Complaints Procedure for Commercial Waste Removal Putney

We take any concern about our commercial waste removal Putney services seriously. This complaints procedure explains how to raise an issue, what information to provide, how we investigate, and the range of remedies available. It applies to business waste collection and commercial rubbish removal across our Putney service area, and is designed to be clear, transparent and proportionate to the nature of the complaint. Please read the steps below and retain a copy for reference.

How we define a complaint

A complaint is any expression of dissatisfaction about our business waste collection Putney or related operations that requires a response. Examples include missed collections, unsafe or non-compliant handling of commercial waste, damage caused during disposal, inaccurate billing related to waste services, or failure to meet agreed service standards for commercial skip hire or commercial waste disposal. It does not include general enquiries or service requests that are not about failure to meet expected standards.

Reporting a problem

To help us resolve issues quickly, provide: the date and time of the incident, the address or site code where the commercial rubbish removal took place, the nature of the problem, photos if available, and any reference numbers for the collection or invoice. Include the name of the business and the name of the person raising the issue. Clear information speeds up our response. We will acknowledge receipt and explain the next steps.

Initial acknowledgement and assessment: On receipt of a complaint we will log the matter and provide an acknowledgement. Our standard acknowledgement timeframe for waste service complaints is within five working days. An initial assessment determines whether the issue concerns commercial waste disposal, missed business waste collections, contamination, environmental risk, or administrative matters like charging and scheduling.

Investigation process: We investigate complaints impartially. Investigation actions may include:

• Review of collection logs and schedules for the relevant service (commercial rubbish collections or skip movements).
• Interviews with drivers, operatives and service coordinators involved in the collection.
• Examination of photographic evidence and site inspection reports if applicable.
• Review of contractual terms relevant to the business waste collection agreement.

We aim to complete routine investigations within 15 working days. Complex matters involving multiple stakeholders or environmental compliance can take longer; where that happens we will keep the complainant updated and provide an expected timeframe for a final response.

Outcome and remedies: If we find that the complaint is justified, remedies for commercial waste removal issues may include service recovery (e.g., arranging a prompt collection), operational changes, remedial cleaning, financial adjustments where appropriate, or a formal apology. Each remedy will be proportionate to the impact of the failure and guided by our obligations under the service agreement and regulatory requirements.

Where the complaint relates to compliance with waste duty of care or environmental legislation, we will also take any necessary steps to correct the non-compliance and prevent recurrence. We do not provide legal advice but will document corrective actions and, where necessary, report to relevant regulators if required by law.

Escalation: If you remain dissatisfied after our final response you may request a review. We will provide details of the internal review process and the timescale for a decision. Independent arbitration or alternative dispute resolution options may be available depending on contractual arrangements, but those routes are separate from our internal complaints handling process.

Confidentiality and record keeping: All complaints and investigations are recorded and retained in accordance with applicable data retention policies. We protect personal and business information and will only share details with staff and third parties to the extent necessary to investigate and resolve the issue. Records of the complaint, investigation findings and outcomes are kept to support continuous improvement of our commercial waste removal and commercial rubbish removal services.

Continuous improvement: Complaints are a key source of learning. We review patterns and recurring problems to improve scheduling, training, route planning and customer communications for our business waste collection and commercial waste disposal operations. Periodic audits of complaint trends help reduce future service failures.

Accessibility and reasonable adjustments: We aim to make the complaints process accessible. If a person raising an issue requires help to communicate their complaint — for example, because of a disability, language requirement, or other need — we will make reasonable adjustments to assist. Such requests do not affect the impartiality or scope of the review.

Time limits: We encourage raising concerns promptly so we can investigate while records and recollections are fresh. While there may be contractual or regulatory time limits for certain types of claims, we will consider late complaints where there is a reasonable explanation for the delay. Each case is assessed on its merits.

Final response and closure: After completing the investigation and any remedial actions, we will issue a written final response summarising our findings, the remedies applied (if any), and the reasons for our decision. If the complainant is satisfied the matter is closed; if not, we will outline the review and escalation options available.

Commitment: We commit to handling complaints professionally and to using every justified complaint about commercial waste removal Putney as an opportunity to improve. Our aim is fair, timely and transparent resolution that maintains high standards of waste management for local businesses and commercial premises.