Complaints Procedure for Business Waste Removal Mottingham

Purpose: This complaints procedure sets out how our commercial rubbish and business waste removal services handle concerns raised by clients across our service area, including Mottingham. It exists to ensure that every issue is addressed promptly, transparently and fairly. We aim to resolve complaints at the earliest opportunity, and this document outlines the stages of reporting, investigation and resolution for matters related to commercial waste collection, disposal and recycling services.

We recognise the importance of maintaining trust in our business waste services. Wherever you operate within our coverage area, including local commercial hubs, please be assured that complaints will be treated seriously and confidentially. The scope covers missed collections, damaged property, incorrect handling of hazardous materials, documentation errors and any failure to meet agreed service standards for commercial waste removal.

How to raise a complaint: Complaints should be submitted in writing or by the channels described in the customer agreement. When raising an issue, include clear details such as collection dates, invoice or job reference numbers, site description and a concise account of the problem. Providing photographs or evidence where relevant will help speed up the assessment. Complaints that relate to safety or environmental risk are prioritised for immediate attention.

On receipt of a complaint, our complaints handling team will acknowledge it within a defined timescale and confirm the next steps. The initial acknowledgement will explain who is managing the case and provide an estimated timescale for a detailed response. We seek to be transparent about the progress and any interim actions taken to mitigate ongoing issues, especially when collections have been disrupted or waste is posing a contamination risk.

Investigation and assessment

The complaint will be investigated by a designated case officer and, where necessary, by operational staff who attended the site. Investigation steps include reviewing service records, vehicle logs, CCTV where available, and staff statements. Our approach is to gather facts impartially and to assess whether contractual service levels for business waste removal in Mottingham or the broader service area were met.

During the investigation we may propose remedial actions such as arranging an immediate collection, replacing or repairing damaged containers, or offering alternative disposal options. If the complaint concerns regulatory or hazardous materials handling, we will involve qualified personnel to ensure compliance with environmental and health regulations.

We operate a staged resolution process designed to be fair and efficient. Typical stages include:

• Initial acknowledgement and case assignment;
• Detailed investigation and evidence gathering;
• Proposed remedial actions and timescales;
• Final decision and explanation of outcomes;
• Escalation to senior management if required.

Decisions will be communicated in writing and will include reasons for the outcome, any remedial steps to be taken, and details of escalation if the complainant remains dissatisfied.

Remedies and redress

Where a complaint is upheld, remedies will be proportionate to the impact and may include service credits, repeat collections, corrective actions to remediate environmental impact, or operational changes to prevent recurrence. We do not offer financial compensation for third-party losses without adequate evidence, and any redress will follow a documented approval process to ensure consistency.

Escalation: If a complainant is not satisfied with the initial outcome, they may request escalation to senior management within the organisation. Escalated cases are reviewed by a higher-level panel that re-examines the evidence and the response. This final internal review aims to provide a conclusive decision; where legal or regulatory issues arise, the matter may be referred to the appropriate external body for resolution in line with statutory requirements.

Quality improvement: All complaints are recorded and analysed to identify trends and systemic causes. Lessons learned are fed back into training, operational procedures and service design to better serve businesses using commercial waste removal services. Continuous improvement is central to our approach, and complaint records inform audits and performance reviews to improve reliability across our service area.

Our commitment is to a timely, clear and impartial complaints process that respects commercial sensitivities and statutory obligations. Confidentiality is maintained except where disclosure is required by law or necessary to protect public safety. This complaints procedure applies to all incidents related to business waste removal, commercial rubbish collection and associated services, ensuring a consistent route to resolution for organisations that rely on these services.

Finally, we recommend that complainants retain relevant records, such as service schedules, photographs and correspondence, to support an effective investigation. The complaints process is designed to provide clarity and to restore service standards swiftly so that businesses can continue to manage waste responsibilities with confidence.