Complaints Procedure for Business Waste Removal Parsons Green

This Complaints Procedure sets out how complaints relating to business waste removal services in Parsons Green and the surrounding service area are handled. It applies to commercial refuse collection, commercial waste removal Parsons Green operations, and related rubbish company activities. The purpose of this procedure is to provide a clear, fair and timely process for resolving concerns about service delivery while protecting the rights of both the customer and the service provider.

The procedure covers complaints about missed collections, unsafe handling of commercial waste, damage to property during removal, incorrect disposal, billing disputes and any failure to meet agreed service standards. It is designed to be accessible and proportionate to the nature of the issue, ensuring that matters are investigated, recorded and resolved in a transparent manner. All complaints will be treated impartially and will not affect the ongoing provision of statutory waste services where applicable.

A complaint is defined as any expression of dissatisfaction made by a business or authorised representative about the operation or conduct of the rubbish removal service. Examples include late arrival of a skip or waste truck, incomplete emptying of containers, unsafe storage of commercial recyclables or failure to follow a contractual waste plan. Minor service queries that are resolved at first contact may not be recorded as formal complaints but will be logged for quality monitoring.

Scope and Definitions

This policy applies to: contracted business waste removal Parsons Green operations, ad-hoc commercial pickups, depot-to-site transfers, and ancillary services such as container maintenance. It does not replace statutory procedures for hazardous waste incidents or matters that must be reported to regulators under environmental law; those will be handled under the appropriate regulatory reporting processes.

To make a complaint a claimant should provide clear details of the incident, including: the date and time, the location where the service was provided, the vehicle or crew description if known, the nature of the issue, and any supporting documentation such as photographs or invoices. While the procedure does not include contact details here, complaints may be submitted through the service provider's established channels and will be acknowledged in accordance with the timelines below.

The following definitions apply for clarity:

• Complaint: an expression of dissatisfaction requiring action beyond routine customer service.
• Complainant: the authorised business representative raising the issue.
• Service Area: the geographic zone in which commercial rubbish removal is delivered, including but not limited to Parsons Green.

Investigation and Resolution Steps

Acknowledgement: On receipt of a complaint, the provider will acknowledge it promptly and record a reference. Initial acknowledgement will normally be issued within five (5) working days, stating who will manage the complaint and the expected timescale for a substantive response.

Investigation: The appointed complaints officer will gather relevant facts, which may include statements from crew members, review of vehicle telematics or CCTV where available, inspection of the site, and examination of contractual terms. Investigations are carried out proportionately, with priority given to safety-related issues and potential regulatory breaches. Evidence will be retained in accordance with record-keeping policies and legal requirements.

Outcome and Remedies: Following the investigation, the complainant will receive a formal response summarising findings, conclusions and any remedial actions taken. Remedial actions may include a service correction, re-collection, credit or adjustment to an invoice, staff retraining, or changes to operational procedures. If the complaint is upheld, the provider will set out the steps taken to prevent recurrence and a timeframe for implementation. If not upheld, the response will explain the reasons and the evidence considered.

Escalation: If a complainant remains dissatisfied after the formal response, a secondary review will be offered by a senior manager not previously involved in the case. That review will consider whether the initial investigation was thorough, whether the remedy was appropriate, and whether any additional action is warranted. Escalation procedures are intended to be the final internal step; they do not limit any statutory or regulatory rights the business may have.

Confidentiality and Record-Keeping: All complaints will be handled with appropriate confidentiality. Records of complaints, investigations and outcomes will be kept for a defined period consistent with business and legal retention policies. These records will be used for quality assurance, operational improvement and to identify systemic issues within the commercial waste removal service area.

Monitoring and Continuous Improvement: Complaints are an important source of operational intelligence. The provider will periodically review complaint trends, response times and remedy effectiveness to implement continuous improvement measures. Training, procedural updates and audit activity will be used to reduce repeat incidents and enhance service reliability for business waste removal across the service area.

Legal Considerations: This procedure is a formal internal process and does not constitute legal advice. It complements statutory obligations relating to environmental protection, health and safety, and commercial contract law. Where a complaint reveals potential legal or regulatory non-compliance, the provider will take appropriate steps to notify the relevant authorities and to cooperate fully with any subsequent investigations.

Responsibility: The organisation delivering commercial refuse collection and rubbish removal services is responsible for ensuring staff are trained in complaint handling, that records are accurate, and that remedies are implemented fairly. Senior management retains oversight of the complaints function to ensure independence and integrity of outcomes.

Review of This Policy: This complaints procedure will be reviewed periodically to ensure it remains effective, compliant and aligned with evolving operational needs. It is part of the provider's commitment to accountability and to delivering reliable, professional commercial waste removal and rubbish collection services in Parsons Green and the wider service region.