Complaints Procedure — Business Waste Removal Catford

This Complaints Procedure describes how clients and other stakeholders may raise concerns about business waste removal Catford services. It applies to all aspects of commercial and industrial waste collection, transfer and disposal provided by the company across its service area. The aim of this policy is to ensure that complaints are handled promptly, transparently and fairly. Our approach is to investigate matters objectively, to identify and implement corrective actions, and to record outcomes for continuous improvement.

Clear definitions are important. A complaint is any expression of dissatisfaction regarding our rubbish collection or waste management services that requires a formal response. Routine operational queries that can be resolved immediately are not treated as formal complaints but will be documented when they indicate systemic issues. This procedure sets out the steps for acknowledgement, investigation, recording and closure of complaints relating to business waste removal and ancillary services.

Complaints can be made by authorised representatives of businesses, property managers, or other parties affected by commercial waste collection. The company records each complaint in a secure register and assigns a unique reference number. Complaints will be categorised by type, urgency and potential environmental or regulatory impact. Examples include missed collections, unsafe handling of waste, spillage or contamination incidents, poor communication about service changes, and failures to comply with contractual obligations.

On receipt of a complaint the company will: acknowledge it within two working days, allocate it to a named investigator, and provide an estimated timeframe for a substantive response. Complex matters that require site visits, third-party consultation or regulatory liaison may take longer; in such cases the complainant will be kept informed of progress at regular intervals. Our objective is to resolve most complaints within 10 working days unless further investigation is needed.

The investigation stage involves gathering relevant records, interviewing staff or subcontractors, reviewing CCTV or vehicle telemetry where available, and assessing whether operational procedures or contractual terms were breached. The investigator will produce a written report summarising findings, referencing applicable legislation and internal policies, and recommending corrective actions or compensation where appropriate. The report will be retained in company records for audit and compliance purposes.

Where a complaint identifies health, safety or environmental risk, immediate remedial measures will be taken even while a full investigation is underway. Corrective actions may include targeted retraining, process changes, supplier performance reviews, or remediation of affected sites. The company will monitor the effectiveness of corrective actions and document outcomes to prevent recurrence.

The outcome of the investigation will be communicated in writing to the complainant and will include: a clear explanation of findings, any actions taken, a timeline for outstanding actions, and details of any changes to service or policy. If the complainant is dissatisfied with the outcome, they may request an internal review by a senior manager not previously involved in the case. The internal review will focus on whether the original investigation was thorough and whether the proposed remedies were reasonable and proportionate.

Appeals are considered as formal escalations and will be acknowledged within two working days. An internal review will be completed within 15 working days where practicable, and the reviewer will provide a final written decision. The final decision will consider legal obligations, contractual terms, and relevant environmental regulations. Escalation does not replace regulatory reporting requirements; serious breaches will still be notified to the appropriate authorities in line with statutory duties.

Records of complaints, investigations and outcomes are retained in accordance with the company’s data retention policy and applicable law. Complaint records are used to identify trends, to inform staff training, and to improve operational controls. Confidentiality is maintained throughout: personal information and commercially sensitive material are only shared on a need-to-know basis. Where disclosure is required by law, the company will advise the complainant of the necessary steps.