate to the seriousness and complexity of the issue and may involve operational staff, depot managers and supervisors.

Resolution options During or following investigation, we may offer practical remedies such as a re-collection, corrective visit, refund or credit against future invoices where appropriate. For health and safety or environmental breaches, corrective action will be prioritised. Where service failure is identified, we will explain what went wrong, what actions have been taken to fix it and what measures are being put in place to avoid recurrence. Remedies are assessed on a case-by-case basis.

Escalation and review

If a complainant is not satisfied with the outcome, the complaint may be escalated to a senior manager for review. The escalation should be submitted within a stated period following the initial decision, and will include the original complaint details and reasons why the initial resolution is disputed. The senior review will examine the investigation, decisions taken and any additional evidence provided. We aim to complete escalated reviews within a reasonable period, typically within 20 working days, unless further investigation is required.

Record keeping and confidentiality We keep detailed records of complaints, investigations and outcomes for monitoring and compliance purposes. Records support continuous service improvement and help to identify systemic issues affecting commercial rubbish collection and business waste service delivery. Personal data handled during complaint processing is treated in accordance with applicable data protection obligations. Records are retained only for as long as necessary for operational and legal purposes.

External review and remedies Where a complainant remains dissatisfied after internal escalation, they may be given information about independent review options available under the terms of their contract or regulatory framework. This procedure does not replace statutory rights or formal dispute resolution mechanisms. Any referral to an independent reviewer will be subject to the contractual and regulatory conditions governing the service relationship.

Continuous improvement We use complaint trends to improve policies, training and operations across our commercial waste services. Lessons learned from investigations feed into staff development, operational planning and environmental compliance processes. This ensures that our business waste collection in the area continues to meet expected standards and that recurring problems are addressed proactively.

Final notes This complaints procedure is intended to provide clarity and fairness for clients using our business waste collection and rubbish removal services. It sets out clear stages: acknowledgement, investigation, resolution, escalation and record-keeping. By following these steps we aim to resolve complaints promptly and to restore confidence in the service provided.

Availability A copy of this procedure is maintained as part of our contractual documents and is available to clients on request through the agreed channels. The procedure may be reviewed periodically to reflect operational changes, regulatory updates and customer feedback. We remain committed to high standards of service delivery and to addressing concerns raised by organisations using our commercial waste services.

Policy review Any changes to this complaints procedure will be documented and communicated through the appropriate contract management channels. This helps ensure transparency and that clients are aware of the process for resolving any issues related to business waste removal or rubbish collection services.