Complaints Procedure — Business Waste Removal Hanwell

Our complaints policy applies to customers of business waste removal Hanwell and related commercial waste services. This document explains how we handle concerns about deliveries, collections, charges, site conduct and the performance of any commercial rubbish removal service in our operational area. It is intended to be a clear and transparent statement of process, not legal advice, and is written to ensure that every complaint is treated consistently and fairly.

Scope and eligibility

The procedure covers issues arising from contracts for commercial waste removal Hanwell, environmental handling, vehicle operations, and staff conduct during service delivery. Complaints about third parties who are not engaged by our company are not within scope, though we will advise on how a customer may raise issues with the relevant party. All complaints will be treated seriously and investigated impartially.

How to make a complaint

Complaints can be submitted by the authorised representative of the business account. When making a complaint, please include: the account or reference number, date and time of the event, a clear description of the issue and any supporting evidence such as photographs or delivery notes. We will acknowledge receipt of a complaint promptly and provide an estimated response time.

A clear record of the complaint is created and assigned to a named officer. That officer will conduct a proportionate investigation that may include reviewing operational records, interviewing staff or drivers, and inspecting sites where appropriate. Confidentiality will be respected, subject to legal requirements for disclosure.

Where a complaint concerns collection frequency, container condition, or waste categorisation, our investigation will consider contractual terms and applicable waste duty of care obligations. The aim is to reach a resolution that reflects both the contract and best environmental practice.

Timescales and stages: We operate a staged process to ensure complaints are handled thoroughly. Initial acknowledgement will be sent within three working days. A substantive response, containing findings and proposed remedies, will normally be issued within 15 working days of acknowledgement. If the investigation requires more time, we will update the complainant and provide an expected date for a full response.

Possible remedies: Remedies may include an apology, a correction of the service (for example an additional collection or replacement of damaged container), a goodwill gesture, or a contractual adjustment such as a credit when appropriate. Decisions aim to be proportionate to the nature and impact of the complaint.

Appeals and escalation: If the complainant is dissatisfied with the outcome, an internal review can be requested. The review will be conducted by a senior manager who was not involved in the original investigation. The internal review will take account of any new information provided and will issue a final decision within a further 15 working days where possible.

Record keeping: All complaints are logged and retained in accordance with our document retention policy. Records include the complaint details, investigation notes, correspondence, findings and remedies applied. These records support continuous improvement, audit and compliance with waste management regulations.

Exceptions and limitations: Complaints that raise serious health, safety or environmental risks will be escalated immediately and may be dealt with outside the normal timeframes. Complaints that are frivolous, vexatious, or where a remedy has already been applied will be managed in line with proportionality principles.

Learning and prevention: We use complaint trends to inform training, operational adjustments and policy changes. Such steps may include route changes, revised staff briefings, container maintenance schedules or updates to commercial waste removal processes. Our objective is to reduce recurrence and improve the quality of service delivered across our rubbish collection and commercial waste removal operations.

Responsibilities: Senior management is responsible for ensuring this complaints procedure is implemented effectively. Operational teams must cooperate with investigations and apply remedies where required. Staff are trained on complaint handling and expected to treat complainants with courtesy and respect.

Monitoring and review: This policy is periodically reviewed to ensure it remains effective and compliant with statutory requirements. Performance metrics such as response times, resolution rates and repeat complaint frequency are monitored. Customers can expect a consistent and fair approach to every complaint, whether the issue concerns a one-off missed collection or ongoing commercial service concerns.

Commitment to improvement: We are committed to resolving issues promptly and to learning from mistakes. Our aim is to provide a reliable, professional service for all clients relying on business rubbish removal Hanwell and surrounding service areas. Wherever possible, we will turn complaints into constructive change.