Complaints Procedure for Business Waste Removal Twickenham

This Complaints Procedure explains how customers of commercial waste removal and business rubbish removals in and around Twickenham can raise concerns about our service. It applies to all types of commercial waste collection, disposal and recycling contracts provided by the company, including ad hoc clearances and scheduled bin collections. The aim is to resolve issues swiftly, fairly and transparently while ensuring continuous improvement of our commercial waste management services.

Anyone who used or contracted our commercial bin collection or business waste removal services may make a complaint. Complaints may relate to missed collections, contamination handling, health and safety incidents, damage to property, billing queries or customer service conduct. We commit to assessing complaints objectively, keeping records securely and treating complainants with respect throughout the process.

To bring a concern formally to our attention, provide a clear description of the incident, the date and time, the location of service, and any supporting evidence such as photographs or reference numbers. Submissions should include who was affected and the desired outcome. Complaints can be raised by the contracting business or an authorised representative. Our internal process focuses on timely acknowledgement, thorough investigation and proportionate remedies tailored to the nature of the issue.

Acknowledgement and Investigation

We will acknowledge receipt of a complaint promptly and log it in our complaints register. Initial acknowledgement will outline the expected timescale for investigation and the staff member responsible for handling the matter. We aim to investigate in a way that is fair to both the complainant and the operational teams that delivered the service.

The investigation will typically include: gathering operational records, speaking with drivers or operatives involved, reviewing CCTV or vehicle telematics if available, and examining waste transfer documentation. Evidence will be considered on its merits, and where necessary we will consult third-party contractors or subcontractors who played a role in the delivery of the service. Investigations seek to establish what happened, why it occurred and what corrective action is appropriate.

Following investigation we will provide a written response outlining our findings and any remedial steps. Possible outcomes include a formal apology, corrective service (such as a re-collection or site visit), adjustment of charges, policy clarification, or other practical remedies to prevent recurrence. If fault is not found, we will set out the reasons clearly, citing the evidence considered and the standards applied.

Escalation and Independent Review

If the complainant is dissatisfied with the written outcome, the complaint may be escalated internally to a senior manager or a designated complaints reviewer. This internal escalation offers a secondary appraisal of the facts and the suitability of any remedy previously offered. Escalation is part of our internal appeal process and is intended to provide an impartial re-evaluation.

Where an internal review does not resolve the issue to the complainant's satisfaction, the company supports access to external independent review mechanisms where relevant. Such referral is appropriate for matters involving regulatory compliance, licensing or instances where impartial arbitration is necessary. We will explain whether an external route is available and how to pursue it while respecting confidentiality and legal constraints.

Our commitments include maintaining transparent records of each complaint, the investigation steps taken, the decision and any remedial action. These records are retained to monitor recurring issues and to inform staff training, operational adjustments and contract terms for future commercial waste collection agreements.

We recognise the importance of data protection and confidentiality when handling complaints. Personal data and business-sensitive information provided during a complaint will be processed in accordance with applicable data protection principles. Information is shared only with individuals directly involved in the investigation or where required by law, and our retention of complaint records follows documented retention schedules to support accountability and service improvements.

There are practical time limits for raising complaints that help preserve evidence and enable effective investigation. Complainants are encouraged to report issues as soon as reasonably practicable after the event. Exceptions will be considered in exceptional circumstances, but delayed reports may limit our ability to investigate fully.

Where a complaint leads to confirmed service failures, we record corrective actions and track implementation. This may include route or crew changes, additional training for personnel, revision of site-specific instructions, or updates to service level agreements. Recording these outcomes ensures lessons learned are embedded into routine operations and helps prevent repetition of the same problem.

Our approach to resolving complaints is founded on being fair, proportionate and timely. Remedies are focused on returning the affected party as close as possible to the position they would have been in had the issue not occurred, and where appropriate, offering reasonable compensation or service corrections. We avoid unnecessary formality while maintaining professional standards throughout the process.

We continually review complaint trends to inform quality assurance and service development for business waste removal, commercial rubbish removals and related waste management services. Continuous improvement benefits both customers and operational teams by promoting safer, more reliable and environmentally responsible waste services.

Final note: This Complaints Procedure is part of our commitment to accountability. It outlines how concerns are handled, what complainants can expect, and how outcomes are used to improve commercial waste services. We handle every complaint with seriousness, impartiality and a focus on resolution that supports sustainable waste management practices.