Complaints Procedure for Commercial Waste Removal Herne Hill

This complaints procedure explains how businesses can raise concerns about commercial waste removal in Herne Hill and nearby service areas. It sets out clear steps for reporting, investigating and resolving complaints relating to commercial rubbish collection, business waste disposal and other service issues. The policy applies to all business customers using our commercial waste and recycling collections, bulky commercial waste removal and contract services. It is designed to be fair, transparent and timely so that issues are handled professionally and consistently.

Our aim is to provide a reliable and compliant commercial waste service for customers across the service area. If you are not satisfied with any aspect of the commercial rubbish removal or refuse collection your business receives, this procedure explains the pathway for escalation, the expected timescales and the remedies we offer. The document covers reporting channels, information requirements, investigation steps and outcomes, and the circumstances where a complaint may lead to remedial action, service credits or procedural changes.

How to raise a complaint about business waste removal

To ensure a prompt response, please include specific details when you report a complaint: the account or client reference (where relevant), the location of the premises, the date and time of the incident, a clear description of the issue and any supporting evidence such as photographs or service records. Complaints can be registered using the official reporting channels provided at the point of service; our team will confirm receipt and provide a reference number so the complaint can be tracked.

Initial review and acknowledgement

Upon receipt of a complaint about Herne Hill commercial rubbish removal or associated services, an initial review will be carried out to determine the nature and urgency of the issue. Safety concerns or matters that could risk environmental compliance are prioritised for immediate action. A formal acknowledgement will be issued within a defined business timeframe, stating the complaint number and the assigned investigator or team.

Investigation process

The investigation will gather relevant evidence, which may include crew reports, vehicle logs, CCTV (where applicable), waste transfer notes and conversations with operational staff. Investigations are conducted impartially, and findings are evaluated against contractual obligations, regulatory requirements and our operational standards. Where a third party or sub-contractor is involved, the investigation will include liaison with those parties to establish facts and responsibilities.

During the investigation, we may propose interim corrective actions to limit further disruption to services. Typical outcomes include service re-performance, scheduling adjustments, process reminders to crews, or confirming no breach where the service met contractual standards. All outcomes are recorded in the complaint file and communicated to the complainant.

To help manage expectations, typical timescales are published in our internal service level matrix; however, resolution times depend on the complexity of the complaint. Simple service failures such as missed collections are often resolved within 3–5 working days, while complex compliance or contractual disputes may take longer. We commit to keeping the complainant updated throughout the process and to provide a final response that details the investigation findings and any corrective measures taken.

Remedies and corrective actions

Remedies can include operational fixes such as re-collection, adjustments to collection schedules, remedial training for crews, adjustments to invoices where the service fell short, or policy changes to prevent recurrence. In cases involving environmental or regulatory breaches, we will notify the relevant authorities if required by law and implement steps to ensure compliance. Any credit or compensation offered will be proportionate to the impact of the failure and consistent with contractual terms.

Escalation and review

If you are not satisfied with the outcome of the initial investigation, you may request an internal review. An escalation will be handled by a senior manager or an independent complaints reviewer who was not involved in the original investigation. The review will re-examine the evidence and process, and it may involve additional interviews or documentation requests. A final decision will be issued following the internal review, and it will set out the rationale for the outcome.

We operate a clear<ul> process during complaint handling to ensure fairness and traceability:</p>

• Acknowledge: record and acknowledge the complaint promptly.
• Investigate: gather evidence and assess root causes.
• Respond: communicate outcomes and corrective measures.

Confidentiality and data protection are maintained throughout the complaints process. Information provided during a complaint will be used only for investigation and resolution purposes and stored in accordance with applicable data protection requirements. Records of complaints and subsequent actions may be kept for auditing and continuous improvement of our commercial waste services.

Scope and limitations: This complaints procedure covers commercial waste services including routine business waste collection, commercial bulky waste removal, and contract-managed recycling services within our operating area. It does not cover informal disputes unrelated to service delivery, third-party activities outside our contractual scope, or matters reserved to regulatory bodies. Where a complaint involves third parties, we will explain the extent of our jurisdiction and collaborate with relevant parties as appropriate.

We are committed to using lessons learned from complaints to improve our commercial waste removal and rubbish collection operations. Patterns of complaints are reviewed periodically to inform training, route planning, contract terms and operational improvements. Our objective is to ensure dependable, compliant, and customer-focused commercial waste solutions that meet the needs of businesses across the service area.