Commercial Waste Complaints Procedure

Company representative reviewing a commercial waste container in urban area Purpose: This document sets out the complaints procedure for our commercial waste services in and around Chiswick. It explains how businesses can raise concerns about collection, disposal and associated service standards. The aim is to provide a clear, accessible route for resolving issues promptly while protecting the rights of both the customer and the service provider. This procedure applies to all forms of commercial rubbish services, including scheduled collections, ad hoc skips and hazardous waste arrangements.

Scope and Definitions

Commercial waste covers refuse from commercial, industrial and institutional premises. In this procedure the terms "complaint" and "concern" refer to any expression of dissatisfaction concerning the provision of business waste collection and disposal. Examples include missed collections, container damage, health and safety breaches, invoicing disputes and perceived non-compliance with agreed service levels.

Documentation and photographs used as evidence in a waste complaint case

Who Can Complain

Any authorised representative of a contracting organisation that uses our commercial waste collection services may submit a complaint. Private individuals reporting incidents involving commercial customers will be redirected to the appropriate account holder. Complaints can be made about the current service, historical incidents within a reasonable timeframe, or about third-party contractors acting on behalf of the waste operator.

We seek to resolve issues informally where possible. Initially, raise the matter with the crew supervisor at the time of incident or with the customer service team within five working days. Provide clear details including the address, service reference, date and nature of the problem. Wherever practicable, pursue an informal resolution before submitting a formal complaint so operational fixes can be applied quickly.

Formal Complaint Process

If an informal approach fails to provide a satisfactory outcome, a formal complaint may be lodged. On receipt, the complaint will be acknowledged in writing within three working days and assigned a unique reference number. The complaint will then be logged and escalated to an appropriate manager who has authority to investigate and determine corrective actions.

Operations manager reviewing collection logs and vehicle tracking Investigation: The investigation may include site visits, review of collection records, CCTV or vehicle telematics, interviews with staff, and examination of contract terms. We will aim to complete the investigation within 15 working days. If more time is needed due to the complexity of the matter, we will inform the complainant and provide an anticipated timeframe for a full response.

Remedies and Proposed Outcomes

Where a complaint is upheld, remedies may include an apology, repeat collection, repair or replacement of damaged containers, credit against invoices or amendment of service arrangements. Remedies are applied proportionately and in accordance with contractual terms and applicable waste management regulations. Remedies do not include substitution of services not previously contracted unless expressly agreed.

We maintain records of all complaints and outcomes for accountability and continuous improvement. Recurring issues will trigger a service review and may result in operational changes to routes, staffing, or customer guidance. This helps reduce future incidents and improves the reliability of commercial rubbish and waste collection across our service area.

Examples of information you should provide when making a complaint include:

Company name and account reference (where applicable)
Date, time and exact location of the incident
Description of the issue, including photographs if available
Names of staff involved or vehicle identification

Staff conducting a review meeting about a waste service complaint Escalation and Independent Review: If you are not satisfied with the outcome of the formal investigation, you may request escalation to senior management. Escalation will prompt a secondary review by a senior manager not previously involved. Where disputes remain unresolved after internal escalation, parties may consider independent mediation or arbitration where permitted by contract. Such external routes are separate from this complaints procedure and may incur additional costs.

Confidentiality: All complaints will be handled in accordance with privacy and data protection obligations. Personal data will be used only for the purpose of investigating and resolving the complaint and retained for the period required by law and company policy. Sensitive information about third parties will not be disclosed without consent unless required by law.

Final outcome letter being prepared following a commercial waste investigation Record Keeping and Monitoring: We monitor complaint trends to identify systemic issues and to inform training, route optimisation and vehicle maintenance. Periodic reports summarise complaints by type, root cause and remedial action. These reports support performance improvement and help ensure our commercial waste handling, collection and disposal services remain compliant, safe and effective.

Time Limits and Withdrawal

Complaints should be raised promptly. While exceptional circumstances may warrant extensions, claims made long after the incident can be harder to investigate due to lack of evidence. A complainant may withdraw a complaint at any time. Withdrawal will be recorded and the matter will be closed unless there are overriding public interest or safety concerns that require further action.

Service Standards and Continuous Improvement

We commit to fair, prompt and transparent handling of complaints about business waste services. Our goal is to achieve timely resolution, deliver corrective action where required, and learn from incidents. Regular audits ensure compliance with statutory obligations and industry best practice, helping to maintain a high standard for commercial rubbish and waste management across our operational area.

Final notes: This complaints procedure is part of our governance framework for commercial waste. It is designed to be accessible and proportionate, focusing on speedy resolution and service improvement. For clarity, this document does not supersede contractual terms governing commercial waste supply arrangements.