Complaints Procedure for Business Waste Removal Brockley

The purpose of this complaints procedure is to set out a clear, consistent and transparent process for handling formal complaints relating to commercial waste removal services in the Brockley service area. This policy applies to all matters arising from supply, collection, disposal, recycling and associated work carried out by the commercial rubbish collection and business waste removal teams. It is written to be accessible, legally sound and proportionate while protecting confidentiality and ensuring fair outcomes.

This document covers complaints raised by businesses, property managers, landlords, contractors and authorised agents concerning the provision of commercial refuse removal, trade waste collection and related site services. Complaints may relate to missed collections, contamination handling, damage, incorrect charges, failure to comply with agreed schedules or other service defects. The company treats each complaint impartially, without prejudice and in line with statutory and contractual obligations.

How to submit a complaint about commercial waste collection

Anyone wishing to lodge a complaint should do so promptly and provide key information: the account or service reference, date(s) of incident, location, details of the concern and any supporting evidence such as photographs or documentation. Complainants must identify themselves and, where appropriate, confirm they have authority to act on behalf of a business. Anonymous reports may be logged but may restrict the company’s ability to investigate fully.

Acknowledgement and initial review. All complaints will be acknowledged within the timescale set out in this policy. The initial review will confirm whether the complaint falls within the scope of the company's commercial waste removal operations, whether it requires immediate safety action, and who will manage the investigation. If the complaint concerns a third party contractor or a matter outside the company's control, the complainant will be informed of this and advised of any alternative routes.

Investigation, findings and proposed remedies

The investigation will be proportionate to the seriousness and complexity of the issue. It will normally include a review of records, GPS collection logs where available, CCTV evidence if relevant, staff statements and any photographic or documentary evidence provided by the complainant. Investigations will aim to establish the facts, identify root causes and recommend remedial actions.

Possible outcomes include, but are not limited to:

• Formal written explanation of events and findings;
• Apology where service failure is established;
• Corrective action such as a return visit for missed collection, additional collections or repair/replacement where damage has occurred;
• Adjustment or refund of charges where billing errors or overcharges are confirmed;
• Changes to procedures or staff retraining to prevent recurrence;
• Referral to external bodies where regulatory or criminal matters are identified.

Timescales, escalation and review

The company will acknowledge receipt of a complaint within three business days and provide an estimated timetable for completion of the investigation. In most cases a detailed response and proposed remedy will be issued within 15 business days of acknowledgement. If an investigation is likely to take longer due to complexity or the need to liaise with third parties, the complainant will receive regular updates and a revised completion date.

If the complainant is not satisfied with the outcome, the complaint may be escalated internally to a senior manager for review. The escalation should detail the grounds for disagreement and any additional evidence. Escalation aims to ensure an independent re-examination of the decision and to consider whether further corrective action is appropriate. The escalation stage will normally be concluded within a further 15 business days.

Confidentiality, record keeping and compliance

Confidential handling: All complaints will be handled in accordance with data protection and privacy requirements. Information will be shared on a need-to-know basis with those involved in the investigation and in accordance with legal obligations. Records will be retained securely for a period consistent with regulatory and contractual requirements and will be used for monitoring and service improvement.

Monitoring and continuous improvement: The company reviews complaint trends to identify systemic issues and opportunities to improve the standard of business waste removal services. Statistical summaries are used to inform training, operational changes and policy updates. Complaints are seen as a valuable mechanism for ensuring the quality and reliability of commercial rubbish removal across the service area.

For complainants who remain dissatisfied after internal escalation, independent redress options may be available depending on contractual terms or sector regulators. Where appropriate, complainants will be informed of the availability of external dispute resolution without prejudice; however, the company’s obligation to respond and to document the matter internally remains regardless of external action.

Final provisions

The complaints procedure applies equally to all commercial customers receiving business waste removal services in the service area. The company reserves the right to refuse vexatious or malicious complaints, to require clarification of vague submissions and to take proportionate measures to verify the identity and authority of complainants where necessary.

Review of this procedure. This policy will be periodically reviewed to ensure compliance with current law, changes in operational practice and to reflect feedback from legitimate complaints. Any revisions will be implemented to reinforce robust standards of conduct and to maintain high levels of service integrity for commercial waste collection and disposal.

By following these steps, the company commits to fair, prompt and proportionate handling of all complaints relating to trade waste, commercial rubbish collection and business waste removal in Brockley and adjacent service locations.