This Complaints Procedure sets out the formal process for raising and resolving issues relating to business waste removal services in the service area. The policy applies to all commercial clients, contractors and third parties who use or are affected by our commercial rubbish collection and waste removal activities. Its purpose is to ensure that concerns are handled promptly, fairly and transparently while protecting the integrity of the waste collection process and complying with applicable regulatory obligations.

Complaints Procedure for Business Waste Removal Teddington

The principles that guide this procedure include accessibility, independence, proportionality and confidentiality. We aim to provide a clear route for complaints about commercial waste disposal, missed collections, damage, contamination handling, invoicing disputes and contractual performance. This document explains how to submit a complaint, the steps we take to investigate, realistic timescales and how outcomes are communicated. All cases are logged and retained in accordance with our records retention policy.

A complaint is any formal expression of dissatisfaction regarding our business refuse collection or waste management services. Examples include but are not limited to: missed or late collections, unsafe practices, environmental concerns, improper disposal of specific waste streams, billing or service-level discrepancies. Routine operational matters should be raised through the normal contract contact channels; if unresolved, they can be escalated to this procedure for formal review.

How to Make a Complaint

Complaints can be made in writing to the organisation’s nominated complaints handler or through the documented internal process. When making a complaint, please include:

• Your organisation name and role (if relevant);
• Clear description of the issue, including dates and collection reference numbers where known;
• Evidence such as photos or logs where applicable;
• Details of any steps already taken to resolve the matter.

On receipt, each complaint is acknowledged within a defined timeframe and assigned a unique reference. Our usual practice is to issue an acknowledgment within five working days, confirm the scope of the complaint and outline the next steps. The investigation will be proportionate to the seriousness and complexity of the issue and may involve site visits, review of CCTV if available, consultation with crew, or audit of manifest and disposal records.

Investigation and Decision

Investigations are conducted by trained staff who are independent of the operational team when practicable. We will examine relevant contracts, collection records and communications to reach a clear factual assessment. Our aim is to provide a written decision explaining findings, the reasons for the conclusion and any proposed remedy or corrective action. In some cases, interim safety actions may be taken immediately to mitigate risks related to hazardous or controlled waste streams.

Remedies depend on the nature of the complaint and may include corrective collections, service credits, revised procedures or training for personnel. In situations where a contractual breach or regulatory non-compliance is identified, we will record the corrective measures and timelines for completion. All outcomes are recorded and tracked to ensure implementation. Records of complaints and associated actions are kept to support audit, compliance and continuous improvement for our commercial waste removal service.

If the complainant is dissatisfied with the outcome, there is an internal escalation route to a senior manager or appointed independent reviewer. Escalation requests should cite the complaint reference and specific reasons why the initial response is considered unsatisfactory. The escalation process includes re-examination of the case file, any new evidence supplied and a written review decision. This stage seeks to provide an impartial re-assessment of earlier findings.

Data protection and confidentiality are respected throughout. Information collected during the complaints process will be used only for investigation and service improvement purposes and handled in accordance with applicable data protection rules. Records will be retained for the statutory period or as otherwise required by contractual obligations or regulation. The policy is designed to balance transparency with the need to protect commercially sensitive information and personal data.

Monitoring and Continuous Improvement: Trends from complaints are reviewed periodically to identify systemic issues affecting our rubbish hauling and collection operations. Lessons learned inform training, operational changes and updates to contract terms. We maintain a complaints register and produce management reports to ensure compliance with service standards.

Legal rights: pursuing a complaint under this procedure does not affect legal rights to seek alternative remedies available under contract or statute. Where disputes remain unresolved, parties may consider the dispute resolution mechanisms set out in their contractual arrangements or statutory routes provided under environmental and commercial law.

Scope and review: This complaints procedure covers all aspects of our commercial waste collection and business waste services and is reviewed periodically to ensure it remains effective and aligned with regulatory requirements. Any substantial changes to the process will be recorded and published within the organisation’s governance framework.