Complaints Procedure for Business Waste Removal Charlton

This Complaints Procedure sets out how our team handles concerns about commercial waste services, including commercial rubbish collection, business waste removal and site clearance. Its purpose is to ensure that every complaint is treated fairly, promptly and with transparency. We aim to resolve issues in a consistent manner and to use every complaint as an opportunity to improve refuse collection and disposal practices.

Scope: This procedure applies to all contracts and service calls related to business rubbish removal in Charlton and surrounding service areas. It covers missed collections, safety concerns, damage to property, environmental or regulatory issues and any dissatisfaction with the standard of commercial waste removal. If your concern relates to health or safety, report it immediately through the appropriate channels so it receives urgent attention.

Acknowledgement: On receipt of a complaint we will provide an initial acknowledgement within two working days, confirming that the issue has been logged and outlining the next steps. Every complaint is assigned a unique reference and a staff member will be allocated to manage the investigation. Our team records the date and time of the report, the service type (for example: business skip hire, commercial rubbish collection) and the incident details to ensure accurate follow-up.

Investigation: The assigned investigator will collect information from relevant operatives and review service logs, CCTV (if applicable), vehicle records and waste transfer documentation. We will seek statements from staff or contractors involved and may request photographic evidence from the reporting party. This helps to establish root causes and whether the issue arises from operational error, third-party activity or misunderstanding of service terms.

Timescales: We strive to complete a full investigation within 10 working days. If more time is required because of complex enquiries or regulatory liaison, we will notify the complainant and provide an updated timeline. Short-term remedies such as arranging an immediate collection or temporary containment will be considered where health, safety or environmental risks are identified.

Resolution options: Outcomes may include a formal apology, a repeat collection, remedial works, replacement equipment, or changes to operating procedures. Where losses can be demonstrated and liability is established, compensation will be considered under our commercial claims policy.

• Immediate corrective action (if required)
• Operational adjustments to prevent recurrence
• Policy or training updates for staff

Appeals: If the complainant is not satisfied with the outcome, the case may be escalated to a senior manager for independent review. The escalation must be submitted within 14 days of the outcome notification and will be acknowledged within two working days. The senior review will re-assess the investigation, evidence and rationale for the decision and may overturn or amend the original outcome.

Record keeping and confidentiality: All complaints are recorded in our complaints register for monitoring and continuous improvement. Records include the complaint reference, investigation notes, outcome and any follow-up actions. We treat personal data in accordance with applicable data protection requirements and only share information with third parties where necessary for the investigation or as required by law.

Prevention and learning: We use complaint trends to inform training, operational changes and policy updates. Regular reviews of service performance—covering commercial waste collection, site clearance and business waste removal—help reduce repeat incidents. Where systemic issues are identified, we implement corrective plans and audit their effectiveness. Our objective is to maintain high standards of refuse removal and to ensure community and client confidence in our services.