Complaints Procedure for Business Waste Removal Woolwich
We are committed to providing a reliable commercial waste collection service across our service area. This policy explains how to make a complaint about business waste removal services in Woolwich and surrounding locations, how complaints are handled, and which steps we take to resolve concerns fairly and promptly. It applies to all aspects of our rubbish removal and commercial refuse services.
Scope: This procedure covers complaints about missed collections, service delays, damage caused during removal, health and safety breaches, the conduct of operatives, invoicing disputes related to waste services, and the handling of hazardous or restricted items during commercial rubbish removal in Woolwich. It does not cover general enquiries or requests for changes to service level agreements; those should be directed through standard account management channels.
How to Register a Complaint
Complaints should be made in writing where possible so we can maintain an accurate record. On receipt we will log the complaint and issue a unique reference number. We aim to acknowledge formal complaints within two working days and to provide an initial response outlining the next steps. If additional information is required, we will request it promptly.
When submitting a complaint, please include:
- a clear description of the issue, including the date and time;
- the location of the service or collection point;
- any relevant job or invoice number;
- photographic evidence if available;
- the preferred outcome or remedy you are seeking.
Our Investigation and Resolution Process
Upon receipt we will assign an investigator with appropriate seniority to handle the case. The investigator will review records, CCTV (where available), collection logs, and, if necessary, liaise with our operatives to reconstruct the sequence of events. We will treat all complaints with impartiality and make decisions based on the available evidence.
We aim to complete our investigation within 10 working days. If an investigation requires more time due to complexity—for example, where third parties are involved or specialist waste streams are concerned—we will notify you with a revised timescale and the reasons for the extension. Resolutions may include apologies, corrective service actions, financial adjustments where appropriate, or changes to operational procedures to prevent recurrence.
Escalation: If you are not satisfied with the initial outcome, you may request escalation to a senior manager. The escalation request should reference the original complaint number and outline why the proposed resolution is unsatisfactory. A senior review will be completed and a final internal determination provided within 15 working days of escalation where practicable.
Recording, Confidentiality, and Data Protection
All complaints and investigation records are retained in accordance with our records management policies and applicable data protection legislation. We treat complaint information as confidential and will only share it with third parties where necessary to investigate (for example, subcontractors or regulatory bodies) or where required by law. Personal data will be handled securely and only used for the purposes of resolving the complaint.
Impartiality and Fair Treatment: Our staff are trained to handle complaints professionally and without bias. We ensure complainants receive clear, timely updates and that outcomes are based on factual findings. No complainant will be penalised for raising a legitimate concern about our business waste disposal activities.
External Review and Regulatory Options
If the internal complaints process has been exhausted and you remain dissatisfied with the outcome, you may seek independent review from the appropriate regulatory or statutory bodies responsible for commercial waste and environmental standards. We will advise on the relevant bodies where applicable, and will cooperate fully with any external investigations. This procedure does not remove your right to pursue legal remedies if required.
We also use complaints as an opportunity to improve. Common themes and root causes identified through complaint handling are recorded and reviewed by management to inform training, operational changes, and improvements to risk controls for waste collection, recycling, and disposal services.
Timescales and Expectations
Typical timelines are: acknowledgement within 2 working days, initial investigation and response within 10 working days, and escalation review within 15 working days. Where interim measures are needed to prevent immediate risk or to rectify safety issues, we will act without delay.
Outcome Documentation: Following conclusion, a formal response will summarise findings, actions taken, and any remedial measures. Where appropriate, we will document learning points and any policy or procedure changes arising from the complaint.
Commitment to Service Improvement
Our commitment is to deliver consistent, compliant, and professional business waste removal across our service area. Complaints play a valuable role in assessing where our commercial rubbish removal processes can be strengthened. We appreciate the opportunity to address issues and will continue to refine standards, training, and operational controls to reduce the likelihood of repeat incidents.
If you have raised a complaint, you can expect transparency, timely communication, and a considered resolution in line with this procedure. We aim to restore confidence in our business waste services through effective and accountable complaint handling.
