Complaints Procedure — Business Waste Removal Shadwell

Purpose and scope. This complaints procedure sets out how Business Waste Removal Shadwell and associated commercial waste collection services handle concerns raised by clients, contractors, or other stakeholders. It applies to all aspects of our rubbish collection, hazardous and non-hazardous waste handling, and associated administrative services. The procedure is designed to be clear, fair, and proportionate, ensuring timely resolution and appropriate records for audit and compliance.

We recognise that complaints can arise from a range of operational situations including missed collections, incorrect disposal, contamination issues, documentation errors, or perceived breaches of service standards. This policy describes the steps taken from receipt of a complaint through investigation, decision, and remedy. It sets expected timeframes and describes escalation routes where an initial outcome is unsatisfactory.

Who may raise a complaint. Complaints may be submitted by businesses receiving waste collection, waste producers, authorised representatives, or contractors engaged in site clearance and commercial rubbish removal within our service area. The company will accept complaints made in writing and by other recorded channels; each submission should include a clear description of the issue, relevant dates, and any supporting evidence. All complaints are treated seriously and handled with confidentiality.

Our aim is to acknowledge receipt of a complaint promptly and to provide an initial response indicating the expected timescale for a full reply. Initial acknowledgement will normally occur within two business days of receipt, with a full investigation commenced unless the complaint is manifestly vexatious. During the investigation, the complainant will be kept informed of progress and any material changes to the anticipated timetable.

Investigation process

The investigation will follow a structured approach:

• Step 1: Record and classify the complaint according to category (collection failure, contamination, documentation, environmental risk, health and safety, etc.).
• Step 2: Gather evidence from operational teams, collection records, vehicle manifests, CCTV where available, and any third-party reports.
• Step 3: Conduct interviews with staff or contractors involved and review compliance with applicable waste regulations and company procedures.
• Step 4: Make findings, determine responsibility, and decide on remedial actions or corrective measures.

Remedies and outcomes

Where the investigation identifies a service shortfall or breach of policy, the company will determine appropriate remedies. Remedies may include service correction, repeat collection, financial adjustment where proportionate, additional staff training, or changes to procedures to prevent recurrence. The outcome letter will set out the reasons for the decision and any action plan.

Timescales for resolution will vary according to the complexity of a complaint. Straightforward matters will normally be resolved within 10 business days; more complex investigations may take up to 28 business days. If additional time is required, the complainant will be informed of the reason for delay and provided with a revised expectation for resolution.

Escalation and review. If the complainant is dissatisfied with the outcome, they may request an internal review. The review will be conducted by a manager not previously involved in the investigation and will focus on whether proper procedures were followed, whether the findings are supported by the evidence, and whether the remedy was appropriate. The internal review decision is final within the organisation.

Record keeping and confidentiality. All complaints are recorded and retained in accordance with our records retention policy and applicable data protection obligations. Records include the original complaint, investigation notes, evidence, correspondence, findings, and any remedial actions taken. Information collected for the purpose of complaint handling is processed securely and shared only with personnel who require it for investigation or for legal and regulatory compliance.

Independent resolution and regulatory bodies. Where a complaint relates to regulatory compliance or cannot be resolved satisfactorily through internal processes, the complainant may choose to refer the matter to an appropriate industry regulator or an independent adjudicator. This policy does not affect that right. The company will cooperate with any external review and provide required documentation in accordance with statutory obligations.

Continuous improvement. Complaints are an important source of management information. Trends and root causes are analysed periodically and used to implement operational improvements, update training, and refine procedures to reduce recurrence of similar issues. The company is committed to learning from complaints to improve the quality and reliability of commercial waste removal and business rubbish collection services.

Accessibility and reasonable adjustments. The complaints procedure is designed to be accessible. Reasonable adjustments will be made to assist complainants with disabilities or where language support is necessary, ensuring fairness and equality of access to the complaints process.

Policy review. This complaints procedure is reviewed at regular intervals as part of the company’s governance framework. Amendments may be made to reflect changes in legislation, best practice for waste management, or lessons learned from complaints. Any substantial change will be recorded with the date of effect and version control.

Final note: The aim is prompt, transparent, and proportionate resolution of complaints relating to commercial waste removal operations. Adherence to this procedure supports accountability, compliance, and continuous improvement in business waste services provided in the service area.