Complaints Procedure for Business Waste Removal Penge

Overview and scope

This Complaints Procedure applies to all commercial arrangements for business waste removal Penge and related services supplied by the company. It sets out how concerns about rubbish removal in the service area are handled, the steps we will take to investigate issues and the timeframes customers can expect. The procedure covers collections, deliveries, missed services and any operational failures affecting waste and recycling contracts.

The policy is intended for organisational clients using our commercial waste removal and business rubbish removal services. It complements contractual terms and statutory obligations and should be read as the formal route for raising issues that cannot be resolved informally with operational staff. The aim is prompt, fair and transparent resolution.

A complaint is any expression of dissatisfaction about the standard of service, including but not limited to: missed collections, incorrect invoicing, contamination of segregated streams, health and safety concerns arising from waste handling, or alleged breaches of environmental obligations in the rubbish collection process.

Making a complaint

To ensure swift handling, please submit a clear description of the issue along with relevant details. We will acknowledge receipt of a complaint within three working days and will confirm the expected timescale for resolution. The acknowledgement will set out the next steps and the person responsible for the investigation.

Include useful information such as: date and time of the incident, site address or contract reference, description of the service affected and supporting evidence (photographs or records). Where possible, underline priority areas such as health and safety risks so they can be escalated immediately.

Where an informal discussion can resolve the issue quickly, the company will attempt that first. If the matter cannot be settled informally, it will be progressed to a formal investigation. Our target for formal investigation and response is typically within ten working days of acknowledgement, unless the complexity of the case requires a longer period.

Investigation process

Investigations are conducted by trained staff who will review records, speak to operational teams and, where appropriate, visit the site. The process includes a review of service logs, vehicle records and risk assessments relevant to the disputed event. All complaints are treated confidentially and recorded to ensure consistent handling.

Investigative steps may include:

• Gathering factual evidence from operational and administrative systems
• Interviewing staff involved in the service delivery
• Reviewing contractual obligations and environmental compliance records
• Proposing corrective actions and timebound remediation where applicable

Where a complaint reveals a systemic problem, we will implement improvement measures and share learning with teams responsible for Penge waste collection services and wider operational delivery. The complainant will be informed of the outcome, the reasons for decisions and any remedial action to be taken.

Remedies and remedies assessment

Remedies depend on the nature and severity of the service failure. Possible outcomes include correction of the fault, repeat collection, adjustments to billing where an error occurred, or agreed compensation in line with contractual terms. Remedies are proportionate and are assessed against the impact on the client and the costs of mitigation.

If the complaint relates to health, safety or environmental harm, immediate remedial action will be prioritised and recorded. Appeals against the investigation outcome can be made for further review by a senior manager. Appeals should state the grounds for review and any new evidence not previously considered.

Escalation, record keeping and closure

All complaints, findings and corrective actions are recorded and retained in accordance with our information retention policy. Records support audit, regulatory reporting and continuous improvement activities. Following completion of the process, the case will be formally closed and the complainant notified of the closure outcome and any follow-up commitments.

Where a complainant remains dissatisfied after exhausting internal procedures, information on independent review routes and regulatory options will be provided within the constraints of contract and legal requirements. This may include referral to an industry ombudsman or environmental regulator where appropriate. The process aims to ensure accountability and transparency across commercial waste removal in Penge and related services.

Review and improvement of this complaints procedure are undertaken periodically. The company uses complaint trends to drive operational change and to enhance the quality of its business waste collection and rubbish removal offerings. The commitment is to learn from incidents and to reduce recurrence through training and process updates.

Complaints are an important part of service governance. They enable us to maintain standards, meet regulatory expectations and provide reliable business rubbish removal for clients. This procedure ensures that concerns about commercial waste removal are addressed promptly, fairly and consistently, with the objective of restoring service confidence and maintaining contractual compliance.