Complaints Procedure for Business Waste Removal Dalston
Scope and purpose: This complaints procedure sets out how businesses receiving commercial waste removal and business rubbish removal in Dalston and surrounding service areas can raise concerns, how those concerns will be handled, and the timescales and remedies you can expect. It applies to all contracted services for commercial waste collection, recycling, and disposal arranged through our business waste services. The aim is to ensure a clear, consistent, and transparent approach to resolving disputes while protecting the rights of customers and the integrity of service delivery.
What counts as a complaint: A complaint is any expression of dissatisfaction about the standard of service, the behaviour of personnel, missed collections, damage attributed to collection activity, billing or administrative errors, environmental or health and safety concerns related to waste removal operations. Complaints may relate to single incidents or recurring service failures. Routine enquiries and operational requests are not treated as complaints unless explicitly identified as such.
How to submit a complaint about commercial waste removal
Complaints may be made verbally or in writing; however, a clear written account helps ensure accurate investigation and record-keeping. When submitting a complaint, include: date and time of the incident, the service address or site, details of the collection or service involved, names of staff if known, and any supporting evidence such as photographs or invoices. Where possible, provide the reference number from your booking or collection to assist in swift identification. We treat all complaints seriously and will handle personal and business data in accordance with applicable data protection laws.
Acknowledgement and initial response: On receipt of a complaint we will acknowledge it and confirm who is handling the matter. Our standard practice is to acknowledge formal complaints within 3 working days and to provide an initial assessment of the steps to be taken. The acknowledgement will outline the expected timeline for a full investigation and the likely resolution route. If additional information is required, we will request it at this stage so that the investigation is not delayed.
Investigation, findings and possible outcomes
The investigation will be proportionate to the nature and severity of the complaint. Investigators will review records, speak to staff involved, inspect relevant documentation, and review any evidence provided by the complainant. Typical outcomes include an explanation of events, a formal apology, corrective action (such as arranging a replacement collection or remediation of damage), and where applicable, adjustments to billing or a service credit. In more complex cases, a corrective action plan may be produced to prevent recurrence.
Investigation steps commonly include:
- Review of collection logs and service records
- Interview with operational staff involved in the incident
- Inspection of site documentation and waste handling notes
- Assessment of environmental or health and safety implications
Timescales and escalation: We aim to resolve straightforward complaints within 10 working days of acknowledgement. Where a matter requires more detailed investigation, a final response will be issued within 20 working days of acknowledgement. If for any reason we cannot meet these timescales we will notify you, explain why, and provide a revised date for resolution. If a complainant remains dissatisfied with the outcome, they may request an internal review. After internal review, unresolved matters may be referred to an independent adjudicator or relevant regulatory body for further consideration, where applicable.
Record keeping, confidentiality and improvement: All complaints and outcomes are recorded and retained for a minimum period consistent with regulatory requirements and internal policies. Records are used to identify trends, improve operational practices, and inform staff training. We maintain confidentiality to the extent permitted by law and will only share information with third parties where necessary for investigation or where legally required. Personal information is processed in line with data protection standards.
Customer commitments: We commit to:
- Respond promptly and courteously
- Investigate fairly and impartially
- Communicate clearly about progress and outcomes
- Learn from incidents to improve future business waste collection and commercial refuse services
Legal note: This procedure does not affect any statutory rights available to businesses under applicable consumer protection or commercial law. It is designed to provide a clear, accessible internal route for resolving disputes related to business waste collection services. Where legal action is contemplated by either party, this complaints procedure may run in parallel but will not prevent any legal remedies available under the law.
