Complaints Procedure for Business Waste Removal Bethnal Green

This complaints procedure applies to commercial waste removal and business waste disposal in Bethnal Green. It explains how issues regarding rubbish collection, skip services and trade waste removal are handled by the company in our service area. The aim is to ensure complaints are acknowledged promptly, investigated thoroughly and resolved fairly. If you are a customer of our commercial waste or rubbish company services, this policy sets out the steps we will take so expectations are clear and consistent.

The procedure covers complaints about missed collections, damaged property, incorrect invoicing and personnel conduct during commercial rubbish removal. It is intended for businesses, local organisations and sole traders using our trade waste services. Scope: complaints relating to performance of the contract, health and safety concerns, environmental issues or customer service. We do not cover disputes already subject to court proceedings or matters handled by statutory enforcement bodies.

When a complaint is made we will acknowledge receipt within three working days. At acknowledgement we will: confirm who is handling the matter, outline anticipated timescales, and advise on the information required to investigate. Please include relevant details such as collection dates, invoice references, vehicle identifiers and any photographs that clarify the issue. We treat complaints as confidential and will only share information internally on a need-to-know basis.

How to submit a complaint and what happens next

Complaints can be raised by authorised representatives of a business account. On receipt, our complaints team will log the case and allocate an investigator. Investigation involves reviewing operational records, speaking to drivers or site staff, and, where appropriate, visiting the collection site. Our investigator will assess whether contractual terms or service standards were breached and identify corrective actions. We aim to complete investigations within ten working days, but complex cases may take longer.

Throughout the process we will provide regular updates and request any outstanding information needed to conclude the investigation. Typical remedies may include:

• apology and explanation of events;
• adjustment or credit on billing for service failures;
• recollection or remedial cleanup where appropriate;
• staff training or operational changes to prevent recurrence.

We will set out the proposed remedy in writing and invite the complainant to comment. If immediate action is required for safety or environmental reasons we will prioritise that while continuing a formal review. Remedies are proportionate to the impact and informed by the circumstances, including any evidence supplied during the complaint.

Outcomes, review and escalation

At the conclusion of the investigation we will issue a Decision Notice explaining findings, steps taken and any compensation or corrective measures offered. Decisions are based on documented facts and company policy. If the complainant accepts the outcome the case will be closed and recorded for quality monitoring. Closed complaints are used to inform continuous improvement of our trade waste and commercial waste removal services throughout the service area.

If a complainant is not satisfied with the Decision Notice they may request an internal review. The review will be conducted by a senior manager not previously involved in the case and will focus on whether the original investigation was fair, complete and proportionate. The internal review will aim to conclude within fifteen working days, and its outcome is final within the organisation.

Record keeping and confidentiality: we keep a secure record of all complaints and outcomes to support operational improvements and regulatory compliance. Records include correspondence, investigation notes, photos and Decision Notices. Personal data will be handled in accordance with applicable data protection standards and retained only for as long as necessary. For matters that fall under external regulation, the complainant may be advised of the appropriate external body to contact, though this procedure does not replace statutory complaint routes.