Complaints Procedure for Business Waste Removal Hammersmith

This Complaints Procedure document sets out how complaints are handled by our business waste removal operations covering the service area. It explains the steps a customer or stakeholder should expect when raising an issue about commercial waste removal services in Hammersmith and surrounding zones. Our aim is to ensure complaints are managed promptly, fairly and transparently.

We treat every complaint seriously and provide a clear, documented route for resolution. This procedure applies to routine collections, ad-hoc rubbish clearing, recycling handling, and any contractual concerns related to business waste removal in the local service territory. It does not replace contractual terms but complements them by providing an accessible process for dispute handling.

The scope includes complaints about missed collections, damage to property, vehicle conduct, waste segregation errors, environmental concerns and invoicing disputes. Complaints about health and safety incidents are prioritised and escalated immediately within the operational chain. We advise complainants to provide dates, times, and any photographic evidence where possible to assist investigation.

To lodge a formal complaint a customer should supply a concise account of the problem and any supporting details. Upon receipt, the complaint will be recorded in our complaints log and allocated a unique reference number. The complainant will be informed of the reference and the expected timeframes for acknowledgement and investigation.

We will acknowledge all complaints within three working days. An initial assessment will determine whether the matter is operational, contractual or requires immediate safety intervention. Where necessary, we will suspend actions that might exacerbate the situation and arrange for remedial steps pending a full review.

Investigations are conducted by trained personnel with access to collection records, vehicle tracking data, staff schedules and photographic evidence. Our investigators aim to complete fact-finding within ten working days. If a longer period is required due to complexity, the complainant will receive written updates explaining the delay and revised timescales.

When an investigation concludes, the outcome will be communicated in writing and will include findings, proposed remedies and any corrective actions. Remedies may include repeat collection, collection fee adjustments, staff retraining, or an apology where appropriate. All remedies are assessed case by case to ensure fairness and proportionality.

For clarity, the types of actions we may take include:

• Operational corrections such as returning to complete a missed collection;
• Financial adjustments where invoicing or service failures warrant reimbursement or credit;
• Policy or procedure changes to prevent recurrence of similar issues;
• Staff training or disciplinary action when conduct falls below agreed standards.

The complainant will be advised of any profit of remedial action and how we will follow up to ensure the solution is implemented and effective.

We maintain an internal escalation route for unresolved or complex complaints. If a complainant is dissatisfied with the initial resolution, the matter can be escalated to a senior manager for independent review. The escalation will be recorded and treated as a priority, with targeted timelines for response.

Confidentiality is respected throughout the complaints process. Records are retained in accordance with data protection obligations and our internal retention policy. Sensitive personal data is only accessed by staff directly involved in the investigation and is processed lawfully for the purpose of resolving the complaint.

The organisation also undertakes periodic reviews of complaint patterns to identify recurring issues within the rubbish company service area. These reviews inform continuous improvement activities in route planning, waste segregation guidance, fleet maintenance and customer communications to reduce the likelihood of repeat complaints.

Records of complaints and outcomes are used to prepare anonymised reports for governance and to demonstrate compliance with regulatory expectations and industry best practice. We publish summary trends internally for management oversight and use the insights to refine service levels across our commercial waste removal provision.

Where a complaint relates to regulatory breaches or environmental non-compliance, the company will cooperate fully with competent authorities. We undertake to take corrective action and to assist inspectors or regulatory bodies with documentation and factual accounts relevant to the issue under review.

We welcome clear, factual submissions that help us resolve matters quickly. Complainants are asked to be as specific as possible about dates, locations and the nature of the concern. Our commitment is to a robust, impartial and timely process that balances operational realities with the expectation of high standards from a professional business waste removal provider.