Complaints Procedure for Business Waste Removal Raynes Park

Introduction: This Complaints Procedure explains how businesses can raise concerns about commercial waste removal services in and around Raynes Park. It applies to all aspects of commercial rubbish removal, trade waste collection and business waste management where the service may not meet expected standards. Our aim is to resolve issues fairly, promptly and transparently, and to use complaints to improve operations across the rubbish collection and commercial waste disposal service area.

What counts as a complaint: A complaint may relate to missed collections, unsafe handling of business waste, incorrect billing related to waste services, damage to property during rubbish removal, or failures in recycling and waste segregation. Complaints do not include routine service enquiries or requests for new services; they focus on instances where the business believes the service provided was inadequate or breached an agreed standard.

When to escalate: If an issue is urgent — for example a spillage or an environmental hazard caused by poor commercial waste removal practices — businesses should clearly mark the complaint as urgent within their submission. The company will prioritise urgent complaints and provide an initial response as quickly as possible. Routine complaints will follow the standard timescales set out below.

Making a complaint: Businesses should submit a clear description of the issue, including the date, location of the collection, vehicle or crew details if available, and any supporting photographs or evidence. Please include your business account or reference number where relevant. Complaints about commercial rubbish collection, trade waste removal, and business refuse services will be recorded and acknowledged.

Acknowledgement and assessment: Within three working days of receiving a complaint, the service will acknowledge it in writing and provide a unique complaint reference number. The complaint will be assessed to determine the appropriate action: investigation, remedial service, or escalation to a manager. The assessment summary and proposed next steps will be shared with the complainant.

Initial investigation: The company will investigate by reviewing collection records, crew reports, vehicle logs, and any photographic evidence. Where necessary, a site visit will be arranged. Investigations aim to be thorough but proportionate, balancing the need for a prompt resolution with the collection of relevant facts related to commercial waste removal and rubbish clearance operations.

Resolution options: Possible outcomes include explanation of events, apology where appropriate, refund or credit for missed or inadequate service, re-collection or remedial work, and changes to operational procedures. For complaints about health, safety or environmental impact, corrective action will be prioritised. Remedial actions are documented and monitored to prevent recurrence across the broader waste removal service area.

Timeline for resolution: The target is to provide a final response within 20 working days of acknowledgement. If the issue is complex and requires more time, the complainant will receive interim updates explaining the reasons for delay and an expected timeframe for a final response. Escalation to senior management will occur if a swift resolution cannot be reached at the operational level.

Continual improvement: All complaints are logged and analysed to identify trends in business waste removal performance. Findings inform staff training, route planning, and vehicle procedures so that commercial rubbish collection standards improve over time. Complaints are treated as an opportunity to strengthen the reliability and professionalism of waste services.

Confidentiality and impartiality: Complaints are handled with respect for privacy; details are shared only with staff involved in the investigation unless disclosure is necessary for resolution. The process is impartial: investigations are conducted by staff not directly involved in the incident where feasible, and decisions are based on factual evidence obtained during the review.

Appeals and further review: If a business is dissatisfied with the outcome, an internal appeal can be requested, which will be reviewed by senior management not previously involved in the case. Appeals should reference the original complaint number and outline reasons for dissatisfaction. An independent audit of the case may be arranged where appropriate to ensure fairness and transparency in the handling of commercial waste disputes.

Record keeping and reporting: All records of complaints, investigations and resolutions are retained to meet regulatory requirements and to support ongoing service quality monitoring. Regular reports summarise complaint themes, response times and remedial actions, enabling the company to demonstrate accountability and continuous improvement in business waste services, including commercial rubbish removal and trade waste collection.