Complaints Procedure for Business Waste Removal Kingston upon Thames sets out how we manage concerns about our commercial and business rubbish services. This policy applies to all professional waste collections and contracted disposal work across our service area and is designed to be clear, fair and accessible. It explains what constitutes a complaint, how complaints will be recorded and investigated, the expected timescales for responses and the remedies available. The aim is to resolve issues promptly and to learn from every incident so that our rubbish removal and waste management operations continually improve.

Complaints Procedure for Business Waste Removal Kingston upon Thames

All complaints about our rubbish removal or commercial waste collection operations are taken seriously. A complaint is any expression of dissatisfaction with the standard of service, conduct of our staff, missed collections, incorrect disposal or damage related to a job. This procedure applies whether the issue is raised by a customer, site manager or third party. We treat complaints impartially and will ensure all relevant records are retained for audit and compliance purposes. Our process conforms to best practice and regulatory expectations relevant to waste carriers and disposal services.

Initially, complaints will be logged and acknowledged promptly. We aim to provide an initial acknowledgement within two working days and a substantive response within ten working days. If a complaint requires a site visit, technical inspection or liaison with a disposal facility, we will advise an expected timeframe and keep the complainant updated. Where immediate action is required to prevent a health, safety or environmental risk, we will prioritise investigation and mitigation. Our approach is to be transparent about timelines and realistic about what we can deliver.

How to Submit a Complaint and What We Investigate

To ensure a fair assessment, complaints should describe the incident, include dates, locations and any photographic evidence where available. We investigate a range of issues including missed collections, contamination in recycling loads, incorrect disposal routes, damage to property during collection and failure to adhere to agreed service terms. Confidential matters are handled with discretion and any personal data used during investigation will be processed lawfully and stored securely in line with data protection requirements. Our records enable consistent handling and trend analysis to prevent recurrence.

The investigation stage will be thorough and may include interviews with staff, review of collection logs, CCTV and vehicle telemetry where available, and consultation with third party receiving sites. Typical outcomes include: an apology, corrective action (such as re-collection or site clean-up), operational changes, or compensation where loss can be demonstrated. We use clear decision criteria and document findings. If a complaint is upheld, we will outline steps taken and any further measures to reduce the chance of repeat incidents.

Where appropriate, we will offer an internal review if the complainant is dissatisfied with the initial outcome. Reviews are conducted by a senior manager not previously involved in the matter. The review will focus on whether the original investigation was adequate and whether conclusions were reasonable. Our emphasis is on fairness, learning and proportionate remedy rather than punitive action. A final internal determination will be provided in writing.

We maintain clear escalation and record-keeping practices. All complaints are recorded in our central register and assigned a unique reference number for tracking. Records include the nature of the complaint, evidence gathered, investigation findings, correspondence, and corrective actions. Retention periods meet statutory and contractual obligations. Regular management reviews analyse complaint trends to identify systemic issues in routes, staffing, training or equipment. Continuous improvement initiatives arising from complaint data help refine our business rubbish collection and waste handling services.

Stages and timescales: initial acknowledgement (2 working days), substantive response (10 working days), site inspection scheduling (varies by complexity), internal review (within 20 working days of request). If these timescales cannot be met due to unforeseen circumstances we will inform the complainant and set a new timetable. For clarity, this process does not replace statutory reporting obligations for incidents that present environmental harm; such incidents will be notified to the appropriate authorities in accordance with legal requirements.

Resolution, Remedies and External Options

Where a complaint is upheld, remedies may include corrective collection, refund of fees, targeted training for personnel, or other proportionate remedies. We do not offer remedies for matters outside our control, such as third-party actions not caused by our operations. If a complainant remains unsatisfied after exhausting our internal procedure, they may seek redress through independent channels applicable to waste services and commercial disputes. We will provide a clear explanation of the outcome and the reasons for our decisions.

Confidentiality and fairness: throughout the process we treat complainants and staff with respect, ensure impartiality and protect sensitive information. Allegations that could affect reputation are handled carefully and objectively, with facts verified before conclusions are reached. We commit to preventing victimisation of anyone raising a concern in good faith. The policy is regularly reviewed to ensure it remains compliant, effective and aligned with industry standards.

For transparency, we produce periodic summaries of complaint themes and improvements (without identifying individuals) to help clients and stakeholders understand how concerns are addressed. This supports accountability and demonstrates our commitment to high standards across commercial waste removal, business refuse services and rubbish collection operations. Our goal is to deliver a dependable, compliant service and to learn from each complaint to enhance performance.

Note: this complaints procedure is intended as the formal route for resolving operational and service-related issues. It should not be used as a forum for contractual negotiation or payment disputes that are subject to separate contractual terms. The process is designed to be accessible and remedial, ensuring that concerns about waste carriage, collection and disposal are handled professionally and resolved where possible.