Complaints Procedure for Business Waste Removal Wood Green

Purpose: This complaints procedure sets out how businesses can raise concerns about commercial waste removal and rubbish collection services, how those concerns are handled, and the expected timescales for resolution. It applies to all commercial and industrial clients receiving business waste removal or commercial waste services within the service area.

Scope and Principles

The policy covers complaints relating to collection reliability, site cleanliness, waste segregation, pricing disputes and any health or safety issues arising from our waste management activities. We treat every complaint seriously and will handle it with impartiality, confidentiality and promptness. Our approach aims to be fair, transparent and consistent across all rubbish removal Wood Green and neighbouring service routes.

How to Make a Complaint

Complaints should be made as soon as possible after the incident or issue is identified. You may submit a formal complaint in writing or via the customer enquiry channels provided at the time of service. When making a complaint, please include:

• Company name and account reference (if available)
• Date, time and location of the incident
• Details of the problem and any relevant supporting evidence
• Preferred outcome or remedy

Acknowledgement and Initial Response

On receipt of a complaint we will acknowledge it promptly, normally within 3 working days. The acknowledgement will identify the person managing the complaint and outline the process, expected timescales and any immediate actions. For urgent health or safety matters, we will prioritise a same-day initial response where reasonably practicable.

Investigation Process

Each complaint is assigned to a trained complaints handler. The investigation may include reviewing collection logs, speaking to the crew involved, inspecting the site and examining CCTV or photographic evidence if available. The handler will keep a clear written record of all steps taken. We aim to complete standard investigations within 15 working days; complex cases may require more time and will be kept under review with the complainant informed of progress.

Possible Outcomes and Remedies

Where a complaint is upheld, remedies may include remedial collections, on-site rectification, a formal apology, a refund or service credit, revisions to collection schedules, or where appropriate, changes to operating procedures. Remedies will be proportionate to the issue and focused on returning the client to the position they would have been in had the service been delivered correctly. We will document the chosen remedy and notify the complainant in writing.

Escalation and Independent Review

If the complainant is not satisfied with the outcome, they may request internal escalation. An escalated complaint will be reviewed by a senior manager who has not been involved in the initial decision. This stage includes a reassessment of the investigation and any new evidence submitted. The escalated review will normally be concluded within a further 20 working days.

Record Keeping and Confidentiality

All complaints and associated records will be retained in accordance with our data retention policies and applicable laws. Records include initial reports, investigation notes, communications, and actions taken. We handle personal and sensitive information securely and only share details on a need-to-know basis. Confidentiality is maintained throughout, subject to legal obligations.

Monitoring Performance and Continuous Improvement

We regularly analyse complaint trends to identify systemic issues, improve operational practices and train staff. Performance indicators such as acknowledgement time, resolution time and number of repeat complaints are monitored and reported internally. This helps us improve the quality of commercial waste collection, business refuse disposal and other rubbish removal services across the service region.

Appeals, Remedies and Final Resolution

If, after escalation, the complainant remains dissatisfied, a final internal review will be offered and the reasons for the final decision will be explained in writing. Where appropriate and permitted by law, external dispute resolution mechanisms may be suggested. Our aim is to reach a fair conclusion and restore confidence in our commercial waste removal and business rubbish collection operations.

Commitment: We are committed to resolving complaints transparently and improving our services. Our process is designed to be accessible, fair and efficient for all clients using our commercial and business waste removal services.

Note: This policy describes the internal complaints procedure and is intended to set expectations for how issues are handled by our waste management teams. It does not replace statutory rights or regulatory obligations that may apply to specific disputes.