Complaints Procedure for Business Waste Removal Heston

Purpose: This complaints procedure sets out how we manage and resolve concerns about commercial waste removal services, including business waste removal in Heston and related rubbish collection activities. It aims to ensure complaints are dealt with fairly, consistently and quickly. The policy covers issues such as missed collections, unsafe collection practices, damage to property during commercial waste collection, and any perceived failure to meet agreed service levels for Heston business waste service accounts. It is not a general guide but a formal complaints mechanism for contractual or regulatory concerns.

Scope: This procedure applies to all customers of our commercial waste collection and business rubbish removal operations. Anyone directly affected by our service may raise a complaint, including authorised representatives acting on behalf of an organisation. The policy applies regardless of contract size and covers ad-hoc commercial rubbish collections, scheduled trade waste removals and ancillary services associated with business waste management in the locality.

Principles: We handle complaints with impartiality and confidentiality. We will record each complaint, acknowledge it promptly and keep complainants informed about progress. We aim for a proportionate, evidence-based response and will treat all complainants with respect. Records will be retained in line with regulatory retention requirements so that trends are identified and operational improvements implemented.

How to Submit a Complaint

Complaints may be raised in writing, by email or by telephone through the usual business channels. When you submit a complaint please provide: the name of the business, account reference where available, a clear description of the problem, the date and time of the incident, and any supporting evidence such as photographs or collection notes. Please state what outcome you seek so we can consider appropriate remedies.

Acknowledgement and Initial Assessment: We will acknowledge receipt of your complaint within 3 working days. An initial assessment will identify whether the matter is operational (for example a missed trade waste collection) or substantive (such as damage or health and safety concerns). The assessment will set out an expected timescale for a full response and identify the person responsible for the investigation.

• Step 1: Acknowledge receipt within 3 working days.
• Step 2: Conduct an investigation and gather evidence.
• Step 3: Provide a full response or interim update within 15 working days.
• Step 4: Agree any remedial actions and confirm completion.

Investigations are tailored to the nature of the complaint. For operational matters we will check collection records, vehicle logs and staff reports. For more complex disputes we may review contractual terms and consult third-party waste carriers or regulatory guidance where relevant.

Investigation, Resolution and Remedies

Our investigation will be proportionate and evidence-led. Possible remedies for substantiated complaints include: an apology where appropriate, a re-collection of waste, remedial on-site work, crediting of invoices, or changes to future collection schedules. In some cases we may offer a corrective action plan to prevent recurrence, and we will note any service failures for internal performance improvement.

Escalation: If the complainant is not satisfied with the initial response, the complaint may be escalated to a senior manager for review. Escalation triggers a second-stage review with a fresh investigator or manager who was not involved in the original decision. We aim to complete escalated reviews within 20 working days, depending on complexity. For unresolved disputes that have contractual or regulatory implications, we will advise on potential independent review options where applicable.

Record Keeping and Continuous Improvement: We keep a secure, central register of complaints that records dates, summaries, investigations, outcomes and actions taken. This register supports regular analysis so that patterns in trade waste removal faults, repeat incidents of missed business rubbish collections, or health and safety issues can be identified. Findings inform staff training, vehicle routing, and operational procedures for commercial waste disposal services in the service area.

Confidentiality and Data Protection: Complainants' personal information and evidence are treated in accordance with data protection and privacy obligations. Information is only shared on a need-to-know basis with staff involved in the investigation and with external bodies when required by law or with the complainant’s consent. We will explain how we handle personal data when acknowledging a complaint.

Monitoring and review of this complaints procedure is undertaken to ensure it remains effective and aligned to regulatory expectations for business waste management. Trends identified through complaint analysis will prompt operational changes and, where necessary, updates to contractual terms to enhance transparency and service delivery for commercial waste collection clients.

Outcome communication: Once a complaint is closed we will communicate the outcome clearly, describe any remedial actions taken, and provide information on escalation routes available if the complainant remains dissatisfied. Records of the outcome and any corrective actions will be retained to help prevent recurrence and to demonstrate our commitment to quality service delivery across our rubbish collection and commercial waste services.