Complaints Procedure for Business Waste Removal Greenwich

This Complaints Procedure explains how we manage concerns related to business waste services, including commercial rubbish collection and waste removal operations. Its purpose is to provide a clear, fair and transparent route for customers to raise issues about service delivery, missed collections, handling of waste streams, billing or other operational matters. We are committed to investigating complaints thoroughly and to taking proportionate action to resolve them. This is a formal policy statement and does not replace contractual terms.

Anyone who receives or arranges business waste removal services from our teams may raise a complaint; this includes site managers, premises owners and authorised agents acting on behalf of a business. The scope covers commercial waste removal activities such as scheduled collections, ad hoc clearances, recycling separation and safe disposal. Excluded matters include disputes between private third parties, criminal activities reported to the authorities, and issues resolved under separate contractual dispute resolution clauses.

On receipt of a complaint we will acknowledge it promptly. Acknowledgement will set out the reference number and the expected timeframe for our initial response. Our target is to issue an acknowledgement within five working days and to make substantive contact within ten working days, except where complexity or third-party involvement requires a longer investigation period. We aim to keep complainants informed if additional time is needed.

To help us address concerns efficiently, please provide clear information about the incident: date and time, location or site reference, vehicle or crew descriptions if available, and any photographic evidence. While contact details are required to communicate updates, complaint submission channels are flexible to accommodate accessibility needs and business schedules. We treat all complaints confidentially and in accordance with data protection standards.

• What to include: site name, service type, date/time, description of the issue.
• Supporting evidence: photos, invoices, crew IDs or vehicle numbers.
• Desired outcome: what resolution you are seeking (e.g., repeat collection, refund, apology).

Investigation and Assessment

Once a complaint is logged, a trained complaints officer will assess the facts, review operational records, and consult relevant staff or subcontractors. Investigations will include checks of collection logs, route data, CCTV (where available) and waste transfer documentation. We will aim to complete straightforward investigations within 20 working days. For complex incidents involving hazardous materials, third-party contractors or regulatory enquiries, we will provide interim updates and an estimated completion date.

Possible Outcomes and Remedies

After investigation we may find the complaint to be upheld, partly upheld or not upheld. Remedies we can offer include a formal apology, re-attendance for collection, remedial site visit, credit or partial refund where service failure is confirmed, and process changes to prevent recurrence. Remedies will be proportionate to the nature and impact of the failure. We will confirm the outcome in writing and explain any remedial actions taken.

If a complainant is not satisfied with the outcome, they may ask for an internal review by a senior manager. The request for escalation should state reasons why the initial response is considered insufficient and include any additional evidence. The senior review will be conducted independently of the original investigator and will aim to conclude within 15 working days of receipt. Where the complaint relates to regulatory compliance or environmental harm, appropriate authorities may be notified in line with legal obligations.

Some complaints are outside our direct control: issues involving third-party service providers, municipal waste enforcement decisions, or matters already subject to legal proceedings. In such cases we will explain the limits of our jurisdiction and, where possible, assist the complainant with information on alternative routes such as industry ombudsmen or regulatory bodies. Throughout, we will maintain a neutral and evidence-based approach.

We keep clear records of all complaints and outcomes to support continuous improvement and to demonstrate compliance with service standards. Records include investigation notes, correspondence, decisions and corrective actions. Data is retained in line with our records retention policy and relevant legal obligations. Aggregated complaint trends are reviewed regularly to identify training needs, route planning adjustments or contractor performance issues.

Performance standards and targets for business rubbish clearance and waste removal are monitored internally. Where patterns of failure are identified we implement action plans and report progress to senior management. Customers are informed of systemic changes when they directly affected service quality, and we publish summary reports on complaint volumes and resolutions where appropriate.

We are committed to timely, fair and transparent resolution of complaints related to commercial waste services. If you raise a concern, it will be logged, investigated and treated seriously, with clear options for escalation and independent internal review. This procedure ensures that issues are addressed consistently and that lessons learned improve ongoing operations for everyone using business waste removal services in the service area.