Complaints Procedure for Business Waste Removal Chiswick
This Complaints Procedure sets out how we manage concerns about commercial waste services, including Business Waste Removal Chiswick and related commercial rubbish collections. It is intended for companies, property managers and authorised representatives who engage our business waste and commercial refuse removal services. The procedure describes the key stages from initial receipt of a concern through to final resolution, the timelines you can expect, and the rights and responsibilities of all parties. Our aim is to resolve issues efficiently and impartially while maintaining service continuity and compliance with environmental and health and safety obligations. The policy applies to all service contracts and ad hoc commercial clearances provided within our service area.
We treat every complaint as a formal notification requiring an organised response. Confidentiality is preserved where possible, consistent with the need to investigate and rectify the issue. Examples of matters covered by this complaints procedure include missed collections, damage to property, disposal of restricted or hazardous items without agreed handling, and failures in documentation or invoicing related to trade waste removal. A complaint does not need to be submitted in any specific form, but providing key details will assist a prompt investigation.
To help our investigation please specify:
- Date and time of the incident or service failure;
- The service type (for example scheduled business waste collection, bulk commercial clearance, or hazardous waste uplift);
- Address or site where the commercial collection was scheduled;
- Copies of any supporting documentation such as waste transfer notes or photographic evidence.
Making a Complaint and Initial Response
When we receive a complaint about trade waste services we log it in our complaints register and allocate a unique reference number for tracking. The complainant should expect an acknowledgment within three working days, which will outline the initial steps we will take and the likely timescale for a full response. The acknowledgement will also confirm whether further information is required to proceed with the investigation. Our process aims to distinguish between operational errors that can be remedied quickly and matters that require a formal investigation.
Within the first ten working days we aim to complete a preliminary investigation and provide a substantive reply that either: (a) explains the findings and any corrections or remedial actions already taken, or (b) confirms that a full investigation is underway and provides an estimated completion date. If the incident involves safety, environmental risk or suspected illegal disposal, we will prioritize enquiries and may involve external bodies where required by regulation. Throughout the process we maintain a record of all communications and actions taken, retained in accordance with our records retention policy.
If the complaint is against a contractor, sub-contractor or third party involved in the commercial rubbish collection, we will co-operate with enquiries and, where contractual rights permit, seek remedial action from the relevant service provider. We will also ensure that any corrective measures do not place the complainant at further risk or cost. Where a complaint is raised on behalf of a business by a third party, we will require written authorisation from the business to proceed with detailed disclosures that may contain commercially sensitive information.
Investigation, Resolution and Remedies
Investigations are carried out by a designated complaints officer who gathers evidence, interviews relevant staff or operatives, and reviews route and load records, CCTV (if applicable) and waste documentation. Remedies may include re-collection, site reinstatement, formal apology, correction of invoicing errors or, in limited circumstances, compensation where loss or damage is evidenced and linked causally to our service failure. Any remedy offered will be proportionate and consistent with contractual terms and applicable trade waste legislation.
We will communicate the outcome of the investigation in writing and record the decision, the reasons for it, and any remedial actions taken. If a complaint is upheld, we will outline steps taken to prevent recurrence, such as staff retraining, route adjustments, operational changes or supplier performance reviews. If appropriate, we will conduct a follow-up check within a specified period to ensure corrective measures have been effective. Records of complaints and outcomes are used for continuous improvement and for audit purposes.
If the complainant remains dissatisfied after our final response, the procedure provides for an internal review by a senior manager not previously involved in the case. The internal review will be completed within a defined period and will consider whether the earlier investigation followed the published procedure and whether the remedy offered was reasonable. Where a contractual or regulatory escalation route exists, we will explain that option and the circumstances in which external dispute resolution bodies or regulators may become involved. The complainant is entitled to pursue independent avenues at any stage, but such steps do not preclude us from concluding our internal process.
The complaints register and anonymised summaries of lessons learned are maintained for oversight and are reviewed periodically by senior management to identify systemic issues with waste handling, vehicle scheduling, documentation compliance and health and safety practices. This helps to improve the reliability of business waste removal services and to reduce the likelihood of repeat incidents affecting customers across our operational area. Maintaining regulatory compliance and protecting public health and the environment remain central to our approach.
We treat all complaints as opportunities to improve operational standards for commercial waste collection, trade refuse removal and associated environmental services. Transparency in how we investigate and resolve concerns supports trust with clients and stakeholders while ensuring that remedies are fair and consistent. Staff are trained to handle complaints professionally and to document each stage of the process, with emphasis on timeliness and factual accuracy.
This Complaints Procedure for business waste services will be reviewed periodically and updated as necessary to reflect changes in legislation, best practice, and operational experience. Any material changes to the procedure will be reflected in the version we hold on file and implemented through staff briefings and operational guidance. The procedure is part of our commitment to accountable, compliant and customer-focused commercial waste management.
