Complaints Procedure for Business Waste Removal Crouch End

This Complaints Procedure explains how we handle concerns about commercial waste collection, skips and business rubbish removal in Crouch End and surrounding service areas. The purpose of this policy is to provide a clear, fair and accessible route for businesses and organisations to raise issues about their waste management service, and to detail the steps we take from acknowledgement through to resolution. This page is a formal legal policy and is provided for clarity, not as operational guidance.

Scope: the procedure covers complaints relating to business waste collections, including missed pickups, incorrect sorting, damage to property during removal, alleged improper disposal and safety incidents. It applies to contracted commercial waste removal, ad-hoc business rubbish collections and routine commercial waste services provided within our operational area. Exclusions include individual employee disputes and matters already subject to court proceedings.

To submit a complaint you should use the route specified in your service agreement or client portal. Complaints may be submitted in writing and should include: the account or contract reference where available, a clear description of the issue, dates, times and any photographic evidence. Please record the names of staff involved if known. We treat all complaints seriously and work to respond promptly.

Acknowledgement and Initial Response

On receipt of a complaint we will acknowledge it in writing or via the client communication method specified in the service contract. The acknowledgement will confirm the complaint reference number and outline the next steps. Our standard aim is to acknowledge complaints within three working business days, and to complete an initial assessment within ten working days unless the complaint requires immediate on-site investigation.

Investigation Process

We will investigate each complaint proportionately. Investigations may include a review of collection records, CCTV or vehicle logs where available, interviews with crew or site staff, and an on-site inspection if necessary. Investigations will consider whether there has been a breach of contract, failure to meet service standards, or potential regulatory non-compliance.

The possible outcomes of our investigation include (but are not limited to):

• a formal apology and explanation;
• a corrective action such as re-collection, replacement of damaged items or remedial works;
• a refund, credit or reduction in fees where service failures are proven;
• referral to an independent regulator if a statutory breach is suspected.

Timescales and Remedies: we will provide a written outcome within twenty working days of acknowledging the complaint where reasonably practicable. If the matter is complex and requires further time, we will notify the complainant of the reason for the delay and provide an estimated completion date. Remedies are determined on a case-by-case basis and take into account the scale of impact, cost implications and contractual terms.

Escalation: if a complainant is dissatisfied with the outcome, they may request escalation to a senior manager or contract holder for review. The escalation request should set out the reasons why the initial decision is disputed and any new evidence. An internal senior review will aim to conclude within fifteen working days. Where contractual or regulatory frameworks permit, an independent review may be sought.

Confidentiality and Data Handling: all complaints are handled in accordance with applicable data protection and privacy laws. Personal data provided during the complaints process will be used only for the purposes of investigating and resolving the complaint, and will be retained on file for the period required by law and our record-keeping policies. Sensitive commercial information will be treated as confidential where appropriate.

Record-Keeping and Monitoring: we maintain a register of complaints to monitor performance and identify trends. Aggregate data from complaints is used to inform continuous improvement in our business rubbish removal operations and commercial waste management systems. Regular reviews of complaint categories and outcomes help drive training, operational changes and policy updates.

Rights and External Review: if internal escalation does not resolve the dispute, complainants may be entitled to pursue an independent review through relevant industry bodies or regulatory authorities. This procedure does not affect any legal rights a complainant may have under contract law or statute. Our objective is always to resolve disputes without recourse to formal legal action.

Closing and Confirmation: once a resolution is agreed we will confirm the outcome in writing, record any remedial action taken and close the complaint file. Where appropriate we will follow up to ensure remedial measures have been implemented and to confirm satisfaction with the resolution. This complaint policy forms part of the contractual framework for business waste collection and commercial rubbish removal services within our operating area and is intended to protect the rights of both clients and the service provider.