Complaints Procedure for Business Waste Removal Queens Park
Purpose: This document sets out the formal complaints procedure for commercial and business waste removal services operating in the Queens Park service area. It explains how complaints are handled, the expected timescales, and the remedies available. It is intended to be a clear, accessible policy for customers and clients using any business rubbish collection, commercial waste disposal or skip and clearance service within our operational coverage.
Scope and definitions
This procedure covers complaints related to business waste collection, commercial rubbish removal, transfer of waste, recycling services and related contractual obligations. For the purposes of this document: “complaint” means an expression of dissatisfaction about service delivery; “service provider” denotes the company performing the waste removal; and “client” includes any organisation commissioning business waste collection in and around Queens Park.
How to make a complaint
If you wish to raise a concern about the commercial waste service, please submit your complaint using the official channels you were provided at the start of service or via your client account portal. When lodging a complaint you should include the account or service reference, date and time of the incident, a concise description of the issue and any supporting evidence such as photographs, invoices or job references. Complaints will be acknowledged on receipt.
Acknowledgement and initial assessment: Complaints are assigned a unique reference number and acknowledged promptly. The provider will carry out an initial assessment to determine priority and whether immediate remedial action is required. Priority is based on risk to health and safety, environmental impact and service failure severity. Low-risk service dissatisfaction will be managed within standard timescales.
Investigation process
Investigations will include a review of job records, driver and crew notes, CCTV or vehicle telemetry where available, and any photographic evidence supplied by the complainant. The investigator will interview relevant staff and, where appropriate, make site visits. Throughout the investigation the company will aim to keep the client informed of progress and expected resolution dates.
Resolution and outcome: Following investigation the outcome will be recorded and communicated. Possible outcomes include rectification of the service (recollection or repeat visit), correction of invoicing errors, formal apology, or a detailed explanation where no fault is found. The service provider will state any remedial actions taken to prevent recurrence.
Timescales and escalation
Initial acknowledgement will usually be issued within three working days. A full investigation and formal response will typically be provided within 20 working days of acknowledgement, except where complex environmental or contractual matters require longer. If more time is needed, the complainant will be informed and provided with a revised timetable.
Escalation: If the complainant is not satisfied with the initial response they may request escalation within the organisation. The escalation process involves review by a senior manager or an independent internal review panel. The escalation stage aims to provide a fresh, impartial reconsideration of the complaint and the original decision.
Remedies and corrective action
Remedies tailored to commercial waste removal concerns can include:
- repeat collection or corrective service at no additional charge;
- adjusted billing where inappropriate charges were applied;
- formal written apology or assurance of improved service; and
- implementation of operational changes where systemic failures are identified.
Records, confidentiality and data protection: All complaints and supporting documentation are recorded and retained in accordance with applicable data protection laws and internal retention policies. Information is handled securely and used only for the purposes of investigation, resolution and service improvement. Personal data will not be disclosed to third parties except where lawful or necessary for resolution.
Third-party authorities and statutory matters
Where a complaint raises environmental, health or safety issues, the service provider may be required to notify regulatory authorities or engage independent specialists. This procedure does not replace statutory reporting duties; if the incident meets the threshold for reporting under environmental protection legislation or waste transfer regulations, the appropriate authorities will be informed in accordance with legal obligations.
Monitoring, learning and continuous improvement
Complaints are an important source of learning. The provider will analyse complaint trends, update training for crews and operational teams, and adjust procedures to reduce recurrence. Regular audits of complaint handling performance ensure compliance with this policy and promote consistent resolution standards across business waste collection, commercial rubbish removal and related services in the Queens Park operational area.
Appeals and final notes
If, after internal escalation and review, the complainant remains dissatisfied they may pursue any statutory or contractual dispute resolution mechanisms available to them. This complaints procedure is designed to resolve matters efficiently and fairly; records of decisions are kept and may be used in subsequent reviews. It remains the responsibility of both providers and clients to cooperate in good faith during the complaint process.
