Complaints Procedure for Business Waste Removal Highbury

Purpose and scope. This document sets out the formal complaints procedure that applies to business waste removal in Highbury and related commercial rubbish services. It explains how concerns about commercial waste collection, landfill diversion, recycling performance, service punctuality and crew behaviour will be handled. The aim is to provide an accessible, transparent and fair approach to resolving disputes, protecting the environment and ensuring that contractual obligations for business waste collection Highbury are respected. The policy is applicable to all clients receiving commercial rubbish removal and does not replace statutory rights.

The procedure covers any reported service failure, including missed collections, contaminated recycling loads, unsafe vehicle operations, invoice disputes relating to waste disposal charges, and perceived breaches of environmental or health and safety standards. Examples include:

• Missed or late commercial waste collections;
• Incorrect classification of waste streams;
• Failure to provide agreed containers or documented records.

These categories are illustrative and not exhaustive. Complaints about external contractors engaged by a customer should be reported under this procedure where they relate to our contracted service delivery.

How to make a complaint. Complaints should be submitted in a clear form, ideally in writing, and include the account or site reference, a concise description of the issue, relevant dates and any supporting evidence such as photographs or collection logs. Customers may raise concerns through the usual service channels provided at contract start; however, this page intentionally omits contact details. A complaint may also be initiated by an authorised representative acting on behalf of the business; the representative must be identified and authorised in writing by the customer. Complaints raised anonymously will be recorded and assessed where sufficient information exists.

On receipt, complaints are logged into the complaints register to ensure traceability. We will acknowledge the complaint promptly and provide a reference number for subsequent correspondence. The acknowledgement will summarise the alleged issues and outline the next steps, including provisional timeframes for investigation. The initial assessment determines whether the complaint relates to operational performance, billing, contractual interpretation, environmental compliance or personnel conduct, and allocates it to the appropriate team for investigation.

Investigation process. The investigating officer will gather relevant records, which may include collection schedules, vehicle tracking data, waste transfer documentation and communications between the parties. Witness statements and photographic evidence will be considered. The investigation is carried out impartially and with due regard to data protection and confidentiality. Where third parties or subcontractors are involved, enquiries will be extended to them to establish facts. The goal is to identify root causes and establish whether any remedial action or corrective measures are required.

Timescales and interim measures. Most complaints will be fully investigated within a defined period; complex matters that require third-party input may take longer. During the investigation, reasonable interim measures may be proposed to mitigate ongoing impacts on the business, such as temporary additional collections or provision of replacement containers. The company will keep the complainant informed of progress and any planned remedial actions.

Outcomes and remedies. Where the complaint is upheld, appropriate remedies will be proposed and implemented in a timely manner. Remedies may include service re-performance, credits or adjustments to invoices, additional staff training, changes to procedures, or enhanced monitoring to prevent recurrence. Remedies are tailored to the nature and scale of the issue and are applied proportionately. Where a complaint is not substantiated, the complainant will receive a clear explanation of the findings and the reasons for the decision.

Escalation and review. If the complainant remains dissatisfied with the outcome they may request an internal review. The request must explain the grounds for appeal and highlight any additional evidence or arguments. An internal review is conducted by a senior manager or a panel not previously involved in the investigation. The internal review will be completed within a reasonable timeframe and the decision communicated in writing. Persistent or complex disputes may reasonably require mediation or referral to an independent adjudicator; such options will be suggested where appropriate, noting that specific statutory resolution routes may also be available.

Record keeping and continuous improvement. All complaints, investigations, remedial actions and outcomes are retained as part of the company’s records to support compliance and continuous improvement. Records will be used to identify trends, inform operational changes, guide staff training and refine service standards. Confidentiality will be maintained in accordance with applicable data protection requirements. The company will periodically review complaint data to measure performance against service level commitments and to drive reductions in service failures.