Complaints Procedure for Business Waste Removal Hendon

This Complaints Procedure sets out how complaints are handled in relation to commercial waste and business rubbish removal services in and around Hendon. It explains the steps we take from receipt through investigation to resolution, the expected timescales, and the options available if a complainant is not satisfied with the outcome. The aim is to provide a fair, transparent and timely process for clients and stakeholders who rely on professional waste collection and disposal services.

Scope: This policy covers complaints about commercial waste collection, skip hire operations, recycling sorting, and associated services provided to businesses. It does not extend to general advice or guidance materials, and it excludes consumer household-only disputes. The procedure applies to performance concerns, missed or delayed collections, damaged property, incorrect billing related to rubbish removal, and service quality issues.

How to raise a complaint

Clients are encouraged to raise a complaint in writing so there is a clear record, but complaints may also be made verbally. To ensure a swift response, please provide details including: the location of the collection, the date and time of the incident, the vehicle or job reference if available, and a concise description of the issue. Complaints should focus on the facts and any supporting evidence such as photos or documentation related to the business waste service in question.

Acknowledgement and initial response

Once a complaint is received it will be acknowledged promptly. The acknowledgement will confirm receipt, provide a unique complaint reference, and outline an estimated timescale for a substantive response. Typical timescales are noted to ensure clarity: an initial acknowledgement within 3 working days and a full reply or progress update within 10 working days, depending on the complexity of the issue.

Investigation: We will carry out a proportionate investigation tailored to the nature of the complaint. This will normally include reviewing operational records, collection logs, vehicle tracking data, CCTV where available, staff statements, and any photos supplied by the complainant. The investigator aims to identify root causes and any breach of contractual or operational standards for business rubbish removal functions.

Remedies and outcomes

The outcome of a complaint may include a formal apology, a corrective action such as re-collection or a repeat visit, a service credit where appropriate, or changes to internal procedures to prevent recurrence. Remedies are determined on a case-by-case basis and are proportionate to the seriousness of the lapse. Where financial compensation is appropriate, any offer will be based on documented loss directly attributable to the service failure.

Escalation and independent review

If the complainant is not satisfied with the initial outcome there is an internal escalation route to a senior manager or an independent review panel within the organisation. Escalations should reference the original complaint reference and clearly state the grounds for review. The escalation stage is distinct from the first investigation and may involve a separate reviewer who was not involved in the original response.

Confidentiality and data protection: During the complaints process, the privacy of individuals and the confidentiality of commercial information will be respected. Records created during investigations will be retained in accordance with applicable data protection principles and organisational retention schedules. Information will be shared only with those necessary to resolve the complaint or as required by law.

Record-keeping and continuous improvement: All complaints, outcomes, and remedial actions are recorded to support monitoring and service improvement. Regular audits of complaint trends inform training, operational changes, and service enhancements to reduce future incidents related to commercial waste handling and removal.

Service-specific considerations

Certain complaints require specialist handling, for example those involving hazardous waste, environmental contamination, or health and safety incidents. In such cases the procedure will include immediate risk mitigation, notification of regulatory bodies when required, and specialist assessment of any contamination or disposal irregularity. For matters concerning missed collections or vehicle incidents during a business rubbish removal task, remedial collection or compensation will be considered after investigation.

Timescales for resolution vary by complexity. Simple operational issues are typically resolved within 10 working days; complex or regulatory matters may take considerably longer. Complainants will be kept informed of progress and given reasons for any delays. If an immediate safety risk is identified, action will be taken without delay and documented in the complaint record.

Final review and closure: When a complaint is closed, the complainant will receive a final response summarising findings, any corrective actions taken, and confirmation of closure. Records of the complaint and the outcome will be maintained to support accountability and service quality. If the complainant remains unsatisfied after exhausting the internal escalation and review options, information about external independent dispute or regulatory bodies that oversee commercial waste services will be provided as the final step, where applicable. This complaints procedure is designed to be fair, transparent and focused on restoring service levels and preventing recurrence for business waste removal and commercial waste services in the Hendon area.