Complaints Procedure for Business Waste Removal Woolwich

Purpose and scope. This complaints procedure applies to all aspects of business waste removal Woolwich services provided by the company, including scheduled commercial waste collection, ad-hoc rubbish collection and any ancillary site services. It explains how a commercial customer can raise a concern about service delivery, billing, waste handling or health and safety matters related to our commercial waste removal in Woolwich operations. The policy is written as a formal legal page and is intended to set out our commitments, responsibilities and the process we follow when a complaint is received.

Principles

We aim to handle every complaint fairly, consistently and promptly. The process is impartial: complaints are investigated by staff not directly involved in the service complained about where practicable. We will treat complaints with confidentiality, maintain professional conduct and record all details. Our approach supports continuous improvement in the delivery of rubbish clearance, commercial recycling and other business waste services within the service area.

What is a complaint?

A complaint is any expression of dissatisfaction about the standard of service, actions or lack of action by our team in relation to business waste collection, commercial skip hire or workplace recycling programs. This includes issues with missed collections, contamination handling, incorrect invoicing and alleged breaches of health and safety or environmental procedure. Minor service queries that can be resolved immediately will be treated as service reports rather than formal complaints.

How to raise a complaint

Complaints should be raised as soon as possible after the incident so we can investigate effectively. While we do not include contact details on this legal page, complaints may be submitted in writing or through the customer's usual account channels. When making a complaint, please provide a clear description of the issue, dates and times, the account or reference number where applicable, and any relevant supporting information such as photographic evidence or site notes.

Acknowledgement and initial review

Upon receipt of a complaint, we will acknowledge it within a stated timeframe set by our internal policy. The acknowledgement will confirm the complaint is being logged and allocate a reference number. An initial review determines whether immediate remedial action is required to mitigate risk, for example arranging an urgent collection or issuing operational instructions to crews. This stage ensures health and safety risks are prioritised.

The full investigation will be proportionate to the nature and complexity of the complaint. Investigation steps normally include:

• gathering records and CCTV or vehicle logs where available;
• interviewing staff and drivers involved in the service;
• reviewing contractual obligations and service schedules;
• assessing any environmental or health and safety implications.

Timescales and outcomes

We will aim to provide a substantive response within a reasonable period following the investigation, consistent with legal and regulatory requirements. Typical outcomes may include an apology, explanation of findings, corrective action such as rescheduling a collection, procedural changes, or financial adjustments where appropriate. If systemic failures are identified, we will outline remedial steps to prevent recurrence. All outcomes are documented on the complaint record for accountability and audit purposes.

Escalation and independent review

If the complainant is dissatisfied with the outcome, the complaint may be escalated within our internal hierarchy for further review. For certain matters that cannot be resolved internally—for example, disputed liability for contaminated waste or alleged environmental compliance breaches—parties may be advised of their ability to seek alternative dispute resolution or independent arbitrators. This procedure does not preclude any party from pursuing statutory or regulatory routes where appropriate.

Record keeping, confidentiality and improvement. We retain all complaint records in accordance with our data retention policy and applicable law. Records include correspondence, investigation notes, findings and actions taken. Personal data and commercially sensitive information are handled with care and disclosed only to those involved in the investigation or as required by law. Patterns of complaints are analysed periodically to improve our commercial waste collection processes, vehicle routing, crew training and customer communications. The procedure supports transparency and continual service enhancement without disclosing specific operational contact details.