Complaints Procedure for Business Waste Removal Walthamstow

Purpose and scope. This complaints procedure explains how we handle concerns relating to business waste removal in Walthamstow and nearby service areas. It applies to complaints about our commercial rubbish removal, business waste collection and commercial waste disposal services provided to organisations, landlords and trade customers. The policy is intended to be fair, transparent and proportionate and to meet regulatory expectations for service providers handling commercial waste.

We recognise that disputes can arise from missed collections, disposal of materials, damaged property, documentation or perceived non-compliance with waste duty of care obligations. This page sets out the stages, timescales and potential remedies available. It does not replace legal rights or statutory appeals processes where those apply; rather, it is an in-company escalation and resolution framework for issues arising from our rubbish removal services.

How to raise a complaint. Complaints should be made by the person authorised to instruct the commercial waste service or their appointed representative. When making a complaint, provide:

• the service reference or invoice number where available;
• a clear description of the issue and relevant dates;
• the location or premises identity;
• any supporting evidence such as photographs or collection notes.

We will treat all complaints with confidentiality and handle personal data in accordance with data protection requirements.

Acknowledgement and initial assessment

On receipt of a complaint we will acknowledge it promptly. Our usual target is to confirm receipt within three working days. The acknowledgement will state who is managing the complaint and the expected timescale for a full response. We will undertake an initial assessment to determine whether the complaint can be resolved immediately or requires a more detailed investigation.

Minor issues such as a one-off missed collection or simple administrative error may be resolved within 5 to 10 working days. More complex complaints involving alleged environmental harm, contamination, or alleged breaches of procurement or contract terms may require coordination with operational teams and external partners and therefore take longer.

Investigation process. When a complaint proceeds to investigation we will gather relevant service records, route details, crew reports and any photographic evidence. Investigations may include site visits, witness statements and liaison with third-party contractors where collections or disposals involved subcontracted crews. Findings will be evaluated against contractual terms, statutory duties and our published operating standards for commercial waste collection Walthamstow and associated services.

Decision and remedies

Following investigation we will issue a written decision that sets out our findings and, where appropriate, the remedial action. Remedies may include:

• a formal apology where service fell short;
• corrective collection or re-disposal where practicable;
• credit or refund consistent with contract terms;
• procedural changes to prevent recurrence.

All decisions will reference the evidence considered and explain the rationale for the outcome.

Timescales for resolution. We aim to provide a full written response to most complaints within 15 to 20 working days of receipt. If more time is needed we will notify the complainant, explain the reason for the delay and provide an updated expected date for resolution. Urgent matters involving environmental risk or public safety will be prioritised and escalated immediately.

Where a complaint relates to alleged non-compliance with statutory waste controls, duty of care, or permitted waste types, we will document any legal or regulatory implications and preserve records to assist enforcement bodies if required. This company will cooperate with regulators while also respecting confidential commercial information where legally permitted.

Escalation and internal review. If the complainant is not satisfied with the outcome they may request an internal review. The request should specify the grounds for review and any additional evidence. An internal review will be conducted by a senior manager who was not involved in the original decision. The review will focus on whether the procedure was followed, whether the decision was proportionate and whether any new material evidence alters the outcome.

Record keeping and learning. All complaints and associated correspondence will be logged and retained in line with our document retention policy. Statistical summaries and root-cause analyses of complaints will be used to drive continuous improvement of our commercial waste disposal operations, reduce recurrence of common faults and inform staff training.

Final remarks and external options. This complaints procedure is designed to reach fair and proportionate outcomes for clients using trade waste and business refuse services. If internal resolution is exhausted and the complainant believes further independent review is warranted, they may pursue any external dispute resolution mechanisms permitted by contract or by statute. We will co-operate with independent reviewers, ombudsmen or statutory bodies when authorised to do so, and will supply factual records necessary to support independent scrutiny. Our objective is to resolve complaints promptly, protect environmental and safety standards, and maintain transparent commercial waste services across our service area.