Complaints Procedure for Business Waste Removal Wembley

This Complaints Procedure sets out how clients and representatives can raise concerns about commercial waste removal in Wembley and how those concerns will be handled. The aim is to provide a clear, fair and timely process for resolving issues related to business waste collection, removal, recycling and disposal. The procedure applies to all services provided under commercial and industrial rubbish removal arrangements and is intended to be consistent, transparent and proportionate.

The scope of this policy includes complaints about missed collections, damage to property during removal, the handling of hazardous materials, disputed charges, and failures to follow agreed schedules. It does not cover general enquiries or requests for service modifications; those are managed through normal service channels. This document describes the stages of complaint handling, expected timescales, potential remedies and escalation routes within the waste removal provider.

A complaint is any expression of dissatisfaction with the quality of service, the conduct of staff or contractors, or the execution of a contract for business waste services. Complaints may be made by the account holder, an authorised representative or a third party with a legitimate interest. On receipt we will record the complaint in our complaints register and acknowledge it in writing or electronically within three working days.

We follow a staged approach designed to achieve prompt resolution. Initial acknowledgement is followed by an investigation, proposed remedy, and a written outcome. At each stage we will keep the complainant informed of progress and any likely delays. Complaints are reviewed by a designated complaints handler and, where appropriate, escalated to a manager for an independent review.

Investigation will include a review of service records, collection logs, site notes and any photographic or third-party evidence. The investigator may contact site staff, drivers or contractors to verify events and gather context. Investigations are handled confidentially; records are retained in accordance with data protection standards and retained only as long as necessary for resolution, audit and legal obligations.

Typical timescales are: acknowledgement within three working days; a substantive response or progress update within ten working days; and a final response within twenty working days unless the matter is particularly complex. If additional time is required we will explain the reason for the extension and provide a revised timescale.

• Acknowledgement: confirm receipt and record the complaint.
• Investigation: gather facts, review contractual terms and consult relevant staff.
• Resolution: propose remedies and agree actions to prevent recurrence.

Remedies may include a service repeat, a proportionate credit against future invoices, replacement of damaged property where liability is established, or other corrective actions to reinstate compliance with agreed waste management standards. Remedies will be fair and proportionate to the impact of the issue and the terms of the service agreement. Refunds or credits are considered where appropriate; where liability is disputed the matter will be escalated for additional review.

If the complainant remains dissatisfied after the provider's final response, the case may be escalated internally for a further independent review by senior management. Where available and appropriate, independent arbitration or third-party mediation may be offered as an alternative dispute resolution mechanism. This escalation does not affect any statutory rights that the complainant may have.

All complaint records are treated as confidential, used only for resolution and service improvement, and handled in accordance with relevant data protection obligations. We maintain a register of complaints to monitor trends, identify recurrent issues and implement preventive actions such as revised procedures, additional training for staff or changes to subcontractor requirements. Periodic analysis of complaints supports continuous improvement in commercial rubbish removal operations.