Complaints Procedure for Business Waste Removal Lambeth

This document sets out the formal complaints procedure for Business Waste Removal Lambeth and related commercial refuse services. It explains the scope of the procedure, how a complaint is handled, the expected timescales and the possible remedies. Our aim is to provide a clear, fair and proportionate process for resolving issues arising from commercial waste collection, corporate refuse services and business rubbish removal in the service area.

This procedure applies to clients of our commercial waste removal and collection services and to authorised representatives acting on their behalf. Complaints may relate to missed collections, contamination handling, damage to property, invoicing disputes or perceived breaches of contractual service standards. Who may raise a complaint and the general scope are defined here, but specific contractual terms remain subject to the customer's service agreement.

To make a complaint, please provide clear details of the incident, relevant dates, the service type (for example, commercial waste collection or business rubbish removal) and any supporting evidence you can supply. Typical information to include is:

• Date and time of incident
• Site or bin reference (if known)
• Description of the issue
• Any relevant photographs or delivery notes
• Contact name of the person raising the matter (no contact details required here)

Acknowledgement and initial review

On receipt of a complaint the matter will be logged and assigned a reference number for tracking. We aim to acknowledge all complaints promptly, normally within three working days of receipt. An initial review determines whether the complaint should be prioritised, whether immediate remedial action is required and which internal team will investigate (operations, billing or customer liaison).

An early assessment will outline the likely investigation steps and a realistic target date for a substantive response. Complaints about safety or environmental risk are treated as urgent. Impartiality is maintained throughout: the investigator will not be the staff member whose conduct is the subject of the complaint, where practicable, and will act to gather relevant facts.

All investigations will respect data protection and confidentiality requirements. Where the complaint concerns corporate waste management or disposal procedures, the investigator may review collection logs, vehicle telemetry and operational reports to establish a clear timeline and identify root causes.

Investigation and resolution

The investigator will collect evidence, interview relevant staff and review records. Where appropriate, remedial steps may be taken immediately—such as scheduling a return collection or correcting a billing error—while a full investigation continues. Our approach is to restore the service and mitigate impacts as quickly as possible.

If the complaint is upheld, the outcome may include corrective action, changes to collection schedules, service credits, or targeted staff training to avoid recurrence. Remedies will be proportionate to the nature of the complaint and the documented impact on the customer. We aim to resolve most complaints within 15 working days of acknowledgement, though complex cases may take longer.

Where a complaint is not upheld, the response will explain the findings and the evidence reviewed. We provide a clear rationale for the decision and identify any operational learning points. Customers will be informed of their right to ask for an internal review if they remain dissatisfied with the outcome.

Escalation and closure

Internal escalation routes are available if the complainant disagrees with the initial outcome. An escalation will be assigned to a senior manager who was not involved in the original investigation. Escalation requests should state why the original response is considered inadequate and include any additional evidence for review.

All complaints and their outcomes are documented in a secure complaints register to support audit, continuous improvement and compliance reporting. Records include the complaint summary, investigator notes, actions taken and the final outcome; retention periods are subject to regulatory and contractual requirements.

We review complaints data periodically to identify trends across our commercial waste removal and collection services. Lessons learned lead to updated procedures, targeted training for collections staff and, where necessary, revised service specifications to reduce the likelihood of similar issues recurring.

Where a complainant remains dissatisfied after internal escalation and review, they may refer the matter to an appropriate external regulator or industry ombudsman if eligible. This complaints procedure does not remove any statutory rights nor restrict the ability to pursue other remedies outside this process.

Timeframes for raising complaints vary by contract and regulatory context; customers should check their service terms for any contractual notice periods. We retain records of complaints and outcomes to support ongoing compliance and to ensure transparency in how we handle disputes concerning corporate waste collection, business rubbish removal and related services.

Our commitment is to a fair, speedy and transparent resolution process. By maintaining clear procedures, impartial investigations and a focus on continuous improvement, we aim to resolve complaints relating to commercial waste removal services constructively. We take all complaints seriously and use them to enhance service reliability and customer trust.