Complaints Procedure for Business Waste Removal Dulwich

Purpose: This page sets out the formal complaints procedure relating to Business Waste Removal Dulwich and associated commercial rubbish collection services. It explains how concerns about service standards, collection frequency, waste handling, invoicing queries or environmental compliance are managed. The procedure applies to all commercial waste and recycling contracts administered by the company within its service area and is designed to be transparent, proportionate and procedurally fair.

Scope: Complaints can be made by any authorised representative of a business customer or by a nominated third party acting on their behalf. This procedure covers operational matters (missed collections, contamination handling, vehicle behaviour), administrative matters (billing, documentation), and compliance concerns (licensing, duty of care). It does not cover contractual negotiations, which are handled under separate clauses.

How to raise a complaint: You should raise issues promptly and provide clear information to help with a timely investigation. Include the date, location, contract reference if known, nature of the concern and any supporting evidence such as photographs or delivery notes. Please include the name of the authorised representative raising the issue. The company will acknowledge receipt of a complaint and advise an estimated timescale for investigation.

Upon receipt the complaint will be logged in the complaints register and evaluated to determine its severity and potential risk to public health or the environment. Business waste removal incidents that present immediate hazard will receive priority action. For standard service complaints, the company aims to acknowledge and begin an initial assessment within three working days. Records of decisions and steps taken are retained to ensure compliance with regulatory obligations and internal quality standards.

Investigation process: Investigations involve collecting operational records, driver manifests, CCTV where available, and statements from staff or third parties. The investigator will review contractor performance against agreed service levels for commercial waste removal in Dulwich and adjacent areas. Where necessary, on-site inspections will be arranged and corrective actions proposed. The investigator may liaise with environmental regulators if there are potential breaches of waste management legislation.

Remedies and outcomes: Possible outcomes include a formal apology, corrective operational changes, re-collection or remedial works, invoice adjustment or credit where appropriate, and contractor disciplinary measures. All remedial actions are recorded and tracked to completion. The company is committed to preventing recurrence through training, process improvement and, where applicable, amendment of contractual terms with subcontractors.

Escalation and review: If the complainant is dissatisfied with the initial outcome, they may request a formal review. The review will be conducted by a senior manager who was not involved in the original investigation. Reviews consider whether the original procedure was followed, whether evidence was properly evaluated, and whether the remedy was appropriate. Reviews are completed within a published timescale except where extended investigation is required for complex environmental or legal issues.

Confidentiality and data handling: Records of complaints are handled in accordance with data protection principles. Information is used only for the purpose of investigation, remedy and service improvement. Where third-party disclosure is necessary (for example to regulators or enforcement bodies), this will be done in line with legal obligations. Sensitive personal data is redacted in internal reports unless required for legal compliance.

Unreasonable behaviour: The company will make every reasonable effort to resolve complaints fairly and efficiently. However, repeat or speculative complaints that are malicious or abusive may be managed under an unreasonable behaviour policy. In such cases the company will explain why certain requests are refused and will set boundaries for future communications while continuing to record substantive issues.