Business Waste Removal Sidcup — Complaints Procedure

Purpose: This document sets out the formal complaints procedure for business waste removal services in and around the Sidcup area. It explains how a commercial client can raise a concern about collection, disposal, recycling or any aspect of the rubbish collection service, how we respond, and the timescales you can expect. It is applicable to all commercial waste and industrial refuse contracts provided by the rubbish company.

Scope: The procedure applies to complaints about missed collections, contamination charges, service standards, vehicle incidents, documentation errors and non-compliance with commercial waste regulations. It does not replace statutory reporting requirements or regulatory enforcement; rather, it provides a clear, impartial route for customers to seek correction, explanation or remedy where a service failure has occurred.

How to Submit a Complaint: To make a formal complaint, please submit a clear description of the issue in writing, indicating the date, location (business premises), contract reference or account number and any supporting evidence such as photographs, CCTV timestamps or delivery notes. Include the name of the business and the person authorised to act on its behalf. Complaints should be factual and specific to help expedite investigation.

Acknowledgement and Initial Assessment

Upon receipt, complaints will be acknowledged within three working days. The acknowledgement will confirm the complaint reference number and the name of the person handling the case. An initial assessment will determine whether immediate remedial action is required (for example, arranging a prompt collection) and will outline the proposed next steps. This stage focuses on safety, containment and regulatory compliance.

Where a complaint involves potential health, safety or environmental risk, containment measures and priority corrective action will be taken without delay. The company will inform the complainant of any temporary remedial measures and the expected date for a full investigation report. Records of actions taken are retained in accordance with business record policies.

Investigation: A formal investigation will follow initial assessment. Investigators will review service logs, vehicle tracking data, staff statements, waste transfer notes and CCTV if available. Investigations aim to establish root cause, whether the service standard was breached and the extent of any loss or damage. Investigative findings will be documented and shared with the complainant in a written response.

Resolution and Remedies

Where a complaint is upheld, remedies may include corrective collections, credit or charge adjustments, replacement of a damaged container, re-training of operatives, or process changes to prevent recurrence. Remedies are proportionate to the impact on the business customer. Where appropriate, remedial outcomes will also include a timetable for implementation and a named contact responsible for completion.

The company aims to provide a full written response to most complaints within 20 working days of acknowledgement. If the complaint is complex and requires further time, the complainant will receive an interim update explaining the reason for delay and a revised target date for the final response.

Key steps in the complaints process include:

• Receipt and acknowledgement of complaint
• Initial assessment and immediate action if required
• Full investigation and review of evidence
• Decision, remedy and written closure

Escalation Procedure: If a complainant is dissatisfied with the outcome, the complaint may be escalated for independent internal review by a senior manager not previously involved in the case. Escalation must be requested in writing within 14 days of receiving the final response, setting out why the complainant remains dissatisfied and any additional evidence or desired remedy.

Independent Review and External Options: Where internal escalation does not achieve a satisfactory resolution, the complainant may pursue independent dispute resolution or regulatory routes as appropriate. This may include arbitration or referral to a relevant industry ombudsman or environmental regulator. The company will cooperate fully with any external review and provide required records under proper confidentiality and legal safeguards.

Data protection, confidentiality and record-keeping: the company will process complaint information in accordance with data protection requirements. Personal data and commercially sensitive information are handled securely and retained only as long as necessary to implement remedies and to meet legal or contractual obligations. The complaints record will include outcomes and lessons learned.

Continuous Improvement: Complaint trends are reviewed at management level to identify recurring issues and to drive service improvements, staff training or operational changes. The objective is to reduce repeat incidents and to strengthen waste handling, documentation and customer communications. Regular reviews support compliance with commercial waste regulations and best practice.

What to include in your complaint: a concise summary of the incident, key dates and times, contract reference, evidence such as photographs or transfer notes, names of staff involved if known, and the preferred outcome. Clear information speeds up resolution and ensures claims are handled fairly.

The complaints procedure is intended to be fair, transparent and responsive. Use of this process does not affect any statutory rights. The company is committed to treating every complaint seriously and to resolving issues promptly and professionally while maintaining compliance with waste management standards.