Complaints Procedure for Business Waste Removal Deptford

This page explains the formal complaints process for commercial waste and refuse services in the service area. It outlines how a business or organisation may raise concerns about the supply, collection or handling of commercial refuse, the steps we take to investigate, and the timescales you can expect. The procedure applies to all aspects of our commercial waste removal operations and is intended to be clear, transparent and fair without prejudice.

Scope and definitions

This policy covers complaints related to business rubbish removal, skip servicing, recycling collections, illegible invoices, missed collections, or alleged damage arising from commercial waste activity. For the purposes of this procedure, a complaint is any expression of dissatisfaction about the standard of service, conduct or outcome. The policy applies equally across the service area and to all business clients receiving commercial waste removal Deptford-area services.

What constitutes a complaint? Complaints include failures to meet agreed service levels, hazardous handling issues, breaches of contract terms or local environmental regulations, and any conduct by staff or contractors that a business client regards as unacceptable. Minor service queries or general enquiries are managed through routine customer service channels and are not treated as formal complaints unless escalated.

How to make a formal complaint

Please present your concern clearly and include the following information where possible: date and time of the incident, the location, vehicle or crew details if known, and any supporting evidence such as photographs or documents. Submissions should describe the issue, the impact on your business and your desired outcome. Complaints can be submitted in writing, by email or reported verbally and then recorded by our intake team; regardless of format, the complaint will be handled under this formal process.

Acknowledgement and timescales

On receipt of a formal complaint we will acknowledge it promptly. We aim to acknowledge all complaints within three working days and to complete an initial assessment within ten working days. Where investigations are more complex, we will provide an interim update and an estimated resolution date. Throughout the process we commit to keeping the complainant informed of progress and any material delays.

Investigation process

Investigations are conducted impartially by trained officers and, where appropriate, by independent inspectors. The typical investigation steps include:

• collection and review of records (route sheets, CCTV, driver logs);
• site visits and interviews with relevant staff or contractors;
• review of evidence supplied by the complainant, such as photographs or third-party reports; and
• assessment against contract obligations and statutory duties.

We will protect confidentiality where necessary, but we also reserve the right to share information with regulators or enforcement bodies if required by law.

Outcome, remedies and record-keeping

Following the investigation we will issue a written outcome setting out findings and any remedial actions. Remedies may include a formal apology, corrective service work (such as repeat collections), financial adjustments including refunds or credits where appropriate, or changes to operational procedures to prevent recurrence. All complaints and outcomes are recorded and retained in accordance with business record-keeping policies to ensure lessons learned are captured and to support any future review.

Escalation and external review

If the complainant is not satisfied with the outcome they may request an internal escalation to senior management for a further review. This escalation triggers a secondary appraisal by a different officer who was not involved in the original investigation. Where a complaint concerns regulatory compliance and remains unresolved, there may be the option to refer matters to an appropriate regulator or independent adjudicator consistent with legal frameworks. The escalation stage and external review are designed to deliver an independent reassessment and to ensure transparency.

Monitoring, continuous improvement and final notes

All complaints are used as a chance to improve service delivery. Trends are monitored, corrective actions are tracked to completion, and aggregated data may be published in summary form to demonstrate accountability. Complainants are protected from any form of retaliation and will not be disadvantaged when raising genuine concerns. Our objective is to resolve issues promptly, fairly and in line with regulatory expectations while maintaining a high standard of commercial waste removal and business rubbish clearance across the area.