Complaints Procedure for Business Waste Removal Hillingdon

Purpose: This Complaints Procedure sets out how customers may raise concerns about Business Waste Removal Hillingdon and related commercial rubbish services. It applies to complaints about collection standards, service delivery, waste handling, invoicing disputes and conduct of operatives. The aim is to resolve issues quickly, fairly and with minimal disruption to your operations.

Scope: This procedure covers commercial waste removal, skip services and trade waste contracts across our local service area. It is relevant to businesses, landlords and property managers using our commercial waste removal solutions. It does not replace statutory rights or regulatory reporting for environmental or safety breaches.

Making a complaint: If you wish to complain about any aspect of our business rubbish removal service, you should do so in writing or by using any formal channel provided at the time of service. Please include dates, job reference where available, names of staff involved and any supporting evidence such as photographs or delivery notes.

How we acknowledge complaints

On receipt of a complaint we will formally acknowledge it within 3 working days. Acknowledgement will confirm the complaint reference number and the name of the person assigned to manage the matter. We will explain the next steps and estimated timescales for investigation.

Initial assessment: The assigned complaints handler will carry out an initial assessment to determine the severity, potential health or environmental impact, and whether immediate remedial action is required. If necessary, we will prioritise incidents that pose a risk to safety or the environment.

Investigation: Investigations will include review of job records, staff statements and any site evidence. Our objective is to be thorough and impartial. We will document findings and record whether the issue arose from operational error, miscommunication or other causes related to waste removal services.

Possible outcomes: Depending on the investigation, outcomes may include corrective collection, adjusted billing, procedural changes or a formal apology. In cases where service failure is identified, we will outline remedial actions and timeframes for completion. Where no fault is found we will explain the reasons clearly.

Resolution timescales: For most complaints we aim to provide a substantive response within 15 working days. Complex complaints that require site re-inspection or external consultation may take longer; in those cases we will keep you updated and provide interim responses.

Escalation: If you are dissatisfied with the outcome you may request escalation to a senior manager for review. Escalated complaints will be reassessed and a final position communicated. Our escalation process is designed to provide an independent internal review of the original decision.

Evidence and record-keeping

We encourage complainants to submit relevant evidence such as photos, invoices, permits or witness details. All complaints and associated records are maintained in accordance with our record-retention policy to allow audit and continuous service improvement.

Confidentiality: Complaints will be handled sensitively and information will only be shared with staff who need it to investigate. We respect privacy and will manage personal data in line with applicable data protection principles.

Remedies and compensation: Where a service failure causes measurable loss, we will consider proportionate remedies including refunds or credits. Compensation will be considered only when losses can be reasonably attributed to our actions and will be assessed in line with company policy.

Service improvements: We use complaint trends to identify training needs, process weaknesses and opportunities for environmental performance improvements. Complaints play a vital role in driving better operational standards across our trade waste and business waste removal services.

Third-party contractors: If the complaint involves work carried out by a subcontractor, we will take responsibility for managing the investigation and enforcing contractual remedies where appropriate. We will not, however, publish commercially sensitive details about third parties.

Appeals and independent review: Where internal escalation does not resolve the issue to your satisfaction, information about independent review options will be provided where applicable. External dispute resolution can be appropriate for certain contract and billing disputes within the waste industry.

Monitoring and reporting: We monitor complaint outcomes and publish anonymised summaries internally to support compliance and continuous improvement. Regular reports identify recurring issues and ensure corrective measures are tracked to completion.

Time limits: To ensure effective investigation, complaints should normally be raised within a reasonable period of the incident occurring or being discovered. Late claims may limit our ability to investigate due to loss of evidence or records.

Review of the complaints procedure: This procedure is reviewed periodically to reflect regulatory changes, operational learning and customer expectations. Revisions are communicated through standard channels to ensure transparency of our complaints handling approach for all waste removal services.

Key points to remember:

• Raise complaints with clear details and supporting evidence where possible.
• Expect an acknowledgement within 3 working days and a substantive reply within 15 working days for most matters.
• Use the escalation route if you remain dissatisfied after the initial response.
• We record complaints to improve commercial waste removal standards and operational safety.

Our commitment is to treat every complaint seriously and respond proportionately, ensuring fair resolution for customers using commercial waste removal and related services. This procedure is designed to be clear, transparent and focused on resolving issues while protecting public health and the environment.